As part of the Customer Success Survey 2025, kwsoft® surveyed around 60 banks and insurance companies from the DACH region (learn more about our references). The results offer valuable insights.
For banks and insurance companies, data protection and security are at the top of the IT agenda – even ahead of generative artificial intelligence (in 2nd place). Cloud computing follows in third place. Sustainable technology was also frequently mentioned as a key issue.
In the area of Customer Communication Management, the focus is on the digitization of customer communication. Almost equally important to respondents is efficiency in template creation. Accessibility ranks 3rd followed by performance. Close behind are cloud operations, clarity of customer communications, and generative artificial intelligence, which are roughly on par with each other.
Nevertheless, a quarter of respondents already use AI in the CCM area, while 45 percent are in the decision-making process. The main applications of AI here are content creation and optimization.
Online portals are considered the most important channel for customer communication, followed by emails with PDF attachments. Print is ranked third. Among the omnichannel hype topics, chatbots are gaining most tractions, whereas WhatsApp is considered to have little relevance for transactional costumer communication.
CCM is no longer a peripheral issue for companies. More than half of respondents stated that the importance of the topic has increased in recent years. On a scale of 1 to 6, CCM’s importance is rated at an average of 4.27 points.
