Webinar Insights: Charting the Course to Modern Regulated Communications
Olga Zakharenkava, Head of Marketing at MHC 
October 21st, 2025
As organizations face growing regulatory complexity and rising customer expectations, one message is clear: modernization is no longer optional. In our recent webinar with Aspire CCS, we explored how IT and operations leaders can navigate with confidence the shift from legacy customer communications management (CCM) systems to future-ready, AI-enabled ecosystems.
Key Takeaways
- Modernization fuels agility and compliance. Legacy systems can’t keep up with today’s security and regulatory demands.
- Cloud CCM drives innovation and cost efficiency. By reducing the maintenance burden, IT teams can focus on value creation.
- Empowered business users accelerate change. No/low-code tools help close the gap between compliance and customer experience.
- AI is the next frontier. Intelligent content creation, migration and data-driven personalization will define the future of regulated high-volume communications.
Why Modernization Matters More Than Ever
Aspire shared their latest research, showing that CCM investment priorities are shifting toward improving communication strategy, empowering business users, and preparing for AI adoption. Yet many enterprises still depend on multiple legacy platforms, some dating back decades. These aging systems are costly to maintain, difficult to secure, and ill-equipped for omni-channel or bi-directional engagement.
Kaspar Roos shared a telling example from the field:
“We recently worked with a company in the U.S. that was running 27 different legacy systems just to manage customer communications,” Roos noted. “It’s incredibly painful to maintain and nearly impossible to scale.”
That kind of fragmentation creates risk and inefficiency, particularly as the regulatory landscape grows more complex. Kaspar also cited a Thomson Reuters study, sharing that financial institutions now face more than 200 regulatory changes every day, up from just 20 a decade ago. This relentless pace makes it nearly impossible to remain compliant without the automation and flexibility that modern CCM provides.
Modernizing your communication ecosystem isn’t just about saving money. It’s about enabling growth, agility, and better customer experiences.
A New Operating Model for Agility
The webinar also emphasized that modern CCM is clearly no longer a back-office function; it is a business enabler. Aspire’s framework encourages leaders to think beyond technology toward the operating model that best supports collaboration between IT and business teams.
In fact, federated models, where empowered business users can design and manage communications within secure guardrails, are gaining traction. This approach reduces dependence on specialized developers and accelerates change, helping organizations adapt quickly to evolving regulations and customer needs.
Kaspar Roos also emphasized how cloud-native platforms transform the IT workload:
“In traditional on-prem environments, IT teams spend about 75% of their time on maintenance and only 25% on innovation,” Roos explained. “When you move to the cloud, that ratio flips, freeing up your teams to focus on innovation, automation, and value creation instead of keeping the lights on.”
This shift not only improves agility, it reduces IT backlog and lowers operational costs, empowering teams to deliver modernization projects faster and demonstrate measurable ROI within months rather than years.
MHC Solution Spotlight: Built for Transformation
At MHC, our NorthStar CCM platform was purpose-built to simplify modernization, not complicate it. As I shared during the session, our goal is to make digital transformation easier by removing barriers to adoption, integration, and scale.
We help organizations:
Extract, transform, and load data from any source through an intuitive no/low-code ETL tool.
Design and orchestrate workflows and journeys that connect every touchpoint, from onboarding to billing to service notifications.
Deliver communications through any channel, securely and compliantly. Orchestrate omnichannel communications in just a few steps.
Empower business users to make updates without waiting for IT cycles.
Adopt AI in practical ways to streamline content creation, migration, translation, and insight generation.
Because MHC NorthStar CCM is open, API-based, and deployment-model-agnostic, it fits seamlessly into your environment—cloud, on premises, or hybrid. And since every organization’s journey looks different, you can start small and scale at your own pace without disrupting existing operations.
As I emphasized, “Transformation doesn’t have to happen all at once. You can modernize at your own pace, start small, prove value, and scale confidently. The best part? You do not have to keep coming back to MHC for professional services for every change. Many new projects can be accomplished by your business analysts and other non-IT users.”
Chart Your Modernization Course
If your organization is still managing regulated communications using legacy technology, now is the time to plan your journey toward modernization.
Discover how MHC NorthStar CCM can help you build a secure, compliant, and scalable foundation for future-ready customer communications.
Let’s Keep the Conversation Going
If you watch the session and want more information, message me on LinkedIn or reach out to MHC for a personalized demo. We look forward to having a conversation about your needs.
Olga Zakharenkava
Olga is a marketing and growth leader with 17+ years of experience in B2B SaaS software. Passionate about making an impact, she builds high-performing teams that drive recurring revenue by being experts in their market and experts in their marketing craft. Olga always puts data first when it comes to building and optimizing marketing strategies, encourages the team to challenge assumptions, and promotes lifelong learning and creative thinking.
