A Strong Start to the 2026 Educational Series
We kicked off the 2026 Educational Series with an engaging and thought-provoking session, “From CCM to CXM: Navigating the Next Era of Customer Communications,” presented by Mia Papanicolaou and Elizabeth Stephen.
Their message was clear. Digital maturity alone does not solve the experience challenge. Regulated communications are no longer simple compliance checkpoints; they are high-impact customer experience moments with operational and economic consequences. Organizations that continue to measure success by “sent” rather than “succeeded” risk increasing friction, driving avoidable call volume, and missing loyalty opportunities.
It was a powerful way to begin the year and sets the tone for what comes next. Members can access all 2026 Educational Series recordings anytime through the member portal. Mia Papanicolaou and Elizabeth Stephen also welcome continued conversation and follow-up discussion on LinkedIn.
Looking Ahead: Data-First Customer Communication Systems for CX & AI
Our February session turns to the foundation of communications: data.
We will examine why modernization efforts often stall, not only because of channels or composition tools, but because upstream communication data is fragmented or poorly governed. Effective communications management requires structured data, clear ownership, and defined data decision logic.
This session will clarify how communication data types work together and how stronger information design reduces risk, rework, and inconsistent experiences at scale.
We will continue the conversation with Crawford Technologies to explore how accessibility and preference management can move beyond compliance requirements and become a competitive differentiator in customer experience.
The 2026 Educational Series is intentionally building from foundation to execution, moving from experience strategy to data-first foundations to channel and accessibility optimization, with additional sessions ahead covering composition, workflow, archive, production operations, and more.
As we continue to build out the Series, we invite experienced practitioners to contribute sessions aligned with the foundational disciplines of modern CCM and CXM. If you are interested in helping shape the conversation from data to delivery, reply to this email with a proposed topic and perspective. We are focused on practical frameworks and operational fundamentals that advance the CCM to CXM evolution.
We look forward to continuing the journey with you.
Advancing CCM and CXM together,
Scott Mulkey, M-EDP
Founder & President
Data-First Customer Communication Systems for CX & AI
In this session, Scott Mulkey, M-EDP, draws on real-world consulting experience to clarify what “data-first” truly means in customer communications. Many CCM and CXM initiatives struggle not because of channels or tools, but because upstream data is poorly designed. Attendees will learn how communication data types work together, where automation breaks down, and how better information design reduces risk, rework, and inconsistent customer experiences at scale.
Live · Virtual · Educational
Sponsored by
Turn Document Accessibility into a Competitive CX Advantage
Date/Time: Wednesday, March 4th at 12 – 1 PM Eastern
For the modern CXM professional, “Digital First” shouldn’t mean “Digital Only.” True document accessibility means meeting your customers exactly where they are, whether that’s a screen reader with accessible PDFs, a Braille document, a Large Print statement, or an audio file.
This webinar will explore the power of Preference Management to personalize the high-stakes world of document delivery. We will show you how Crawford Technologies simplifies the complex process of managing diverse output needs so you can focus on what matters: the human connection.
Live · Virtual · Educational
Sponsored by
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Live events are just the beginning of ongoing learning.
Membership includes on-demand access to event recordings, plus exclusive educational content, community discussions, and resources designed for customer communications and cXm Professionals.
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