WhatTheyThink

Articles by Will Morgan

Will Morgan is an experienced industry analyst with expertise in the Customer Communications Services market. In his role as Senior Research Analyst at Aspire, Will works alongside the wider analyst team to provide advice, insight, and vital intelligence to the company's expanding customer base on both sides of the Atlantic.

About Aspire

Founded in 2015 by industry expert Kaspar Roos, Aspire is a leading consulting firm specializing in the Customer Communications Management (CCM) and  Customer Experience Management (CXM) industries. Through deep market expertise and global insights, Aspire works with software vendors, service providers, enterprises, and investors to successfully transform their CCM into CXM.

Displaying 1-4 of 4 articles

How CCM Technology Vendors Can Help Clients Achieve CXM in the New Digital Reality

Published September 15, 2020

The Customer Communications Management (CCM) market continues to undergo radical changes, especially in the wake of COVID. Aspire CCS recently published “Understanding the New Digital Reality,” an extensive study of the effects of the pandemic and its resulting economic and cultural fallout on the customer communications market. This third of a four-part series focuses on how social distancing measures have forced many businesses to enable their employees to manage customer communications remotely, further accelerating the transformation from CCM to CXM by pushing more organizations toward cloud computing.

How Cloud Computing Is Transforming CCM

Published July 27, 2020

Will Morgan, Senior Research Analyst for Aspire CCS, provides some key takeaways from a new report that takes an in-depth look at the state of cloud computing in Customer Communications Management (CCM) and highlights opportunities for enterprises and services providers who are ready to modernize their communications strategies.

Becoming A Trusted Advisor: How Service Providers Can Leverage The CXM Revolution to Secure Long-Term Profitability

Published June 10, 2020

The Customer Communications Management (CCM) market is undergoing radical changes on an evolutionary scale. Late last year, Aspire CCS surveyed businesses across the globe, interviewed stakeholders in every facet of the market, and published an extensive report entitled, “The State of CCM-to-CXM Transformation.” This second of a four part seriesfocuses on customer communications service providers’ place in the emerging ecosystem by examining the five steps to CXM maturity and explaining how providers can upgrade their technology and strategy to move up the scale, ensuring their long-term viability.

Understanding The CCM-to-CXM Evolution

Published March 11, 2020

As we enter the third decade of the 21st century, the Customer Communications Management (CCM) market is undergoing radical changes on an evolutionary scale. In order to better understand the forces behind this evolution, late last year Aspire CCSsurveyed businesses across the globe, interviewed stakeholders in every facet of the market, and published an extensive report entitled “The State of CCM-to-CXM Transformation.” This four-part series, published in partnership with WhatTheyThink, will take a look at some of the key takeaways from this research by first examining the forces driving this evolution.