target audience: TECH BUYER Publication date: Dec 2024 - Document type: IDC MarketScape - Doc Document number: # US51359124
IDC MarketScape: Worldwide Intelligent Customer Communications Management 2024 Vendor Assessment
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Abstract
This IDC study provides an assessment of nine cloud-based customer communications management application vendors that natively own or integrate forms technology and artificial intelligence or generative AI (GenAI) features for the enhancement of automation in content creation, management, or insights. This assessment discusses the shift from traditional document generation to a more intelligent communication platform. The evaluation is based on a rigorous framework that assesses vendors relative to the criteria and the market. The study highlights the factors expected to be the most influential for buyers to define a next-generation AI/GenAI–included customer communications strategy and defines a short list of vendors best suited for the buyers' industry, company size, and technology environment.
"The integration of generative AI in customer communications is transforming the landscape, shifting from automated document generation to AI-assisted, personalized multichannel experiences. Organizations are leveraging AI to enhance customer engagement, optimize data collection, and improve communication consistency," says Marci Maddox, research vice president of IDC's Digital Experience Strategies program. "With significant investment and projected economic impact, businesses must adopt AI-driven strategies to remain competitive and meet evolving customer expectations. GenAI's rise is transforming customer communications, driving personalized, AI-assisted experiences that are essential for competitive, cost-efficient future interactions."