Author : Pravin Patel
Managing Director - EMEA & North America

Pravin leads the European business operations for Espire with emphasis on developing and managing strategic accounts for the region. As a strong advocate of Customer Centric Solutions, he has been leading the UK/Europe region’s initiatives to bring about exponential growth for Espire's Customer Communications and Digital Content Management business lines.

Top 5 Digital Trends for CCM (Customer Communication) Providers to bolster Growth in 2022 & Beyond!

In 2022, organisations are looking to drive flexibility and define a longer-term strategy by introducing technology and digital tools into their processes to promote customer as well as employee satisfaction, states a recent report by PEX Network.

Digital transformation initiatives have become essential in the post-pandemic world, where digital relationship journeys are the driving force behind the success or failure of businesses. Digital experience matters now more than ever! .

The digital communications industry is constantly reshaping its technology offerings to meet the dynamic customer demands and stay relevant. In this blog, we will discuss the top 5 digital trends for CCM Service providers in 2022 and beyond for maximising profits and driving growth.

1. Personalised Communications

By 2025, 50% of large organisations will have failed to unify engagement channels, resulting in a disjointed and siloed CX that lacks context, states Gartner.

With customers readily adopting digital applications and platforms for interacting with businesses, delivering contextual customer experience across their customer journeys has become a key priority to drive customer engagement and loyalty. Personalised digital experience has emerged as a strategic business goal for optimising customer interactions at scale.

Our latest case study highlights how we assisted a leading multinational energy and utilities company leverage a Quadient-based solution to drive personalised communications across all digital channels & improve customer loyalty. Read more! >

2. Ai & Automation

With the pandemic-induced hybrid workforce, businesses are increasingly realiszsing the benefits of workflow automation for streamlining key business processes and data management across different departments in the organisation.

Personalised AI is emerging as a key business trend for 2022 and beyond. Right from smart assistants to chatbots, leading businesses across sectors are leveraging artificial intelligence to personalise customer journeys and digital experience.

Our success story showcases how Espire assisted a leading Higher Education institution deploy an AI-infused conversational chatbot for quicker issue resolutions and enhanced business experience. Know more! >

3. Employee Experience

Businesses can spend huge efforts in trying to improve Customer Experience, but consideration needs to be given to Employee Experience, as part of Total Experience, which can only be achieved with heightened levels of employee engagement and experience. Leading businesses using CCM are working towards elevating employee experience by deploying scalable digital workplace solutions to facilitate seamless access to data and applications, improve collaboration between departments and maximise productivity.

4. Composable UX

Communication Service Providers are adopting composability approaches, by investing in scalable technologies to accelerate business outcomes, states a recent report by Gartner.

As businesses continue to scale their digital communication, driving for that unified experience, it is imperative to focus on Customer Data, Persona’s, Personalisation, Journey Maps and to address Business siloed, environments.

Composable UX, is one such capability to support a more effective approach to adopt a more "plug-in" means to address some of these needs. Composable tools can seamlessly integrate with your existing technology stack to extract customer data and effectively map customer journeys, thereby, delivering total experience.

5. Cloud Migration

According to Gartner, by 2023, over 75% of all customer communication management implementations will be cloud or hybrid solutions.

Multi-channel customer communication management solutions are constantly evolving and adding new technology capabilities to meet the dynamic demands of the customers. Cloud migration and deployment has become a key technology trend for the CCM technology companies for providing agility of processes, scalability of technology solutions and bolstering business growth.

A recent blog authored by me, highlights the top benefits of leveraging cloud solutions for the CCM industry to drive superior digital experiences across touchpoints, Know more!>

Total Experience, which is a sum of customer experience, employee experience, business experience, multiexperience and user experience can only be achieved by businesses that remain agile and keep pace with the dynamic technology landscape.

With over 20 years of experience behind us, Espire is helping leading businesses in the CCM industry deploy scalable technology solutions to achieve their strategic business growth. To know more, visit Customer Communication Service Providers  or get in touch at


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