Anyone who pays attention to the CCM (Customer Communications Management) market eagerly awaits any research updates by Forrester’s Craig LeClair. He covers CCM as well as RPA (Robotic Process Automation.) On January 11, Forrester Research released the latest industry report on CCM from Craig and his three coauthors. It’s called ”Now Tech: Customer Communications Management, Q1 2019 Forrester’s Overview Of 17 CCM Providers” by Craig LeClair. This report highlights areas of convergence that Quadient has been leading for years.

This report marks the first time that a major analyst firm has explicitly mentioned the connection between three converging market areas; CCM, Customer Experience, and digital (mobile) technologies. The opening reads, “You can use customer communications management (CCM) to format, personalize, and distribute content to support physical and electronic communications and improve the customer experience.” 

Quadient has eliminated the divisions between physical and electronic production in 2010 and for omnichannel design in 2014. In 2016, Quadient brought the industry’s first customer experience context to our portfolio with the launch of Customer Journey Mapping. We are pleased that the world has noticed the need for these critical connections. We are more pleased that our clients have had this available for several years already.

Later in the report, CCM is recast as a communication consolidation opportunity, which we have long believed at Quadient. We have been evangelizing that CCM should be at the heart of a deliberately managed communication portfolio that spans your entire customer’s journey and includes all channels. This Forrester report sees CCM as an engine of consolidation, “Old correspondence systems are consolidating into modern interactive CCM platforms.” Quadient could not agree more!

Additionally, CCM is offered as a method to manage an enterprise’s evolution to a more digital communication platform. “CCM can help the transition to digital through easy-to-use tools to create interactive statements, correspondence, and welcome kits, which will convince reluctant customers to move away from getting paper.” With Quadient’s omnichannel capabilities, you will see that the omnichannel portfolio is addresses from all key perspectives, including data architecture, communication design, omnichannel proof and approval, implementation, delivery and management.

You may have seen me present the Quadient roadmap at Inspire Days in the past. We have been advocating that CCM and Digital Experience (web/mobile) technology are converging within the frame of Customer Experience. You have seen Quadient bring innovations like Customer Journey Mapping, Scaler, and Digital Advantage Suite to market. 

These product advancements aren’t isolated innovations, separated by divisions in multiple countries. These are jointly developed on the same schedule, with shared planning processes and integrated feature sets. As proof, you have seen us unify our user interfaces, implement social commenting, and improve web-based content editing. So, we are very pleased to see the new report form Forrester validate the innovations we have brought to market in the past three years. 

Scott Draeger

Scott Draeger

VP of Customer Transformation

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.

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