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Integrating Customer Communications Engagement Across the Bank

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7 December 2021

The Role of Core Banking System Vendors and Integrators in CCM and Customer Experience

Abstract

The marketing statements of financial institutions have for years touted“customer-first”, “customer 360”; and “omnichannel communications” to describe a long-term vision for increased customer wallet share and customer satisfaction. After more than a decade of technology investment, many financial institutions have made significant progress but there are many years to go and additional technology investment to be made. In particular, financial institutions need to better leverage their core banking system to access more customer data and make it accessible across all customer use cases in real time.

This report analyzes how core banking systems play a mission-critical role to integrate customer engagement systems and data sources; how systems integrators deliver strategy consulting, systems integration, and platform delivery/deployment; and how financial institutions can achieve real-time, anywhere, anytime customer engagement. Banks have most of the technology to achieve these goals; now it is time to choose what the CCM architecture for the next decade is going to look like, and which solutions will populate it.