A New Community for Customer Communications Professionals

The customer communications industry is changing rapidly.

New regulation, rising customer expectations, digital transformation programmes and the emergence of AI are creating opportunities that would have seemed impossible a few years ago. Yet many organisations are still grappling with a familiar challenge: how to turn ambition into reality.

The technology exists. The vision exists. But understanding, experience and practical implementation often lag behind.

That is why over the last few years Mail Metrics has invested in building a community – with our own events, research and publications that will help turn ideas into innovations for the industry.

The community brings together the people shaping the future of customer communications across the UK and Ireland — from customer experience leaders and digital transformation teams to operational specialists, regulators, policy makers and technology practitioners.

We believe the most valuable ideas emerge when people share real experiences, challenge assumptions and learn from one another. Going beyond our technology, some of the most important conversations in this industry still happen in the room.

Our aim is simple: to create an environment where organisations can exchange ideas, explore innovation, understand emerging regulation and learn from practical examples of what is actually working.

By bringing together practitioners from different sectors and disciplines, we want to help bridge the gap between strategic ambition and operational delivery.

How We Bring the Industry Together

Industry Events

Throughout the year, Mail Metrics hosts a programme of conferences, briefings and roundtable discussions designed to bring the industry together.

These events create opportunities to hear from leading practitioners, explore emerging trends and build valuable professional connections across the customer communications ecosystem.

Consumer & Decision Maker Research

Alongside our events programme, we publish original research examining the trends shaping customer communications. Our most recent reports include:

• Between Vision and Constraint: Decision maker insights from the sharp end of regulated CCM (2025)
• Communication Calibration: A Mail Metrics Voice of the Customer Report (2024)
• Communication Cut-through: A Mail Metrics Voice of the Consumer Report (2023)
• Customer Communication Management in the New Normal: Priorities, Pain Points and Ambitions (2022)

Our research provides independent insight into changing customer expectations, technology adoption, communication preferences and organisational priorities.

Insights

Throughout the year we share articles, interviews, case studies and expert commentary covering topics including customer experience, digital transformation, regulatory compliance, operational efficiency and AI.

Together, these initiatives create an ongoing forum for learning, discussion and collaboration across the industry.

Events Programme 2026

The Mail Metrics Briefings – Autumn 2026

Throughout September 2026, Mail Metrics is taking the conversation on the road, bringing together practitioners, specialists and industry leaders in smaller, focused sessions across Glasgow, Leeds and Manchester.

These are not broad conferences. They are targeted briefings designed to unpack specific challenges, share practical experience and create a more honest understanding of what is actually working.

Glasgow
Your Roadmap Towards Digital by Default

Leeds
Making Procurement Act Choice Work for Digital Transformation

Manchester
Proving Customer Understanding in Regulated Communications

Communicate 26 – Scaling Trust in the Age of AI

On 12 November 2026, the community comes together at 22 Bishopsgate for Communicate 26, Mail Metrics' flagship annual conference.

This year's theme is one of the defining challenges facing every organisation: trust.

At last year's roundtables, trust emerged repeatedly as a critical issue. Trust in security, trust in communication clarity, trust in digital channels and trust between teams responsible for delivering customer outcomes.

As AI becomes embedded within customer communications, organisations face a new question: How do we scale trust when AI becomes part of the system?

Communicate 26 will bring together industry leaders, technology experts, regulators and practitioners to explore that challenge through keynote presentations, panel discussions and real-world case studies.

Speakers include rugby legend and Chief Customer Officer at Afiniti, Will Greenwood, alongside AI futurist Andrew Grill and a range of Mail Metrics clients sharing their experiences from the frontline of customer communications transformation.

You can register your interest for each event or the quarterly Digest using the big reg button on this page.

External events

We like to get out there and meet new people face-to-face at conferences and trade shows across the country. It helps us bring Mail Metrics to a new audience and hear about innovations outside of our circle. This year, we will be attending the events below

• IRRV Annual Conference: Glasgow, 2-3 September
• UKCCC & CSA Gala Dinner: Manchester, 10 September
• IRRV Annual Conference & Performance Awards: Telford, 29 September - 1 October

If you're going too, please do drop by our stands or get in touch to say hi.

However you prefer to get involved, we look forward to welcoming you to the community.