Customer Communication Insights
Practical thinking on customer communications, CCM platforms, AI, privacy and compliance, based on work with Australian banks, insurers, super funds, utilities and government.
Featured · CCM Software
Why a New Platform Doesn't Fix Bad Communication
A new customer communications platform sends content faster, it doesn't decide whether the content is any good. Why re-platforming rarely fixes confusing letters, and what it costs later.
Read article
25 August 2026
AI
The Advantage of Being Smaller
The advantage of being smaller: turning agility into a customer communications strategy
CCM Software
Customer Communications Platforms Are Expanding
The customer communications technology market is evolving.
CCM Software
ASFA Conference 2025: Innovation in member experience
Cadence's Kim Lykissas spoke at the ASFA Conference 2025 on how to "Enhance Member Engagement through Better Communications".
Financial Services
FRAUD: Why Smarter Customer Communications Are Your Best Defence
Fraud Awareness Week is a timely reminder that while technology, controls and detection systems get most of the attention, customer communications are one of the most powerful fraud-prevention tools organisations have, a...
CCM Software
CPS 230 and Customer Communications
Control, resilience and the opportunities surrounding CPS230.
AI
Designing Communications for Humans and Their AI Assistant
For years, organisations have worked to make customer communications more personal, timely and relevant. We’ve built data-driven journeys that send the right message, through the right channel, at the right time.
Financial Services
Keeping Customer Communications Secure: Best Practices for 2025
When it comes to communicating with customers, speed and convenience often take centre stage. But there is another factor that matters just as much: trust.
Digital
The Rising Threat of AIT Fraud in SMS
Artificial Inflation of Traffic (AIT) fraud, sometimes called "SMS traffic pumping", is becoming a serious threat in Australia. Fraudsters exploit SMS authentication systems by generating fake sign-ups or bot accounts th...
Financial Services
Designing Communication Journeys That Drive Action
Customers are busy. They don’t read every message, and they certainly don’t want to piece together instructions scattered across print, email, apps, and SMS. Yet too many organisations still treat each channel as a separ...
Superannuation
How Superannuation Funds Can Improve Member Communications
Effective communication is at the heart of strong member relationships. For superannuation funds, clear, timely, and personalised messaging is not just a nice-to-have. It can improve engagement, satisfaction, and trust.
Digital
From Paper to Digital: The Hidden Value of Integration
Over the past decade, many Australian enterprises have been making the shift from paper-based customer communications to digital. Bills and statements that once arrived in the letterbox now appear in email inboxes and on...
AI
How Enterprises Can Harness the Power of AI-Driven Communications
The future of customer communication is here, and it’s powered by artificial intelligence. For Australian enterprises navigating the ever-evolving digital landscape, AI offers unprecedented opportunities to connect wi...
Financial Services
Navigating Privacy & Consent in Australian Customer Communication
As customer expectations rise and regulatory scrutiny sharpens, privacy and consent have become front-and-centre issues for Australian enterprises. Whether you're sending a simple policy update or delivering dynamic digi...
CCM Software
Enterprise Customer Communication Considerations in APAC
APAC enterprises face challenges in managing customer communications, often using fragmented systems and vendor-driven solutions. Cadence Communications offers independent expertise to streamline processes, enhance engag...
Financial Services
Key Challenges in Financial Services Communications
Why Financial Services Companies Need a Tailored Approach to Enterprise Communications
Insurance
The Hidden Complexity of Customer Communications in Insurance.
Many insurance companies find themselves managing multiple Customer Communication Management (CCM) platforms such as Smart Communications, OpenText, Quadient, and Messagepoint. While each of these solutions is powerful i...
CCM Software
Why Insourcing Customer Communication Software is a Good Idea.
Insourcing Customer Communication Management (CCM) offers businesses greater control over data security, brand consistency, and customer engagement. By managing CCM in-house, companies can respond faster to market change...