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CCM Sector Snapshot research for Financial Services, Utilities and Retail

You may already have seen our recent research report – Customer Communication Management in the new normal – pain-points, priorities and ambitions – which captured the thoughts of 250 senior decision-makers relating to post-pandemic customer communication management strategy.

Now, we’ve pinpointed responses by sector, creating short snapshot summaries of some of the standout findings from executives in three distinct sectors – financial services, utilities and retail.

In these snapshot reports you’ll uncover the views of sector peers on important themes such as:

  • The call centre’s role in customer communications
  • Enabling anywhere operations
  • Safeguarding the customer experience
  • The biggest barriers to digital communications progress

And much more.     

These short snapshots aim to provides you with a useful coffee-length overview of sector-specific challenges and priorities as businesses emerge from a tough 24 months.

The common theme across all sectors is the perceived difficulty of moving from embedded legacy operations towards solutions which are more agile, intelligent and better suited for the ways in which we are now working. In reality, we’re overcoming this perception by working with clients to quickly integrate digital solutions to solve obvious legacy problems – and building out from there.

Find your sector report below and download for free. We hope the findings spark some interesting discussions amongst your own CCM teams.

Financial Services CCM Snapshot Report

Utilities CCM Snapshot Report

Retail CCM Snapshot Report