As we wrap up the “Quadient Leadership Insights” four-part blog series the week leading up to the USA’s Independence Day celebration, I thought IDC’s assessment of the CCM space was fitting and worth exploring.  

According to the IDC MarketScape report, “Vendors have advanced the document generation process to include elements of personalization by pre-populating communication workflows with data-driven rules based on transactional or operational data integrated directly from existing core applications and databases. This was the beginning of CCM's transition to dynamically delivering bidirectional and multichannel customer experiences that broke free of the boundaries of the document-based communication.” 

The quote above really resonated with me for two reasons:

1. I’ve watched CCM really expand and evolve into so much more than designing and delivering business-critical documents. Today’s modern CCM solutions are the foundation of a strong Customer Experience Management strategy.

2. With the upcoming 4th of July holiday in the US, it made me think about freedom and how a solution like Quadient Inspire not only allows companies to break free from document-based communications, but gives them the freedom to break free from CCM vendors with limited options and restrictive capabilities, or software with completely different technologies and formats for each new “cloud” offering.

Last week, Avi Greenfield's blog highlighted Quadient’s Inspire’s unique “Any-prem” deployment options. Quadient gives organizations the freedom to break free from the confines of a single deployment option and select the implementation environment that works best for their needs. From SaaS to hybrid to hosted managed services, Quadient offers the flexible, connected solutions businesses need to meet the needs of their customer communications platform today and into the unknown future.

Quadient Inspire also gives companies the freedom to meet their customers where they are, on their preferred device, and through their preferred channel. Inspire gets high marks for its omnichannel orchestration capabilities because no other CCM software provider can match our simultaneous preview capability or user-friendly interface for drag-and-drop communications flow modeling.  

The last two years were tough on everyone, and most would agree that the pandemic highlighted omnichannel maturity gaps across the entire CX ecosystemfrom customer service to consumer retail shopping to business-critical communications. Organizations had to quickly pivot to design new communication templates for new channels (think SMS, WhatsApp, push notifications) to reach customers, but they also had to do it well and provide a good customer experience. This holds true today. In fact, a March 2022 IDC survey found that 71% of organizations are implementing a digital-first strategy because of the ensuing business impacts of the pandemic.

Let’s all celebrate our independence in July and all year long. I challenge you to “break free” from your legacy CCM solution and join the thousands of other Quadient customers already enjoying the benefits of Inspire. Find out why we were named a Leader in the report now: IDC MarketScape Cloud CCM 2022 

Tami May

Tami May

Senior CXM Product Marketing Manager

Ms. May has more than 20 years of product marketing experience working for Fortune 500 companies, like IBM and Hewlett-Packard, and start-up firms, such as Exstream Software and DataBeam. Her experience includes a wide range of strategic marketing and communications initiatives, including awareness and preference brand building, as well as the development and execution of go-to-market strategies for key industries, such as insurance, financial services and utilities. For the last 14 years, Ms. May has focused on bringing Customer Communications Management (CCM) solutions to market to improve customer experiences and propel digital transformation.

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