Quadient Report
Trends and predictions for CCM and CXM in 2022 and beyond
We published communications trends and predictions in 2019. In 2021, we released the first version of The State of Customer Experience, examining the rapid acceleration of customer communications trends and what it means for businesses today. It’s now 2022, we are fully immersed in a new era, an era in which success hinges upon the ability to orchestrate exceptional customer experiences. To stay competitive, businesses must integrate customer communications management (CCM) as part of holistic customer experience management (CXM).
In 2019, we asked what customers’ demands will be five years from now. We’ve seen a decisive transfer of the balance of power from enterprise to customer. Not only has the pandemic spurred the acceleration of customer expectations and digital transformation by two, five, 10 years – it’s created intense urgency to meet, and exceed, customer expectations. The playing field has moved, and customer experience (CX) is the most critical factor for success. At the same time, the gap has widened for many enterprises’ ability to deliver.
We’ve spoken with industry analysts, Quadient experts, and customers about the state of CX today and, in this eBook, we’ve compiled thoughtful perspectives on the trends, predictions, and solutions that will significantly impact your business in 2022 and beyond.
In this eBook you'll learn:
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