Gartner Research

Customer Communications Management Sees Major Shift to the Digital Customer Experience

Published: 19 August 2020

ID: G00726567

Analyst(s): Gene Phifer , Lane Severson


The COVID-19 pandemic has driven several shifts in the customer communications management market. CCM is growing in importance. In order to improve their organization’s customer experience capabilities, application leaders must understand CCM trends and the strategies of vendors in this market.

Table Of Contents



Impacts and Recommendations

Gartner Recommended Reading

Note 1: The State of CCM

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