Interview with Stelios Bourazanis, Technical & Innovations Director of i-DOCS 

At the recent KPMG AI and Digital Transformation Conference, experts gathered to discuss the role of AI in reshaping industries. We sat down with Stelios Bourazanis, Technical Director of          i-DOCS, a leader in Customer Communications Management (CCM) software, to gain insights into how AI is influencing the CCM sector and digital transformation. 

KPMG: The conference highlighted AI’s transformative impact across industries. From your perspective, how is AI and GenAI reshaping Customer Communications Management? 

Stelios Bourazanis: AI is a game-changer in the CCM space. Integrating AI into CCM solutions is enhancing personalization, efficiency, and overall customer experience. Traditionally, CCM focused on generating and distributing customer communication through various channels. AI takes this a step further by allowing us to analyze vast amounts of customer data, learn from interactions, and offer hyper-personalized messaging that’s contextually relevant. 

For example machine learning algorithms can predict customer needs based on historical data, enabling businesses to proactively communicate the right message at the right time. 

GenAI takes this event further by enabling the generation of dynamic, personalized content on the fly for delivering highly contextual, personalized messages in real time. 

For instance, GenAI can automatically craft customer responses, proposals, or personalized messages based on specific customer profiles or interactions. This reduces the burden on human agents while significantly improving response times and relevance. What we’re finding exciting is how GenAI can help companies scale their customer communications without sacrificing quality or personalization. 

KPMG: How does digital transformation tie into these advancements in CCM? 

Stelios Bourazanis: Digital transformation is about more than just technology. It’s about rethinking how businesses engage with customers in a digital-first world. CCM has traditionally been a paper-heavy, manual process, but with AI and automation, we’re moving towards fully digital, streamlined communications that meet customers where they are, whether it’s via mobile, email, or even emerging channels like virtual assistants. 

At i-DOCS, we’re helping our clients adopt cloud-based platforms and API-driven architectures that integrate seamlessly with other business systems. This ensures that customer communications are not only efficient but also aligned with other digital initiatives. Ultimately, AI and digital transformation are about enhancing agility, scalability, and responsiveness. 

KPMG: What challenges do you see organizations facing when implementing AI in their CCM systems? 

Stelios Bourazanis: One of the main challenges is data management. AI thrives on data, and while many organizations have access to huge volumes of it, not all of it is clean, structured, or easily accessible. Ensuring data integrity and building the right infrastructure is critical for effective AI integration. 

Another challenge is change management. Implementing AI solutions often requires shifting mindsets and workflows, and that can be difficult in organizations with established practices. At i-DOCS, we focus on not only delivering cutting-edge technology but also supporting our clients through this change, helping them understand the benefits and guiding them through the transformation process. 

KPMG: What excites you most about the future of AI in CCM? 

Stelios Bourazanis: What excites me is the potential to move beyond reactive communications into predictive and even prescriptive communications. We’re already seeing the early stages of AI being used to anticipate customer needs, but I believe the future lies in creating seamless, intelligent communication journeys that evolve in real-time based on customer behavior. We are moving beyond merely responding to customer actions into anticipating their needs and delivering communications before they even know they need them. 

For businesses, this means more effective engagement, stronger relationships, and ultimately, better outcomes. It’s an exciting time for the CCM space, and AI is at the heart of it. 

KPMG: Thank you for your insights, Stelios. We look forward to seeing how AI continues to shape the CCM landscape. 

Stelios Bourazanis: My pleasure, thank you.