Customer Communications Management in a Digital World

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6 March 2020

The Role of CCM as CX Solutions Converge

Key research questions

  • How is digital changing customer experience, and what is CCM’s changing role?
  • How is CCM technology evolving as related digital customer engagement systems overlap with CCM’s traditional functions?
  • What are important considerations for financial institutions contemplating a CCM investment?


Once just a back office batch printing system, customer communications management (CCM) systems have been transformed to create, deliver and store outbound and inbound customer communications information across both digital and personal channels, and in paper or digital format.

Digital has created proactive, personalized, and insightful customer experiences delivered in near real time across a growing number of engagement points. In response, customer communications management (CCM) systems have rapidly evolved from batch statement generation systems to omnichannel systems that are a foundational technology for customer engagement and content management.

CCM systems have been rearchitected and integrated with a growing internal and external ecosystem of solutions and data to remain relevant as banking becomes increasingly digital.