WEBINAR

The Next Era of Customer Communications

CCM is entering a new era. Is your organization ready?

AI is changing what’s possible. Customer expectations are accelerating. And legacy CCM platforms are increasingly standing between organizations and what comes next.

Be among the first to hear where the market is headed.

Join IDC analyst Amy Machado and Scott Draeger from Smart Communications for The Next Era of Customer Communications, a new webinar exploring the latest findings from the 2026 IDC MarketScape for Customer Communications Management.

Get a first look at what’s reshaping CCM, how AI is changing the landscape, and what organizations need to consider now to prepare for what’s next.

What you’ll learn in this webinar:

Migration as Modernization
See why the strongest CCM migration cases go beyond re-platforming to rethink what customer communications can deliver.

AI Maturity & Agentic Capabilities
Explore why agentic AI matters for CCM and how leading organizations are beginning to apply it.

Peer Benchmarks
Get fresh survey insights into shifting CCM ownership, evolving KPIs, emerging risks and the outcomes that define CCM success.

Frequently Asked Questions

I want to attend the webinar and learn from the content, but I have a conflict at this time?

Go ahead and register and we’ll make sure to share a recording of the webinar with all registered attendees.

The Next Era of Customer Communications

What you’ll learn in this webinar:

About the Speakers

Scott Draeger

Amy Machado

Scott Draeger

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Frequently Asked Questions