Legacy technology systems Multiple, disparate systems to cover different communication channels Limited choice of communication channels Dependency on IT to make changes to customer communications Lack of control and governance when making changes to customer communications Require greater personalisation across the customer journey Customers don’t have the ability to self-serve as much as they would like High dependency on traditional output channels such as print, compared to digital channels Lack of insights and analytics on customer behaviour Absence of management information and reporting on effectiveness of customer communications