Study background & key findings

Aspire is a strategic consulting and analyst firm specializing in the evolution of CCM to CXM. We’ve recently wrapped up our latest annual study on the evolution of the communications market entitled, The State of Customer Communications and Experience Management. 

If you're a software or services provider looking for an in-depth study on the opportunities, challenges, and benefits of CCM-CXM or if you're an enterprise professional in CCM-CXM interested in learning how you could leverage our study in your business, please register your interest and we'll send you more information about this new study. Our findings include:

Business performance and objectives:

• Financial performance and business outlook
• Communications volume, e-adoption, and channel trends
• Understanding CCM-CXM related business objectives
• Communications and digital experience priorities and transformation challenges
• Inbound/forms priorities and challenges
• Teams driving digital transformation

Technology trends:

• Current and future CCM-CXM capabilities, including artificial intelligence and machine learning
• Convergence between CCM and Marketing technology stacks and integration points
• Understanding the shift to Communications Experience Platforms (CXP)
• Deployment preferences, cloud outlook, and related investments
• Expected changes in communications outsourcing and hosted managed services (HMS)

Operational trends:

• Shifting control between centralized teams to de-centralized ownership
• Understanding the rise of value stream teams, agile teams, and PODs in the context of communication creation as well as forms and experience design
• Requirements for successful adoption of Center of Excellence and the outlook for their future
• The need for journey management and orchestration
• Update on insourcing / outsourcing trends

Buying trends:

• Understanding the demands of CCM-CXM’s evolving buyer personas
• Considerations critical to the purchase of CCM-CXM software and services
• CCM-CXM’s buyers’ preferences for pricing and licensing
• Communications technology budgets and their expected growth
• Investment areas and priorities
• Value metrics used to gauge the success of communications investments