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Gartner Predicts 2019: Technological Convergence of Content Services

Featuring Insights from Quadient: The Top 4 Forces Impacting CX in 2019

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Gartner Predicts 2019


According to Gartner, "customer communications management (CCM) is evolving from unidirectional to bidirectional communications.  Digital channels make it possible for CCM vendors to provide features for the customer to communicate back to the sending organization.

Examples include, pursuing an advertisement, paying a bill, checking the status of a shipment, or providing product review feedback. This two-way communication reflects the growing emphasis in customer relationship management on conversation and interaction. Business leaders are now exploring how to enhance this experience from both the organizational and the customer side."

Gartner provides recommendations to application leaders in charge of customer relationship management and customer experience on how to adapt to these changes and many more.

Additionally, in this report, Quadient identifies the top four fundamental and converging forces impacting customer experience in 2019.

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Gartner Predicts 2019
 

Gartner, Predicts 2019: Technological Convergence of Content Services, 3 January 2019, Michael Woodbridge, Stephen Emmott, Irina Guseva, Mick MacComascaigh, Gene Phifer, Craig Roth
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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