Customer Communications Management Systems 2020

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6 March 2020

A Vendor Spectrum

Key research questions

  • How is digital changing CX, and what is CCM’s changing role?
  • What are the key CCM capabilities, and which vendors provide them?
  • What are important considerations for financial institutions contemplating a CCM investment?


Customer communications management (CCM) systems create, deliver and store outbound and inbound customer communications information (documents and data), for customer statements, billing, marketing offers, product information, account renewals, compliance disclosures, new product introductions, renewal notifications, delinquency notices. Information may be in paper or digital format, distributed across both digital (web, mobile, email, ATM) and personal (branch, mail, call center) channels.

CCM systems are a critical back-office technology that connects core banking systems with front-end customer engagement systems to deliver a digital customer experience to customers across all retail product lifecycles.

This Celent Spectrum Report evaluates leading CCM vendors in the European and North American banking markets.