Customer interactions in banking, insurance and government are moving away from simple linear case-by-case communication. Instead, they are becoming more complex with the expectation of real-time responsiveness and the need for more personalized solutions. The industry has been greatly challenged to meet these expectations, and to do so in a way that will be sustainable over time. In the past, the approach to new services has been to jumpstart with a new web-service or off-the-shelf software product, get it flying first, and then figure out how to integrate it into an existing IT environment.

Connecting the long-term archive, which does not speak REST/JSON yet? Integrating the content library of this CMS behemoth you installed in the 90ies? Interfacing to the callcenter management suite of your outsourcing Partner in Bucharest? Your print provider speaks only AFP, but the team of web-app developers that built your latest engagement app think a document must be a PDF? After all, half of your customers are far too old to even use the damn app in the first place and really love to go to fetch their letters, what now?

If you consider these questions to be important, and want to take integration as a basic ingredient of your next customer communication modernisation project, and think integration above the buzzword-level, talk to the Pilotwave.