CCM's Critical Role in Anytime, Anywhere Customer Engagement

Create a vendor selection project
Click to express your interest in this report
Indication of coverage against your requirements
A subscription is required to activate this feature. Contact us for more info.
Celent have reviewed this profile and believe it to be accurate.
We are waiting for the vendor to publish their solution profile. Contact us or request the RFX.
Projects allow you to export Registered Vendor details and survey responses for analysis outside of Marsh CND. Please refer to the Marsh CND User Guide for detailed instructions.
Download Registered Vendor Survey responses as PDF
Contact vendor directly with specific questions (ie. pricing, capacity, etc)
27 September 2021

How Customer Communications Management Technology Fits into Omnichannel Enterprise Information Management


The digitization of banking and the componentization of and improvements in its technologies has led to blurring lines of demarcation between traditional technology product categories. This technology trend toward loosely-coupled systems is emerging in all banking technology categories, but is especially true for customer engagement, customer communications, and customer relationship management systems. These systems increasingly overlap in their functionality, line of business support, and use cases across digital channels, account origination, account servicing, and customers statementing systems.

This report examines how market trends are changing the CCM technology segment, what this means for financial institutions (FI), the growth of enterprise information management (EIM), and how deployment of CCM system across the banking enterprise is evolving towards the enterprise, cloud and managed services.