Macrosoft conducted a CCM industry best practices survey during the first two weeks of March 2021. A total of 584 individuals from more than 280 identified companies participated in the survey. There was a total of 21 questions.
This paper is Part 2 of the survey results. It takes a deeper dive into two sub-populations of respondents: those that ranked AI usage in their CCM program as already well established versus those that did not. We believe this question is not only a bell-weather of companies that are (or are not) on the leading edge of AI but also are (or are not) on the leading edge of other advanced CCM methods and systems.
Macrosoft is a leader in providing professional technical services for client’s Customer Communication Management (CCM) needs using the Quadient Inspire Platform. We work in 3 major areas: Design and Development of new Inspire applications; Migration of assets and workflows from other CCM platforms to Quadient; and technical support of existing Quadient applications.
Select Survey Findings
The vast majority (74%) of AI-positive respondents indicate their company is already using customer mapping techniques in CCM operations.
Analysis –AI-positive respondents represent companies that are technology leaders in CCM communications. These companies lead not only in AI for CCM communications but also in other advanced technology areas of communications including the exciting new area of customer journey mapping and all its implications for greatly enhanced customer satisfaction.
60% of AI-positive respondents indicated their company is on a single CCM communications platform, as opposed to a much lower percentage (37%) for non-AI respondents.
Analysis – Being on a single CCM system is a definite positive in organizing CCM work within a company, and provides many benefits including efficiency; productivity; responsiveness and consistency.
69% of AI-positive respondents indicate their company uses the CCM platform for automated, interactive, and on-demand communications. Surprisingly, an even higher percentage of non-AI respondents (85%) use their CCM platform for the same purposes.
Analysis – These survey results are somewhat counter-intuitive. AI-positive users have not taken full advantage of other advanced CCM capabilities as the non-AI user group.