October 2025

AI Meets Governance And Compliance: Enabling Cross-Functional Intelligence To Accelerate Strategic Execution

Five key findings from a Forrester Thought Leadership Study

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AI-enabled governance and compliance intelligence solutions help drive business efficiencies

Collaboration among governance and compliance functions is critical for achieving strategic business objectives. Despite this importance, current shortcomings result in significant workflow challenges. AI-driven governance and compliance intelligence solutions can help improve strategic execution.

37
Very confident
34
Confident

Most organizations are confident in their ability to orchestrate a cross-channel strategy Most Financial Services organizations are confident in their ability to orchestrate a cross-channel strategy Most Travel & Hospitality organizations are confident in their ability to orchestrate a cross-channel strategy Less than half of Collections organizations are confident in their ability to orchestrate a cross-channel strategy

Only 32% of organizations integrate all outbound channels Only 32% of Financial services organizations integrate all outbound channels Only 32% of Travel and hospitality organizations integrate all outbound channels Only 32% of Collections organizations integrate all outbound channels

21

Communication

46

Workflow/task management

32

Visibility

32

Accuracy

32

Data Sharing

Top three challenges with multichannel outbound communications for All industries Top three challenges with multichannel outbound communications for Financial Services Top three challenges with multichannel outbound communications for Travel & Hospitality Top three challenges with multichannel outbound communications for Collections

Excessive time required to track requests coming from different platforms
Excessive internal follow-ups with other departments
Excessive time spent searching for/requesting data/records needed to complete tasks
Inconsistent experiences for business/deliverable stakeholders
Inaccurate/incomplete deliverables
1
2
3
4
5
37
Very confident
34
Confident

Most organizations are confident in their ability to orchestrate a cross-channel strategy Most Financial Services organizations are confident in their ability to orchestrate a cross-channel strategy Most Travel & Hospitality organizations are confident in their ability to orchestrate a cross-channel strategy Less than half of Collections organizations are confident in their ability to orchestrate a cross-channel strategy

Level of confidence in orchestrating a cross-channel outbound contact strategy

65% of respondents are confident or very confident in their ability to orchestrate a cross-channel outbound strategy. Financial Services is the most confident industry serveyed in their ability to orchestrate a cross-channel outbound communication strategy. Travel & Hospitality is the 2nd most confident industry serveyed in their ability to orchestrate a cross-channel outbound communication strategy. Collections is the 3rd most confident industry serveyed in their ability to orchestrate a cross-channel outbound communication strategy.

Overall
30
35
Financial Services
37
34
Travel & hospitality
15
40
Collections
14
20
Very Confident
Confident
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Curious to learn more?

Read the Forrester thought leadership study “The State Of Outbound Communications”, commissioned by [CLIENT]

Adoption rate of customers contact solutions with capabilities to increase right-party contact rates Financial Services adoption rate of customers contact solutions with capabilities to increase right-party contact rates Travel & Hospitality adoption rate of customers contact solutions with capabilities to increase right-party contact rates Collections adoption rate of customers contact solutions with capabilities to increase right-party contact rates

27 No plans 30 Planning to implement in the next 12 months 20 Piloting 21 Implementing/expanding

Adoption Rate of Customer Contact Solutions

26% of organizations are currently piloting or have implemented a customer contact solution. With 26% of organizations piloting or implementing a customer contact solution, Financial Services ranks 1st in adoption in our survey. With 26% of organizations piloting or implementing a customer contact solution, Travel & Hospitality ranks 2nd in adoption in our survey. With 26% of organizations piloting or implementing a customer contact solution, Collections ranks 3rd in adoption in our survey.

Overall
20
25
12
18
Financial Services
15
15
15
30
Travel & hospitality
15
20
20
20
Collections
20
15
25
15
No plans
Planning to implement in the next 12 months
Piloting
Implementing /expanding
RELATED CONTENT

Related Study

To find out more, read the Forrester thought leadership study “The State Of Outbound Communications”, commissioned by [CLIENT]
Base: 455 US business and IT decision-makers responsible for outbound call experience Source: A commissioned study conducted by Forrester Consulting on behalf of [CLIENT], [DATE]

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