As a result of this expertise,
Based on the broad participation, and low drop off rate, it is believed that the results are highly accurate and represent a significant portion of the industry.
Select Survey Findings
1. Users were asked whether they have mainly batch communications, or communications that embody on-demand, interactive, or automated-triggered delivery methods.
a. 19% of respondents indicated batch communications,
b. 28% have on-demand communications,
c. 33% have interactive communications and
d. 16% have triggered communications.
2. Surprisingly, 60% of companies already are using Artificial Intelligence in their communication platforms. Another 27% are not yet doing this but beginning to explore it with only 13% not having an interest in the world of AI as it relates to customer communications management.
a. Note a separate survey report is available focusing exclusively on those using AI.
3. 54% of participants today are performing customer journey maps. Another 31% are beginning to explore but have not yet implemented it. 11% have yet to begin or have no interest.
4. A total of 73% of respondents develop their CCM assets, and communication workflows in-house, although 48% of those then send the completed communications to an external print vendor for delivery to the recipient. 19% completely outsource the communication development and delivery process to third-party vendors. 6% of survey participants self-identify as print service providers.
The complete report download, and an interactive reporting portal can be found at www.macrosoftinc.com/ccmsurvey2021
Direct Questions about this survey and request for speaking engagements to
VP, Technical Solutions
jkullmann@macrosoftinc.com
Contact Information:
+1-973-457-5840
Contact via Email
https://www.macrosoftinc.com
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