target audience: TECH SUPPLIER Publication date: May 2024 - Document type: Market Note - Doc Document number: # US52116924
Highlights and Insights from Smart Communications INNOVATE Conference 2024
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Abstract
This IDC Market Note highlights the key announcements, topics, and themes from Smart Communications INNOVATE 2024 user event. Businesses must digitally transform customer communications management (CCM) to boost customer satisfaction, optimize operations, and stay competitive. Cloud-based solutions like SaaS and intelligent forms pave the way for the future of personalized interactions, powered by generative AI. To master CCM in this digital era, companies need to reimagine customer engagement, leverage data for loyalty, and remain adaptable to advancements in AI, cloud, and data privacy.
"Mastering CCM in the digital age is not only about leveraging new technologies — it's about reimagining customer interactions for the future," says Marci Maddox, research vice president, Digital Experience Strategies, IDC. "Smart Communications is helping businesses reduce points of friction and customer effort when interacting with brands, which in turn drives higher loyalty. Smart Communications' connected cloud-based CCM and intelligent forms solutions enhance customer engagement through agility, scalability, and seamless omni-channel experiences."