How is the transition from legacy systems to a modern CCM platform achieved, and what role does AI play in this? At the Customer Communication Breakfast on October 22, 2026 in Zurich, jointly organized by faigle, Inventx and You., Over 50 industry professionals gathered to exchange ideas and network. The hosts provided insights into the market and practice and showed how output from a single source can work: from the software to the operation and delivery.
Many banks and insurance companies today operate in an output landscape that has grown over the years. For mass output, there is proprietary software; for individual departments, separate solutions; for printing and digital delivery, external service providers. Each component entails a separate contract and another interface.
One contact person for the entire output
How to simplify this overgrown landscape was shown faigle CEO Armin Bäbler with the Joint offer by faigle, Inventx and neeyo: Output Management as a Service.
neeyo provides the platform for mass and individual output; Inventx operates the Swiss ix.Cloud; faigle is responsible for printing and digital delivery. For banks and insurance companies, this means a contract, a central contact point, and a consistent service from document creation to delivery. faigle also provides support for the employees who work with the platform.
The CCM market is reorganizing itself
Mergers, product discontinuations, and expiring support are changing the CCM market. Markus Gruber, Director Enterprise neeyo Group, It showed why migration becomes mandatory for many companies – often with a fixed end date – and why simply replacing the current system is not enough.
Those who only exchange information retain the gaps between the systems. What is needed is an architecture in which communication functions as a service and open interfaces are the deciding factor. The role of communication is also changing: paper remains, but as a channel among many. Digital correspondence ranges from the e-invoice to barrier-free documents. And in the best case, every customer response triggers the next step. Success is then measured by the response, not the output.
From the practice: Six months instead of Big Bang
How a migration succeeds was reported Bruno Büchel, Software Engineer CH/IPD Swiss Life. At the beginning of 2023, the insurer’s output management system processed 6.2 million documents annually. Business-critical components had been running without maintenance and support for years. The risk of failure grew.
Swiss Life decided on targeted replacement rather than a comprehensive redesign. An early proof of concept provided the basis for the decision: within two and a half days, seven representative documents were implemented with the neeyo solution. The transition proved very feasible. Just six months after the initial conversation, the new component went into production.
The result: stable operations, comparable performance, and a lower risk of downtime. And the foundation remains the same: Swiss Life aims to gradually replace other components and simplify the output landscape. Büchel named clear scope and neeyo as partners that are on an equal footing as success factors.
Live demo: One content, multiple channels
How modern CCM processes can be implemented in everyday work was demonstrated. Cyril Lindenmann, Consultant neeyo Switzerland, based on a fictitious case study of a bank. The focus was on renewal offers for fixed-rate mortgages: A template is available in multiple languages; the same content is presented as a letter, email, or message.
Departments can maintain content and rules themselves, without having to rely on IT for every change. IT provides the data, and compliance remains integrated into the approval process. Through the Single Point of Change The adjustment takes effect immediately in all affected templates and channels.
AI in CCM: From the individual tool to the integrated process
Gerhard Gruber, Director Product neeyo Group, stated neeyo.trinity before that KI add-on module of the neeyo Suite, and showed where AI can support existing workflows: for example in creating templates from PDFs including data and logic, in analyzing and maintaining existing resources, or in interactive document creation.
The difference lies in the technical context: neeyo.trinity is directly integrated into the CCM environment and draws on the company’s knowledge. Which AI models are used remains flexible. Changes and results are always traceable, and audits and approvals continue to be carried out in a controlled manner. The principle behind this is four eyes plus one model.
Good conversations, new contacts, and inspiration for the next steps: We look forward to continuing the exchange and creating joint projects from it.
For the recap: Presentation „CCM in Transition“ (pdf)
Impressions
© Petra Wolfensberger
