KEYNOTE

KEYNOTE: 100 – State of the Customer Communications Management (CCM) and Information Management Industry


May 1, 2017 8:00 am - 9:50 am

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Craig Le Clair

A strong customer engagement strategy has never been more important. Customers now expect interactions with companies to be on their terms and at their convenience. Being able to engage customers with relevant, timely and personalized information in their channel of choice is critical to delivering effective and consistent customer experiences (CX). Companies that are able to do this will have a key advantage over their competitors in 2017 and beyond.

In this Keynote, Forrester will review the state of customer engagement today, how organizations can build a customer engagement strategy, the technology landscape and best practices, including:

  • Competencies of mature customer engagement companies
  • The future of CCM and role in digital experience management
  • CCM and information management best practices
  • CCM and enterprise content management (ECM) vendor landscape and review


Tags:
Customer Experience, Customer Communications, Enterprise Content Management, Customer Engagement