Customer Stories

A major pension administrator risked losing a key client over poor communication quality, yet internal metrics showed nothing wrong. We provided an outside-in assessment to uncover the real issues: bloated print-heavy documents, manual inefficiencies, and a fragmented operating model out of step with digital expectations. The result: a transformation to journey-based communications, smart forms, and elimination of costly manual processes.

When a large UK building society faced the potential collapse of its primary communications supplier, we helped them cut through stakeholder misalignment and time pressure to land on the right long-term model.The outcome: a hybrid sourcing approach, with composition brought in-house and a CCM Centre of Excellence established to govern it.

A leading insurer needed to consolidate a fragmented, on-premise communications landscape and migrate to the cloud by 2028 - while managing security risks, compliance requirements, and complex enterprise governance.We supported vendor selection, architecture design, and migration planning, helping the organization establish a clear, executable path to transformation.Cloud transformation in CCM isn't just about replacing technology - success depends on aligning platform, architecture, and migration strategy.

A large US Healthcare Insurer was reviewing its existing Customer Communications Management (CCM) technology stack. This American Fortune Global 500 and Fortune 500 Company needed to access a trusted, independent and expert view of the vendor market in order to ensure it was using the right technology for the business and its updated Target Operating Model.