Beyond Static Templates

The traditional method of creating documents is no longer sufficient in today’s modern customer experience space. However, many companies continue to be bogged down with using outdated technology, which has led to a large number of templates being created and updated. These updates have become a major source of delays and risk due to the lack of control when trying to update documents. It should not be difficult to manage and maintain different versions of documents based on product offerings, regional requirements, and channel distribution methods.

Therefore, this white paper will outline the new architecture needed to transform your Customer Communication Management (CCM) model from a burdensome document-creation tool into a flexible content management system.

Why Your Existing CCM Plan May Not Support Scale

• Costly Change Management: Why manual changes need to occur over 100s of files every time you make one small edit to a regulatory statement.
• Governance Traps: The reason why you need to do manual audits to check consistency is because the system was designed poorly.
• Different Experiences: Why duplicating templates creates inconsistency in branding, voice, etc. among all your customer experiences.

Transition to an Intelligent Design

This whitepaper describes a modular and data-driven strategy for communicating effectively, efficiently, with both governance and flexibility. Within, we will also describe:

• The 3 Fundamental Layers: Creating layers for content, presentation, and logic can result in removing 70% or more of your templates.
• Federated Governance: Empowering Business Teams to execute at a faster rate than before but locking in Brand/Compliance Standards.
• The Role of Controlling AI: Using AI to rationalize and classify content without circumventing important approvals.
• A 5-Phase Implementation Pathway for CCM Directors: A roadmap for assessing, implementing, and optimizing your CCM continuously.

Creating a Scalable Future

You cannot treat the proliferation of templates as just another content issue; you must treat it as a strategic opportunity. By utilizing reuse strategies within your organization, you will be able to provide customers with compliant and relevant communications at the same pace as your company.

Download the Whitepaper to Redefine Your CCM Strategy.