Customer Communication Dynamics in Insurance: Deals, Functionality, and Technology

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11 January 2018

Properly interacting with customers remains a key function for insurance companies, more so nowadays because customers have higher expectations.

Key research questions

  • Are insurers accelerating investment in CCM systems?
  • What do insurers use CCM for?
  • Are insurers satisfied with the CCM features and functions offered by CCM technology vendors?


Understanding the main trends in the CCM system vendor market is key to insurers making optimal decisions and improving how they communicate with their customers.

In their efforts to digitize communication with customers, insurers need to evaluate customer communication management (CCM) system providers and select the best in class.