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Quadient grows into CXM, IDC’s perspective

Scott Draeger
Posted by Scott Draeger VP of Customer Transformation Friday, January 17, 2020 - 15:02

Scott joined the industry in 1997, after earning a B.A. from University of Nevada, Las Vegas. He started as a document designer using several VDP technologies, before moving to the software side of the industry. He has more than 17 years of experience in the document composition software industry as both a transactional document designer and a software vendor. He earned his EDP and M-EDP certification from Xplor and his MBA in 2007 from the Lake Forest Graduate School of Management.

Customer Experience Update
Quadient grows into CXM, IDC’s perspective

In December 2019, Quadient hosted an analyst day to offer a preview of our R14 release and share our ambitions to use our CCM leadership and innovation capacity to enter the CXM market. After the event, Marci Maddox and Alan Webber from IDC wrote a summary that we made available to you on the Quadient website

This is an interesting combination of analysts, as Marci covers innovation in the CCM industry. Alan Webber covers the CXM market, which is large, growing and still being defined in its early days. They had some interesting insights that we are excited to share with you.  

They had some interesting insights into Quadient’s move into some additional new areas; “Quadient is making a defined shift to expand its traditional CCM market, driven by operational and compliance use cases, to an analytical, business-driven and customer-centric core embodied within CXM. Quadient's leadership made it clear that this strategy would not come at the cost of its CCM customers.” For Quadient, it is important for us to maintain our level of investment and innovation in our CCM technology because we view it as our credible entry into the emerging CXM market. 

They also wrote, “IDC believes the revenue growth for Quadient's CXM efforts will fall into three categories: vertical markets, managed services/cloud, and communications as a service. Supporting these efforts is the new corporate vision and mission and adding more personnel in the form of vertical SMEs.”  They recognized that a vendor’s understanding of vertical markets and use cases is important. Quadient has added expert product marketers that are specialized in insurance, healthcare, finance, utilities and service providers. This allows Quadient to bring the right capabilities to the product to push the most pressing needs into the CCM and CXM portfolios, applying the skills of over 400 R&D specialists. 

They also recognized that context is important, writing about our Customer Journey Mapping technology. “IDC concurs that Quadient's approach of mapping industry verticalized use cases against the journey map will open a new line of business opportunities outside traditional operational back-office output.”

They also understand the need to help our clients migrate away from their legacy technology. They had a review of InspireXpress, which has shown to help clients retire legacy CCM platforms twice as fast as previous best practices. They wrote, “Quadient's use of AI, NLP, and ML will significantly help in challenges with data migration, integration and business rules - the migration is focused mainly on migrating templates today.” 

They concluded that “IDC believes there is a unique opportunity for Quadient to be a component of the physical and digital world of CXM.” We couldn’t agree more. It’s nice to have the work we do for our current and future clients resonate.