Key Industry Trends
![according to a bi study a whopping 97percent of millennials](/-/media/feature/industries/banking-and-financial/keytrends/5.png?h=240&iar=0&w=360&hash=58E20376DDCD64CDC2BBC568E17C3A5B)
Traditional CCM capabilities are morphing, blending customer engagement data, and realizing that protecting its integrity, accessibility and utility is vital to the customer relationship
![key trends5](/-/media/feature/industries/isv/keytrends/5.png?h=240&iar=0&w=360&hash=B7914EB44449F4B2FD1756E004F12E47)
Traditional DXPs are lacking most of the CCM functionalities. A key feature of CCM is the creation and distribution of billing statements and other documents through analog channels
![keytrends1](/-/media/feature/industries/ccm/keytrends/1.png?h=240&iar=0&w=360&hash=D29A1F1DA55CA20F078723513F9D46FE)
The three biggest trends in CCM: the shift to cloud, business user self-service, and a focus on customer experience
![keytrends2](/-/media/feature/industries/ccm/keytrends/2.png?h=240&iar=0&w=360&hash=9AE9CD7E903A3317D5251EAC27663C2D)
Customer Communications Management (CCM) has effectively become part of Customer Experience Management (CXM) - the practice of managing all interactions that a business conducts with its customers with the express goal of improving the perception that customers have about that business.
![keytrends3](/-/media/feature/industries/ccm/keytrends/3.png?h=240&iar=0&w=360&hash=B0B05641F7E2AC277EAEF4290820ED61)
The evolving sentiments and changing business realities brought on by the pandemic & social distancing have resulted in an unprecedented acceleration in the digitization of customer communications
![according to a bi study a whopping 97percent of millennials](/-/media/feature/industries/banking-and-financial/keytrends/5.png?h=240&iar=0&w=360&hash=58E20376DDCD64CDC2BBC568E17C3A5B)
Traditional CCM capabilities are morphing, blending customer engagement data, and realizing that protecting its integrity, accessibility and utility is vital to the customer relationship
![key trends5](/-/media/feature/industries/isv/keytrends/5.png?h=240&iar=0&w=360&hash=B7914EB44449F4B2FD1756E004F12E47)
Traditional DXPs are lacking most of the CCM functionalities. A key feature of CCM is the creation and distribution of billing statements and other documents through analog channels
![keytrends1](/-/media/feature/industries/ccm/keytrends/1.png?h=240&iar=0&w=360&hash=D29A1F1DA55CA20F078723513F9D46FE)
The three biggest trends in CCM: the shift to cloud, business user self-service, and a focus on customer experience
![keytrends2](/-/media/feature/industries/ccm/keytrends/2.png?h=240&iar=0&w=360&hash=9AE9CD7E903A3317D5251EAC27663C2D)
Customer Communications Management (CCM) has effectively become part of Customer Experience Management (CXM) - the practice of managing all interactions that a business conducts with its customers with the express goal of improving the perception that customers have about that business.
![keytrends3](/-/media/feature/industries/ccm/keytrends/3.png?h=240&iar=0&w=360&hash=B0B05641F7E2AC277EAEF4290820ED61)
The evolving sentiments and changing business realities brought on by the pandemic & social distancing have resulted in an unprecedented acceleration in the digitization of customer communications
![according to a bi study a whopping 97percent of millennials](/-/media/feature/industries/banking-and-financial/keytrends/5.png?h=240&iar=0&w=360&hash=58E20376DDCD64CDC2BBC568E17C3A5B)
Traditional CCM capabilities are morphing, blending customer engagement data, and realizing that protecting its integrity, accessibility and utility is vital to the customer relationship
![key trends5](/-/media/feature/industries/isv/keytrends/5.png?h=240&iar=0&w=360&hash=B7914EB44449F4B2FD1756E004F12E47)
Traditional DXPs are lacking most of the CCM functionalities. A key feature of CCM is the creation and distribution of billing statements and other documents through analog channels
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