Executive Summary
Artificial intelligence is starting to redefine customer communications management (CCM), but many companies are unsure of the best way forward to succeed with AI. The stakes of getting it right are rising as generative AI and agentic AI accelerate innovation in omnichannel communications and payments, elevating customer experience, driving efficiency gains and helping achieve other enterprise goals.
This white paper outlines a four-step roadmap to help organizations build the strategy, infrastructure and implementation approach needed to turn AI ambitions into measurable business results. Implementing AI to Improve Transactional Customer Communications addresses the data and technology foundations companies need, the role of executive sponsorship, and how to prioritize AI use cases that support enterprise goals. It also addresses when to build, buy or partner and evaluating and scaling AI initiatives.
Companies also can explore:
- Risks and rewards of AI
- How ML, NLP, LLMs, GenAI and agentic AI may fit within transactional communications
- How AI can enhance—not replace—human expertise
- Use cases for improving experiences and outcomes at every step of customer journey
