When Stability Becomes Risk: CCM Modernization in 2026
This blog unpacks why “we’ve always done it this way” has quietly become the most expensive sentence in customer communication. It explains communication debt, stagnation tax, and the shift to agent-to-agent interactions, then offers a practical 2026 guide to modern CCM ownership, workflows, and context-driven experiences.
AI in Customer Communication Management: Powerful Assistant, Not Decision Maker
AI is reshaping customer communication management, but not by replacing teams. This blog explores how AI accelerates execution while humans still own strategy, compliance, and accountability, and why oversight is now non‑negotiable under emerging regulations like the EU AI Act.
Why CCM Belongs to CX, Not IT, in 2026
This blog unpacks why Customer Communication Management can no longer live solely in IT, and why 2026 belongs to CX‑led CCM. It explores how shifting ownership from ticket‑driven teams to customer‑centric teams turns bills, policies, and alerts into powerful moments of trust, clarity, and retention.