“The forecast for 2019 looks very cloudy. And that’s a good thing. In 2016, IDC reported that 85% of enterprise decision makers felt they had a timeframe of just two years to make significant inroads on their digital transformation before suffering financially and/or falling behind their competitors. We have certainly seen tremendous progress toward that goal, but there is still a way to go before many enterprises, especially those in highly regulated industries, are able to fully deliver on their customers increasingly digital demands. And I believe 2019 is going to be the year in which this adoption explodes.”
More meaningful communication experiences are necessary.
“We are at the perfect inflection point. Customers are very clearly telling us that they expect to be communicated with in more meaningful ways, or they will switch providers. In fact, in a recent study we conducted, 65% indicated this would be the case. Key decision makers within industries recognize that delivering these experiences is now a top priority, not a nice to have—with Forrester reporting that 72% of business leaders say that improving the customer experience is their top priority.”
The cloud has come of age.
“The cloud has officially come of age. Security fears have been eased and the benefits have been confirmed. According to Gartner, in 2018 the 60% of enterprises that implement appropriate cloud visibility and control tools will experience one-third fewer security failures. Cloud adopters will also experience reduced time to benefit, overall lower cost of ownership, and more agile, scalable and tightly-integrated technology stacks.”
CCM adoption will continue to grow.
“Cloud-based customer communications management platforms allow personalized communications to be delivered quickly and at scale—meeting multiple critical needs. These tools put business users in control and also allow for multiple systems to be seamlessly integrated. This increases internal efficiency while also delivering a more consistent and rewarding experience for consumers. It’s win/win and we see 2019 as the year that these benefits are realized by a tremendous number of companies in the financial services, insurance and healthcare industries in particular.”
The Author is : James Brown, CEO, Smart Communications