WEBINAR
AI in Customer Communications: Hype or Reality? An Honest Look
On-Demand Webinar | Presented by MHC and QKS Group
Presenters:
- Emily Washington, Head of Product, MHC
- Saurabh Raj, Principal Analyst, QKS Group
- Amandeep Singh Khanuja, Principal Analyst, QKS Group
Everyone is talking about how AI is transforming CCM — from how communications are written to how they are approved and sent. The promises are big: faster content creation, more automation, entirely new ways of working. It’s hard to know which claims are real and which are hype.
Join us for an honest look at five common claims about AI in customer communications, with leading CCM experts from QKS Group and MHC’s Head of Product, who sort what holds up from what does not.
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What You’ll Learn
See How Governed AI Works in Your Communications
Talk with MHC about where AI fits in your customer communications and which controls to keep in place.
If you work in a regulated industry such as banking, insurance, or healthcare, you’ll hear where AI is already useful, where regulators and customers expect a person to stay involved, and what to ask vendors during your next CCM evaluation. The webinar tests these five claims:
- Claim #1: The vendor hype is exaggerated. Nearly every vendor promises faster content creation and more automation. What do those promises leave out when AI gets a word wrong in a document that carries legal or financial weight?
- Claim #2: AI can write everything and make you 90% faster. Generative AI is good at drafting, summarizing, and rewriting in plain language. Where does a person still need to approve the final wording, and why does it matter most for disclosures and legal text?
- Claim #3: If AI wrote it, AI is accountable for it. Regulators in the EU and across US states are setting expectations for how organizations govern and document their use of AI. When a notice goes out, who is responsible for it: the organization that sent it, or the model that wrote it?
- Claim #4: Regulated organizations are ready for AI. Many organizations are still piloting AI rather than running it in production. What do the ones getting real value fix first? You’ll also hear Amandeep Singh Khanuja’s GUARD framework, which covers governance, unbiased AI, accountable AI, responsible AI, and data security.
- Claim #5: AI will replace business rules within five years. AI and business rules do different jobs. What does keeping them separate give you, and how can guided AI and agents earn a larger role over time?
Meet the Presenters
Emily Washington
Head of Product, MHC
Emily Washington brings over 20 years of experience in enterprise SaaS, leading product strategy, cloud and AI transformations, and high-performing teams. She specializes in aligning product innovation with real-world business needs to deliver measurable customer impact. In this webinar, Emily hosts the conversation and shares what MHC hears from customers in banking, insurance, and healthcare, where AI adds practical value, and how MHC applies it with governance and human review.
Saurabh Raj
Principal Analyst, QKS Group
Saurabh Raj is a Principal Analyst at QKS Group and the lead analyst on the 2026 SPARK Matrix for Customer Communications Management. His research looks at how CCM vendors compare and where the market is heading. In this webinar, Saurabh shares what he is seeing across the CCM market, tests the vendor claims about AI against it, and explains what buyers should ask when they evaluate a platform.
Amandeep Singh Khanuja
Principal Analyst, QKS Group
Amandeep Singh Khanuja is a Principal Analyst at QKS Group and a contributor to the 2026 SPARK Matrix for Customer Communications Management. His expertise spans AI, customer experience, and customer communications. In this webinar, Amandeep introduces the GUARD framework, which covers governance, unbiased AI, accountable AI, responsible AI, and data security, and explains how organizations can move from AI assistance to governed autonomy.