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Road Map 2018: Customer Communications
Road Map 2018: Customer Communications
Content: 15 page PDF and 4 figures
Published: January 2018
Our Price: $299.00

Every January, the analysts at Keypoint Intelligence – InfoTrends ponder the past year, contemplate the next, and compile a list of the key trends we expect to have the greatest impact on customer communications market in the months ahead. The customer communications market is facing significant disruption from a variety of forces, including the emergence of new technologies, changes in the regulatory environment, and customers’ evolving communications preferences. These dynamics will have a significant impact on the ways in which enterprises in a variety of vertical industries communicate with their customers.
Table of Contents
  • Introduction
  • 2017 Year in Review
    Increased Interconnectedness
    A Continuous Focus on the Customer Experience
    It’s All About the Data!
  • Top Trends for 2018
    Mega Outsourcing Deals Signal a Tectonic Shift in the Transactional Communications landscape
    Strategic Acquisitions Will Continue to Drive Transactional Service Provider Consolidation
    Voice Command Will Solidify Its Role as a Vital Consumer Touchpoint
    Promotional/Transactional Integration Will Become a Customer Communications
    A Transformative Unification of the Customer Journey Will Arrive
    Marketers Strive for “Micro-Personalization” in Customer Communications
    Vendors Will Centralize and Digitize the Entire Space
    Communications Are Shifting from Omni-Channel to “Channel-Less”
    The Burden of Risk Moves from Enterprises to Service Providers
    The Battle Over Technology Platforms Intensifies
  • InfoTrends' Opinion

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