Customer Communication Management for Financial Services

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Customer Communications Management (CCM) systems have traditionally been purpose built for sending regulatory and compliance messages about back office operations such as policy packages, ID cards, bank statements and claims documents.

Legacy CCM systems were primarily designed to process large volumes of batch transactions and optimized for ‘print & mail’ operations. These applications pose several challenges in meeting the current demands of radically transforming digital economy. Outbound communication strategy has been an afterthought for organizations.

In the current digital ecosystem of products and services, it is imperative for companies to integrate communication as an important component of the overall customer experience journey. Communication systems cannot be treated as isolated, reactive or transactional applications that merely exist for composing letters and notices for print channels. A well-positioned and capable outbound communication solution can provide several opportunities to attract and retain customers, in addition to providing required service notifications.

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Featured Expert

Sumit Uppal

Expert in Digital Transformation and Experience Engineering