The future of CLM will not be created simply by automating or digitising today’s operating model.

AI, modern data architectures, greater automation and new technology capabilities create opportunities to reconsider how client information is collected, interpreted and maintained; how risk is identified; how decisions are supported; and how work is organised across the client lifecycle.

Some changes may improve existing processes. Others may enable fundamentally different approaches to CLM — changing the balance between people and technology, moving from periodic activity towards more continuous assessment, improving how information is reused, and enabling the organisation to respond more quickly as circumstances change.

Designing what comes next therefore starts with the outcomes the Financial Institution needs CLM to achieve, then considers what operating model, data, control and technology capabilities can best deliver them.

This area will continue to develop as new approaches, technologies and ideas emerge.