Customer communication has come a long way.

It has evolved from being a monologue to becoming an interactive dialogue with customers.

What was once a back-office function managing print and email statements has now become a strategic imperative at the core of customer experience and operational efficiency.

For CIOs in BFSI sector who are balancing priorities like aligning IT with business strategy, leveraging AI, and enhancing cybersecurity, creating an advanced CCM strategy has become one of the primary goals.

The sentiment is similar across organizations worldwide. CIOs in several leading banks and financial institutions have recognized this growing importance, and are taking measures to implement the right CCM solution. The market dynamics clearly reflect this shift. The global CCM software market in BFSI, valued at US$ 437.7 million in 2024, is projected to double by 2030, growing at a CAGR of 13.6%.

To stay competitive and implement a future-proof CCM strategy, CIOs must track the right trends and select the most suitable CCM platform that meets the right requirements. Doing so will boost reach, increase conversions, and build lasting customer loyalty—without compromising deliverability and compliance.

1. Hyper-personalization powered by AI and data

Generic communication no longer satisfies customers. By 2027, hyper-personalization at scale, driven by AI, machine learning, and advanced analytics, will dominate. According to McKinsey & company over 80% of customers want personalized interactions from their banks, and AI is projected to manage up to 70% of customer engagements in banking. The same report also estimates that AI could add USD 1 trillion in annual value to the global banking industry through enhanced customer service and tailored offerings.

Banks who are early movers in this area are already seeing stellar results. One study found that banks that employ AI-driven “next best action” strategies saw a 20% lift in customer engagement.

What should CIOs consider?

  • Using customer data to deliver personalized transactional communication at scale
  • Balancing personalization with strict data privacy, security, and ethical AI practices.

2. Seamless omnichannel experiences to drive engagement

Customers now demand smooth interactions across multiple channels, including websites, apps, SMS, WhatsApp, and branches. Effective CCM goes beyond multi-channel presence. It should offer consistent, integrated experiences across channels. A survey by Capgemini shows that 76% of consumers expect their bank to offer an omnichannel experience, and 79% expect seamless consistency across touchpoints. Customers don’t distinguish between email, mobile app, SMS or call center – they just want to pick up from where they left off on any communication channel without losing context. Enterprises that get this right see big payoffs: companies with cohesive omnichannel strategies report up to a 91% higher customer retention rate.

What should CIOs consider?

  • Eliminating communication silos to create a unified customer communication stack
  • Building seamless, smart cross-channel communication journeys to meet the expectations of digital-native customers, especially Millennials and Gen Z.
  • Integrating emerging channels into their communication stack without any delays.
  • Upgrading legacy systems to cloud-native infrastructure to handle scale and reduce engineering effort

3. Cloud‑native consolidation of CCM infrastructure

Financial institutions are rapidly moving core workloads to the cloud. McKinsey estimates that banks migrating these workloads realise infrastructure savings of 30+% percent, while IBM’s 2024 Banking Cloud Study shows that 82% of major banks now have a formal cloud strategy. Customer communications are following suit. Rather than maintaining a patchwork of on‑prem CCM suites and brittle notification scripts, CIOs are consolidating on all‑in‑one SaaS platforms. This trend will only grow in strength through 2025 and beyond.

What should CIOs consider?

  • Moving the customer communication stack to the cloud to facilitate flexibility, extensibility, and scalability
  • Bringing together all channels, vendors, workflows, and messaging templates into one location, and on the cloud.
  • Integrating the customer communication stack with all existing CDP, CRM, and CBS systems internally

4. Security, compliance, and data governance by design

In 2025, regulatory compliance and data security is one of the top priorities for every CIO. Financial regulators are cracking down on communication recordkeeping, encryption, and privacy (with fines reaching hundreds of millions annually for non-compliance). Every bank should implement a huge list of security and privacy features that include encryption, secure protocols, role-based access, and adherence to GDPR, PCI DSS, and other regulations.

At the same time, customers are wary: 56% expect banks to use their data responsibly to provide useful insights, but any misuse can quickly erode loyalty.

What should CIOs consider?

  • Integrating "security by design" and "privacy by design" philosophies from the start.
  • Strategically managing complex, evolving regulations.
  • Bringing compliance and security concerns to board-level attention.
  • Drafting an action plan to communicate effectively in case of a breach

5. Use of no-code solutions to minimize engineering effort

The rapid growth of no-code platforms are transforming how CCM solutions are developed, deployed, and managed by enabling non-technical users such as marketing professionals, business analysts, or compliance officers. They enable non-technical teams to create, modify, and oversee communication workflows and templates with minimal, if any, direct intervention from IT development teams. This is typically achieved through intuitive visual interfaces, drag-and-drop functionality, and pre-built connectors.

What should CIOs consider?

  • Freeing up engineering teams’ time and effort by implementing modern CCM solutions that support no-code creation and maintenance of communication workflows

Key challenges for banking CIOs in building a smart CCM strategy

Implementing a smart and effective CCM strategy involves addressing three significant challenges:

  • Modernization of legacy systems: Transition aging infrastructure in stages to avoid complexity and integration issues.
  • Data security and privacy: Secure sensitive customer data amidst increasing AI-driven personalization.
  • Balancing automation and human interaction: Ensure seamless human intervention in sensitive or complex situations to maintain empathy and nuanced customer care.

Overcoming these requires strategic vision, clear governance, and a collaborative, customer-focused culture across the enterprise.

The Fyno Advantage: A Strategic CCM Platform for Banking CIOs

Let’s take a look at what Fyno has in store to help CIOs implement the above mentioned trends into their customer communication stack.

Delivering smart personalization at scale

Fyno combines AI insights with real-time data to personalize every interaction. Its support for dynamic content and rich media lets banks tailor transactional communication based on individual customer behavior—at scale and in compliance with data privacy norms.

Unified Omnichannel Communication

Fyno unifies email, SMS, WhatsApp, RCS, and app messaging through a single API. Business users can orchestrate consistent cross-channel journeys—removing communication silos without burdening tech teams.

Cloud-native with powerful integrations

Built on a modern, cloud-native stack, Fyno lets banks replace fragmented vendor systems with a single, scalable communication platform. It integrates easily with CRMs, CDPs, and CBS platforms, reducing engineering effort and time-to-market.

Built-in compliance and bank-grade security

Fyno delivers enterprise-grade security with full audit trails, encryption, and compliance built in. It supports RBI localization, TRAI governance, and DPDP mandates—helping banks stay compliant with evolving regulations.

Powerful no-code playground to create complex workflows

Fyno empowers non-technical teams to manage templates, launch campaigns, and adapt workflows without writing code. This reduces engineering overhead and allows faster execution while preserving IT governance through role-based access and audit controls.

Conclusion: A strategic path forward

The CCM landscape is transforming rapidly. For banking CIOs, embracing trends like AI-driven personalization, seamless omnichannel experiences, interactive communication, robust security, and agile cloud platforms is essential for sustained success.

Banking CIOs must evaluate their strategies against these critical trends. Fyno provides a strategic partnership to help banks adapt, turning customer communication from a cost center into a strategic, value-creating advantage. By exploring solutions like Fyno, banks can establish resilient, agile, and customer-centric communication practices designed for future success.