Madison Advisors has seen a move in corporate IT departments to respond quickly to digital transformation initiatives that are changing market conditions. This includes outsourcing non-core competencies, such as customer communications management (CCM). Technology and associated costs needed to support an efficient and effective CCM strategy is staggering for organizations. It requires perishable, specialized skills that IT groups do not typically focus on maintaining. Content management, document composition, omni-channel delivery and data analytics are examples of the needed technologies that are difficult to maintain mastery of inside the corporate structure.
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