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Articles by Bryan Matlock
Capturing an Untapped Market
There is a conversation happening in boardrooms and compliance offices across financial services, insurance, healthcare and utilities that tends to start with regulation and end with obligation. Organizations ask how they meet accessibility requirements for their customer communications and how they avoid the risk of falling short. That framing is understandable, but it is also limiting. Accessibility in customer communications should be more than a compliance checkbox.
Migration to Modern Cloud Systems
Having spent years working with organizations across financial services, insurance, healthcare, utilities and government, I have seen how cloud conversations around CCM are rarely straightforward. Leaders recognize the need to modernize, but they are also responsible for highly regulated, high-volume communication environments that rely on many moving parts and often cannot afford disruption. This tension is what makes CCM cloud migration both compelling and complex.
Customer-Centric Banking for the Win
The key question millennials are asking about their relation with their banks is this: Does my bank know me? In other words, is it addressing all my wants and needs as well as providing service so personalized that it can predict and even exceed my expectations? Most millennials now consider such a personalized experience from a financial company to be as valuable as its products and services.
Too Big, Too Small, Just Right
Let's first start with a couple of things not to do. What follows is arguably common sense, but as I say all too often, common sense isn't that common. Firstly, never start with the technology; always start with the business problem you want to solve. I say this as it's common to see enterprises and government departments alike pulling together shortlists of technology providers before they have built a thorough business case or undertaken any business analysis. That's a recipe for disaster.
Start Small, Dream Big
The customer communications market has evolved over the past three decades. Today’s customers expect instant, personalized and seamless experiences across all channels. Artificial intelligence (AI) is driving this evolution, reshaping how organizations connect with customers, streamline operations and boost efficiency.
Automated Document Understanding: The Real Vector for Enterprise AI
Intelligent document processing (IDP), an AI-powered technology that reads documents and extracts meaning, has quickly become the advanced successor to traditional document extraction tools such as optical character recognition (OCR). Expectations for IDP are high: the global intelligent document processing market was valued at just under $8 billion last year and is projected to reach around $67 billion by 2032, reflecting a robust compound annual growth rate of 30.1%.
Interoperability Across CCM, CRM, ECM and CXM
Technology landscapes within large enterprises have always been complex. Over the past two decades, organizations have built out capabilities for Customer Communications Management (CCM), Customer Relationship Management (CRM), Enterprise Content Management (ECM) and Customer Experience Management (CXM). Each discipline matured with its own technology stack, vendor ecosystem and set of champions inside the business.
CCM In-House or Outsource
In today’s complex and highly regulated customer communications management (CCM) landscape, organizations face a critical decision: Should they keep operations in-house or outsource them? The answer isn’t straightforward. Each approach — whether insourcing, outsourcing or leveraging a hybrid model — comes with its own set of advantages, challenges and trade-offs.
Data Privacy & Sovereignty
The rapid expansion of artificial intelligence (AI) has ushered in an era of unprecedented data collection, processing and utilization. While this has propelled innovation, efficiency and convenience, it has also ignited serious concerns about data privacy, sovereignty and control. As organizations and governments grapple with these challenges, consumers are demanding greater transparency, protection and autonomy over their personal information.
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