U.S. Smart Customer Engagement Services Forecast, 2015–2019
This IDC study covers the U.S. smart customer engagement (SCE) services market, which represents an addressable market of about $1.4 billion for 2015. The U.S. market is projected to remain relatively stable, but with a slight decrease to $1.39 billion in 2019 at a CAGR of -0.2%. The market is presented in two segments — print/mail/fax communications and digital delivery and customer engagement services. While the print/mail/fax communications segment is projected to decline from $1.16 billion in 2014 to $1.04 billion in 2019 at a CAGR of -2.2%, digital delivery and customer engagement services are projected to increase from $239 million in 2014 to $344 million in 2019 at a CAGR of 7.6%."The landscape for customer communication management is changing rapidly as major shifts in consumer behavior drive changes in corporate behavior. The opportunities in this converging market are available to those vendors that can develop the vision and strategies to integrate with multiple data sources, facilitate conversational integrity, and transform the customer communications process for companies struggling with this shift," says Terry Frazier, research director, IDC's Document Solutions.
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