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.

1. Expectation from
CCM in 2014
BASED ON RESEARCH ON CCM DOMAIN.
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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
•Attracting Most
investments
•Most Solution
Provider efforts
are targeted
On
Demand
•Most Complex
and innovative
use cases
• 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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4. SB
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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6. SB
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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8. SB
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
• Pre enrolment welcome kit
• EOB (Explanation of Benefit)
• Evidence of Coverage
• Plan Communication
LIFE Whole, Variable, Annuities
• Policy illustration and Quotes
• Correspondence
• Annuity Statement
• Commission Statement
Property and Casualty
• Declaration Pages / Endorsements
• Customer Service Letter
• Agent Correspondence
• Quotes
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11. Transactional High volume periodic communications
• Customer On boarding
• Account Opening – retail, HNW, SME, Corporate
• Retail and Business lending
• Payment and Clearing
Corporate Low Volume and on going
• HR on boarding
• Invoice processing
• Contract Management
Outreach Routine or Event based
• Account Statements
• Advisory Document
• Corporate Communication
• Marketing
Advisory Incident based and on going
• Trade Services
• Regulatory Reporting
• Risk Management
• Underwriting
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12. Structured
• Regulatory Commercial Printing
• Statements and bills
Publishing
• Enrolment and Benefit book publishing
• Correspondence management
Outreach
• Campaign Management
• Community and Social
Field Services
• On Demand brochure
• Pitch book
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13. Thank you for reading this…
For more queries please contact: Sarthak.Banerjee@gmail.com
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