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Practice
Customer Communications Experience (CCX) is how Canon IMS designs, orchestrates and measures every statement, letter and message as part of the customer journey, from one governed source and through the channel each customer prefers.
Statements come out of one system, service letters out of another and marketing messages out of a third. Each has its own templates, its own idea of the house style and its own release process. The customer sees one organisation contradicting itself, and a change to a legal paragraph means finding every place it was ever written. Since 2025 the European Accessibility Act adds a further requirement: every one of those templates also has to meet accessibility standards, one more reason a single governed source beats five disconnected ones.
Canon organises information management in four movements: Capture, Content, Communicate and Process. This practice delivers the Communicate layer. CCM gave organisations one place to produce documents; CXM added the customer journey. CCX brings both together: every message designed, orchestrated and measured as part of the experience.
Templates, content blocks and business rules in a single place, so a change to a paragraph applies everywhere it appears. Business teams edit the wording; the layout and the brand hold on their own.
The same communication goes to print, email, portal or archive depending on what the customer chose, without being rebuilt for each channel.
Templates and content blocks with business rules, managed centrally.
Print, email, portal and archive from one source document.
Controlled editing, approval and versioning of every customer-facing template.
Every outgoing communication stored exactly as the customer received it, with the audit trail to show who approved it and when, the record a compliance review or a customer complaint asks for first.
Renewal reminders, claims updates and onboarding steps that fire on their own when the customer’s situation changes, not on a marketing calendar.
One message, personalised to what the customer already told you, reaching them through print, email, portal or app, whichever channel they picked, not whichever system happened to generate it.
Automated workflows remove the manual step of rebuilding the same message for every channel, so a response to a changing market or a customer’s changing situation goes out in hours, not the next release cycle.
Every communication runs through a governed workflow with a full audit trail, instead of living in scattered local databases each with their own access rules, the same centralised, encrypted approach that the audit and access-control requirements under NIS2 and DORA increasingly expect from organisations handling customer data at scale.
From the moment a trigger fires in a source system, to the day the message reaches the customer through the channel they picked, without a person rebuilding the same content for every channel.
The situations this practice is most often brought in for. Each one is a full engagement in its own right.
RELATED SOFTWARE
Customer Communications Experience is not one product, it is a set of platforms we combine depending on your process, your existing systems and the compliance requirements you operate under. The same foundation typically serves marketing, customer service and accounts receivable at once, so a change to a template does not have to be rebuilt three times for three departments.
We are collecting client stories for this practice. The examples below are published Canon case studies from real clients.
How an energy retailer moved off fragmented legacy communication systems onto a single hub built on Quadient Inspire, cutting print and distribution costs while giving marketing direct control over real-time edits. Canon Europe case study ↗
A 16+ year Canon relationship built on customer communications with Quadient Inspire. “We often challenge Canon, and they do a great job of responding with advice, implementation and knowledge transfer, allowing us to go further ourselves,” says Edward Salemink. Canon Europe case study ↗
How UWV, the Dutch employee insurance agency, unified omnichannel customer communications for 60 million messages a year, decoupling content from legacy back-end systems. Canon Nederland case study ↗
The consultants who design your process are the ones who run it afterwards. Behind them sit competence centres with deep knowledge of the platforms this practice is built on, so a technical question does not turn into a ticket that travels.
We work with established technology, tell you which platform we propose and why, and deliver advice, implementation, support and managed services under one contract with agreed service levels.
The business. Wording and content blocks are edited in an interface built for that; only the underlying rules need a specialist.
Customer communications management (CCM) creates and delivers documents and messages at scale. Customer experience management (CXM) looks at the customer journey they are part of. Customer Communications Experience (CCX) is how Canon IMS combines both: every communication designed, orchestrated and measured as part of the overall customer experience.
Yes. Print stays a channel like any other, and the same source document feeds it.
Every outgoing communication is archived in the form it was sent, and it is retrievable per customer.
No. It takes the data from your existing systems and turns it into the communication.
CCM is the practice of creating, managing and delivering statements, letters and messages from one governed platform, across every channel a customer might use, print, email, portal or app, instead of from separate systems per department.
CCM handles the production and delivery of a specific communication. Customer experience tools shape the broader journey around it. In practice the two work together: CCM is usually the layer that turns a CX decision into an actual statement, letter or message that reaches the customer.
It supports the parts those frameworks care about: a governed workflow, a full audit trail and centralised, encrypted handling of customer data, instead of scattered local databases. It is not a compliance certification in itself, but it closes one of the practical gaps auditors ask about.
Capture what arrives, understand what it says, and hand it to the system that needs it, with no rekeying, no queue of documents waiting for someone to read them.
Workflows, integration, RPA and AI agents orchestrated in one governed layer, with uniFLOW sysHUB and Workato.
One place where documents live, with rules that hold without anyone having to remember them.
Bring one customer letter and the systems it touches. We will map how it would be produced and delivered end to end.
Acxess
Amsterdam, Netherlands
+31 20 000 0000
hello@acxess.io