The document discusses expectations and trends for customer communications management (CCM) in 2014. It notes that electronic channels are expected to increase from 25% to 75% as customers demand more interactive and on-demand solutions. Top trends include using HTML5 for interactive statements, omni-channel output delivery, cloud-based CCM, and linking CCM with CRM and analytics. Regulators are also pushing for new transparency laws that require uses of standards like XBRL for financial reporting. The document outlines different use cases for CCM across industries like healthcare, insurance, banking, and corporate communications.
2. Interesting facts
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Electronic
Channel
25%
Print
Channel
75%
Increasing
Decreasing
Tremendous opportunity
for Electronic Channels,
Interactive and On
Demand solutions.
Interactive
âąAttracting Most
investments
âąMost Solution
Provider efforts
are targeted
On
Demand
âąMost Complex
and innovative
use cases
âą Target CCM
categories for
CCM providers
Distribution Channel Usage
CCM Categories
3. Top 10
Industry
Trends
T o p 1 0 i t e m s o n w h i c h
c u s t o m e r s a r e i n s i s t i n g a n d
v e n d o r s a r e w o r k i n g o n
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Statements using HTML 5, interactive PDF. Integration Interactive Statements with payment systems.
Omni Channel Output Statements using HTML 5, PDF, RSS, SMS, Email and print.
Legacy Modernization Aging structured output system. Moving CCM functions out of IT.
Integration Better integration with underlying transaction, marketing, customer service systems
Cloud Based CCM Adaptation of cloud based CCM and integration with cloud eco systems
On Demand Use cases Rapid movement to on demand use cases
Compliance Transparency and adherence with existing laws
CCM shared service Governance and CCM as shared service
CRM Integration with CRM and Marketing clouds
Analytics Linkage with predictive analytics
5. Transformation in
Output Delivery
H o w c u s t o m e r e x p e c t a t i o n i s c h a n g i n g
o n o u t p u t d e l i v e r y f r o n t
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Ou tpu t del i v er y met hods ar e c hangi ng to impr o v e c u s tomer engagemen t
7. Compliance and
Transparency
R e g u l a t o r s p u s h i n g f o r n e w l a w s t o
i m p r o v e t r a n s p a r e n c y .
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FINANCIAL CRISIS DODD-FRANK ACT
Prompted Regulators to push for Transparency enhance Reporting
by using
XML bases format - XBRL
Integration with BPM and BI
9. CCM in practice for
different industries
U s e C a s e s w h e r e D O C C M i s a p p l i e d i n
d i f f e r e n t v e r t i c a l s
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10. Health Group , Individual, Managed
âą Pre enrolment welcome kit
âą EOB (Explanation of Benefit)
âą Evidence of Coverage
âą Plan Communication
LIFE Whole, Variable, Annuities
âą Policy illustration and Quotes
âą Correspondence
âą Annuity Statement
âą Commission Statement
Property and Casualty
âą Declaration Pages / Endorsements
âą Customer Service Letter
âą Agent Correspondence
âą Quotes
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11. Transactional High volume periodic communications
âą Customer On boarding
âą Account Opening â retail, HNW, SME, Corporate
âą Retail and Business lending
âą Payment and Clearing
Corporate Low Volume and on going
âą HR on boarding
âą Invoice processing
âą Contract Management
Outreach Routine or Event based
âą Account Statements
âą Advisory Document
âą Corporate Communication
âą Marketing
Advisory Incident based and on going
âą Trade Services
âą Regulatory Reporting
âą Risk Management
âą Underwriting
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12. Structured
âą Regulatory Commercial Printing
âą Statements and bills
Publishing
âą Enrolment and Benefit book publishing
âą Correspondence management
Outreach
âą Campaign Management
âą Community and Social
Field Services
âą On Demand brochure
âą Pitch book
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13. Thank you for reading thisâŠ
For more queries please contact: Sarthak.Banerjee@gmail.com
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