CCM Best Practices for Insurers

In recent years, insurers have been grappling with greater complexities caused by an adverse macroeconomic environment, heightened competitive pressures, historically low interest rates, and an increase in regulatory changes. On top of that, consumers have become more empowered due to digitization and the Internet—causing insurance providers to critically review the way they communicate and do business with their customers.

Under these market conditions, customer communications management (CCM) has become critical for businesses. CCM solutions help insurers optimize and improve their customer communications to provide a positive customer experience, create loyalty and trust, as well as positively impact the bottom line.

Nevertheless, most enterprises struggle with making CCM work. This white paper discusses best practices in implementing CCM solutions to help insurers improve their customer communications, reduce the cost associated with these communications, and to deepen their customer relationships.

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