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CCM's Critical Role in Anytime, Anywhere Customer Engagement

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28 September 2021

How Customer Communications Management Technology Fits into Omnichannel Enterprise Information Management

Abstract

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.