3/15/16

By Stephanie Pieruccini, Vice President of Research and Enterprise & Technology Consulting Services, Madison Advisors

Managing customer communications continues to be a challenge for today’s insurance organizations. Customer communications and their corresponding workflows quickly become very complex due to the need to maintain compliance and make regulatory changes along with making communications more personalized, relevant and actionable. Add in the growing channel delivery expectations in the digital world and these hurdles have caused many insurance organizations to fall behind when it comes to achieving strategic communication goals and engaging with customers.

As might be expected, these rapid changes in customer communication requirements have driven software providers to build additional capabilities into their solutions. Unfortunately, these ever-increasing capabilities can often create a technology proficiency gap that leaves companies struggling to make effective use of or generate a return from their customer communications management (CCM) investments. Moreover, document composition tools represent only one element of customer communications lifecycle management, leaving internal IT departments with the burden of integrating numerous tools into an already disparate CCM infrastructure.

Read More