Breakdown to Breakthrough: Energizing Your Communications Management

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25 October 2019

Key research questions

  • What is the current state of CCM and how is it evolving?
  • How does CCM solutions address client engagement?
  • How are CCM solutions focusing on wealth management needs?


Wealth managers are eager to learn new ways to improve the customer experience they provide as firms are feeling significant pressures from their clients’ digital experiences outside of finance. This means that wealth management firms need not only to offer best in class digital experience, but also to continuously adapt to the newest trends to keep clients engaged. Cost pressures, regulatory burdens, and client expectations are pushing wealth managers to be agile and adaptive. Customer communications management (CCM) solutions enhance firms’ technological agility to deliver personalized communications that engage and evolve with the client.

CCM uses technology to deliver personalized communications and solve operational struggles, and in so doing drive revenue generation for the front office and efficiency for the back office. Improved client experience leads to higher retention rates and chances to cross-sell and upsell, while operational efficiency enables effective allocation of costly resources. When building a strategy, the connectivity and integration capabilities for CCM solutions are vastly important as the solutions provide incremental benefits for a firm and are not in themselves an end-all solution for delivering communications.