16 Apr Digitization: necessary and challenging

For many companies, the move to email is not long in coming. In doing so, they are taking the first step in digitizing customer communications. A development that is necessary and at the same time creates challenges, e.g. in the area of personnel. Where previously expanding the range of tasks of a print shop employee with e.g. pdf generation was simple, increasingly specialist (ict) knowledge is needed.

Customer Communication Management (CCM) is increasingly a full ICT affair which revolves around system and data integration, data storage, process control, reporting and stability. Knowledge and experience in this area is scarce and the scarcity is increasing. One cause of the scarcity is the increasing business need for and focus on modern front-end solutions such as websites and apps. The new generation of developers is increasingly focusing on computer languages (Python, C#, etc.), on user interfaces such as websites, chatbots and apps. Understandable and risky. This trend is causing a crumbling of enterprise-wide solutions such as for CCM. In the longer term, this may result in increased management and investment costs.