A Conversation with the Builders of CCM
Joining CCM Forge Talks to discuss how customer communications is moving beyond documents, composition, and production toward context, orchestration, and outcomes.
Sitting on the Other Side of the Microphone
I recently had the opportunity to join Hari Krishnan on CCM Forge Talks for my first guest appearance on another podcast.
That made this conversation a little different for me. Most of the time, I am the one asking the questions on Above the Treeline. This time, I had the chance to sit on the other side of the microphone and engage directly with the CCM Forge community of architects, developers, product managers, integration teams, and dedicated professionals doing much of the real work behind customer communications platforms around the world.
The conversation covered a lot of ground, including how enterprise communications has evolved, why the traditional composition model is under pressure, what CCM has solved over the past 30 years, and what remains unresolved as the market moves toward context, orchestration, AI, compliance, and measurable outcomes.
We also talked about the future of print service providers, the economics of mail, and why the next phase of customer communications will require a different way of thinking about value. The question is no longer simply how many documents were produced or delivered. It is whether communications help enterprises create better outcomes, maintain trust, and operate with accountability.
What I appreciated most about this conversation was the audience. CCM Forge is speaking directly to the practitioners building, integrating, and extending these systems every day. That perspective matters. The future of CCM will not be shaped only by analysts, vendors, or enterprise buyers. It will also be shaped by the people writing the code, designing the workflows, managing the integrations, and building the guardrails that make trusted customer communications possible.
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