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CM.com, a provider of AI-driven communication, engagement, and payment platforms, has spent the past 18 months developing a new data platform to replace its existing Customer Data Platform. The new platform is designed for a reality where AI can only function effectively with context: the right information, at the right time, available for the right applications.
Data Platform Designed for AI Context
While AI solutions have traditionally focused on isolated instructions, the focus is now shifting to context: all the information needed to perform a task effectively. This includes customer data, knowledge, previous interactions, and the situation in which a question is asked. CM.com's new data platform brings this context together and makes it readily available for AI agents.
“AI only performs optimally with rich, well-structured context,” says Jeroen van Glabbeek, CEO of CM.com. “The quality of the output depends entirely on the quality of the input. For years, organizations have divided their data across various systems, such as CRM for sales, CDP for marketing, and ERP for surrounding processes, because departments needed their own information and perspectives. With AI as the new user of this data, fragmentation no longer works. That’s why we’ve developed a hybrid data platform that consolidates all relevant information into one structure, enabling AI to work with complete context.”
From Isolated Interactions to Continuous Context
In many digital customer interactions, conversations restart every time. Systems don’t recognize who someone is, what they’ve previously asked, or their preferences. The new data platform breaks this pattern by building context over time and across channels.
This means an AI assistant doesn’t just respond to isolated questions but understands who the user is, what questions have been asked before, and how they prefer to be addressed. For example, previous questions are recognized, and responses are tailored accordingly, rather than starting from scratch each time. As interactions increase, responses become more targeted, and the system better predicts which information is relevant at any given moment. This creates a cohesive, increasingly personalized experience for the end user.
Recommender System as the Next Step in AI-Driven Marketing
In addition to the data platform, CM.com is developing a new recommender system that integrates directly with it. A recommender system is an AI tool that predicts which content, products, or actions are most relevant at a given moment based on data and behavior, and automatically recommends them. Initial results show that the recommender system represents a significant step toward a new standard for AI in marketing.
Phased Introduction for Careful AI Deployment
Both the new data platform and its accompanying AI model are currently in an early development phase and available as an Alpha release for validation and further refinement. These phases allow CM.com and its customers to test and improve the solutions in a controlled manner. The Beta phase, where a select group of customers will work with the solutions, is set to begin soon. Both solutions will be generally available in the second half of 2026.
CM.com has thoughtfully chosen a phased introduction. Deploying AI impacts core processes and requires careful decision-making. By providing the market with early insights and demos, organizations can prepare effectively. By the time final decisions are made, the solutions will be ready for broad implementation.
Alignment With Sovereign AI Offerings and Governance
The launch aligns with previous steps taken by CM.com, including its partnership with VOLT for sovereign AI offerings and its recent ISO 42001 certification. This positions the company to serve organizations that are advanced in AI adoption, as well as those taking a more cautious approach due to regulatory or societal responsibilities. CM.com positions AI not as a standalone technology but as a structural component of how organizations communicate with customers.
About CM.com
CM.com (AMS: CMCOM) is a leading European technology company that helps organizations worldwide improve customer interactions through integrated solutions for communications, payments, and AI. Headquartered in Breda, CM.com serves customers in more than 100 countries and provides a scalable platform to automate and personalize customer journeys.
