Editor's Note: We have written about the fundamental changes sweeping across the customer communications management function for the last several years. Customer experience and the way we engage our customers has challenged all of us in this industry to rethink how we approach the very heart of our business—the customer. One thing is certain: We cannot afford to go backwards. I'd like to thank our friends at IDC for sharing their brand-new infographic, "Driving Smarter Customer Engagement," on how the customer communications landscape is changing and how all of us can meet the challenges ahead to achieve real customer engagement.

Terry Frazier is a research director within IDC's Document Solutions research group. He is responsible for the Smart Customer Engagement practice as well as written research in managed print and document services and document outsourcing. Follow @IDCHardcopy on Twitter.

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