Smart Communications names David Hamilton as Chairman

Smart Communications has appointed David Hamilton as Chairman of the Board as the customer communications software provider targets further international expansion and a sharper focus on artificial intelligence in regulated sectors.

The company sells a cloud-based platform used by banks, insurers and other organisations with strict compliance requirements. It is backed by private equity firm Cinven.

Hamilton joins as financial services groups assess how AI and automation could change the production, delivery and storage of customer communications. Many institutions face tighter scrutiny over record-keeping, data handling and audit trails as they expand digital channels.

Smart Communications positions its technology around regulated customer communications workflows, including policy documents, statements and notices. It says demand is rising for secure communications tools that incorporate AI features, particularly in financial services, insurance and healthcare.

Hamilton has more than three decades of experience in financial services technology, with senior roles at Fiserv, Sungard and Solifi. He has held leadership positions across Europe, North America and Asia-Pacific.

At Solifi, he served as chief executive officer and led a repositioning of the business in secured finance. The company also pointed to a strategy that combined organic growth with acquisitions.

Hamilton has also worked as a board chairman, non-executive director and adviser. He has partnered with private equity investors and management teams on growth and governance agendas, and has been involved in several private equity-backed exits.

Cinven's ownership places Smart Communications among software suppliers in regulated industries that have attracted private equity interest. Investors have focused on recurring revenue, long-term customer contracts, and expansion opportunities across geographies and sectors.

Leigh Segall, chief executive officer of Smart Communications, linked the appointment to the company's next stage of growth.

"We are delighted to welcome David as Chairman of Smart Communications," said Leigh Segall, Chief Executive Officer, Smart Communications. "David brings more than three decades of global financial services technology leadership, deep experience partnering with private equity investors, and a proven track record of scaling and transforming international software businesses serving highly regulated industries. His perspective and strategic guidance will be instrumental as we continue to accelerate growth, advance our AI-driven innovation, and deliver long-term value for our customers and investors."

Platform focus

Smart Communications' main product is Conversation Cloud. It competes in the customer communications management market, which covers the creation and distribution of documents and messages across print and digital channels. In regulated industries, the same systems often manage consent, retention and audit requirements.

The company says the platform includes omnichannel communications, orchestration, data capture and digital archiving. It also cites pre-built connectors with enterprise software providers and cloud infrastructure services.

Smart Communications says it serves more than 700 enterprises globally, including Zurich Insurance, Priority Health, The Pacific Financial Group and The Bancorp. It also says its software supports more than 60 billion customer conversations each year.

The competitive landscape includes long-established document and output management suppliers as well as newer cloud-based vendors. Many financial institutions also run legacy systems built for batch print and mail, and have been shifting towards digital delivery while keeping print and archiving processes in place.

AI and compliance

AI has become a key theme for communications platforms as banks and insurers seek to automate parts of customer interaction and document preparation. The trend has increased the focus on governance over model outputs, as well as controls around data sources, retention and monitoring.

Smart Communications says AI is reshaping the markets it serves. Hamilton described the company as deeply embedded within large institutions and framed AI as a major force in regulated enterprise systems.

"I am excited to join Smart Communications as Chairman at such a pivotal time in the company's journey," said Hamilton. "In highly regulated industries such as financial services, healthcare, and insurance, mission-critical enterprise systems represent enduring, strategic assets. Smart occupies a deeply embedded position within many of the world's leading institutions. As AI reshapes these markets, the opportunity is to build on that foundation by advancing innovation, strengthening customer impact, and driving sustained long-term value. I look forward to working closely with the Board, Leigh, and the executive leadership team to support Smart's continued strategic expansion."

Hamilton will work with Segall and the existing board on the company's strategy, including expansion across financial services, insurance and healthcare. Smart Communications also plans further growth and product development centred on AI-driven innovation.