Worldwide Customer Communications Management Software Forecast, 2020–2024: COVID-19 Thwarts Expansion Momentum
This IDC study provides the market size of the worldwide customer communications management market in 2019 and a five-year forecast through 2024 by geographic region and deployment type. It includes adjustments due to the impact of COVID-19 on forecasts through 2024. This document updates the market forecast included in Worldwide Customer Communications Management Software Forecast, 2019–2023 (IDC #US45394019, August 2019)."The adoption of customer communications management software, especially interactive communication deployed in the cloud, was on a positive trajectory prior to the COVID-19 impacts in 2020," according to Marci Maddox, research director, IDC's Enterprise Content Strategies research program. "Despite setbacks, organizations will adopt a broader cloud-first CCM strategy to future proof business continuity and the ability to communicate with internal and external audiences in times of crisis. COVID-19 exposed the need for consistent, timely, and channel-aware communications, designed collaboratively across hybrid work environments and reimagined in new contactless forms."
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