The 2016 Customer Engagement Technologies State of the Market primary research provides in-depth insight into the market of customer communications management (CCM) and engagement-related technologies, such as marketing campaign management and customer journey management. The basis of this primary research was a web-based survey probing 808 North American, Latin American, and Western European enterprises with 500+ employees. Verticals included are Financial Services, Insurance, Governments, Healthcare Services, Telcos, and Utilities across key business departments: IT, Marketing, and Customer Service.

The study contains four main sections:

• Customer Engagement Section. Provides in-depth insights into customer experience tactics and strategy related to customer communications. We zoom into customer intelligence trends and practices, customer journey mapping, measuring and tracking customer experience, as well as trends in personalized/interactive video.

• Implementation Section. Identifies operational and implementation challenges related to CCM, customer intelligence, and marketing campaign management projects/programs. This sections also provides in-depth insights into trends and current/future adoption of cloud-based software & solutions within this area.

• Channel Delivery Section. Focuses on trends and developments in the enterprise channel as well as paperless adoption for transactional and promotional customer communications. It also captures current and future volume growth, and aims to understand adoption of mobile communications within enterprises.

• Investment Section. Focuses on enterprise actual and future spending per technology segment, enterprise investment priorities, as well as business objectives to be achieved. This section also provides perspectives and practices in managed communication services.

Deliverables

• The slide deck as PDF containing an executive summary as well as respondent’s demographics and detailed charts of the totals.

• Banner tabulars of the complete data by total as well as by region/country, industry, job function, enterprise size, number of customers served, B2B/B2C, involvement by type of communication, decision power, and number of communications send annually.