InfoTrends reports on findings from interviewees representing 50 billion customer communications delivered in 2016

InfoTrends (a division of Keypoint Intelligence) has completed a special report titled Enterprise Customer Communications – Trends & Strategies from Around the Globe. This comprehensive report is the result of interviews with over 60 providers of customer communications services and other market stakeholders responsible for delivering more than 50 billion printed, electronic and mobile communications worldwide last year. Through this research, InfoTrends gathered insights on:

  • The current state of the customer communications market, business dynamics driving growth, and the obstacles challenging it.
  • Nuances of outsourcing, electronic delivery adoption and multi-channel messaging – as well as innovative solutions by geography and vertical market.
  • Evolving enterprise needs influencing current and future investment decisions.
Matt Swain.
Matt Swain.

These interviews, said InfoTrends, uncovered valuable insights about how enterprises are adapting their customer communications strategies to meet evolving client expectations. New channels and technologies promise innovative ways for enterprises to reach their customers, while traditional communication channels demonstrate staying power. Consumer expectations are driving demand for more relevant messaging and a uniform experience across channels. However, companies must weigh these advancements against data security concerns and regulations that are growing more complex and unforgiving. “As we continue to expand the breadth and depth of our coverage within our Customer Communications advisory service, this initiative was an important complement to the annual surveys and market forecasts that we’re already offering our clients,” said Matt Swain, Group Director at Keypoint Intelligence – InfoTrends. “Our team is already exploring how to build from the key findings of this report to provide even more value within our services.”

To keep pace with these changes and to remain competitive, some enterprises are investing in advanced customer communications technology platforms while others are turning to their outsourcing service providers for strategic guidance and for comprehensive communications solutions. For more information on this study, please contact Deanna Flanick at The study is also available as part of InfoTrends Insights module for its Customer Communications advisory service.


Tony Curcio is the editor of Graphic Arts Magazine.