Nobody likes to talk about it, but the frantic work of budgeting season is upon us. Many organisations are focusing on potential inflation, interest rates, and labour concerns as they build their plans for 2023. This focus is likely baking in a negative bias for expansions in spending from business planners who stare at models, charts, and spreadsheets. But while concerns of economic uncertainty remain top of mind, the market for customers’ time, attention, and spending is becoming fiercely competitive, making 2023 the right time to transform your customer communications.

Backing Your CCM-CXM Funding Requests with Proven Results

Quadient is here to help you play offense in your budget process by providing the forecasted cost savings, increases in agility, and boosts in customer loyalty across a variety of specific communications and customer experience (CX) projects. You don’t have to take “no” for an answer on your CX transformation project funding requests. Quadient has licensed reports and analyses from leading analyst firms, including Aspire CCS, Forrester, Gartner, and IDC. These analyst reports help describe the business benefits, market dynamics, and customer impacts of improving the way you engage with customers. Bringing this third-party research into your planning boosts executive confidence, demonstrates peer success, and highlights profitable synergies in your business.

Aspire Leaderboard: Create a Custom Vendor List Aligned with Your Criteria

If you are looking to understand trends in Customer Communication Management from a cloud-hosted, AnyPrem, or Customer Experience Platform (CXP) perspective, you can access Aspire’s 2022 CCM-CXM Leaderboard. This isn’t limited to a specific report, as it is a fully interactive, self-service website that allows you to select your industry, region, and business size, while adding up to four specific use cases. You can even adjust the weightings on the criteria to align with your business strategy. Quadient is pleased to be a Leader on all three grids, across all industries and regions. Most notably, if you select “Journey Management” and “Omnichannel” on any of the three grids, you will see that collaborative companies who take omnichannel CX seriously should consider Quadient.

Forrester Report: Making the Case for Omnichannel Orchestration

If your omnichannel strategy has been built channel by channel, you may have inadvertently built a system that is incredibly efficient at delivering inconsistent messages that give your customers the impression that your organisation is not well coordinated. If that’s the case, there are two reports from Forrester that may help you build the case for better coordination. First, the Forrester report, “Improve Customer Experience with Proactive Notifications” shows the CX benefits of increasing digital communications during critical customer processes, from reduced phone call inquiries to increased peace of mind.

Forrester Wave™: Proving the Impact of CX Visualisation & Analysis

If you’re having trouble keeping your communications straight, you may want to consider looking at a Journey Mapping Platform. The 2022 Forrester Wave™ report for Journey Mapping Platforms looks at the top 12 customer journey mapping providers, and explains how customer maps and analytics help prioritise CX projects to improve CX while reducing costs.

Gartner Market Guide: Helping you Re-evaluate Your CCM Tech Stack

If you haven’t looked at your entire customer communication technology stack in a while, it might be time to re-evaluate your approach. But, if it’s been a while, it’s difficult to know where to start. This Gartner Market Guide for Customer Communication Management covers 30 vendors and features a table with 24 product feature categories to consider as you think about the future of customer communications.

IDC MarketScape: Evidencing the Shift to Cloud-driven, Dynamic Digital Delivery

If you want to know about the overall market, especially the shifts to cloud-based CCM, CX integration, and omnichannel innovations with a comprehensive look at the market’s economics and business models, you can find all of this in the IDC MarketScape for Worldwide Cloud Customer Communication Management Applications. This report covers the shift from operational, document-based communications output to more conversational, iterative experiences.

A Collection of Analyst Reports to Build Your 2023 Communications Transformation Plans

Armed with this information, you can confidently cite research from leading analysts that show the importance of customer journey-based approaches to your omnichannel communication strategy, with a list of features that you will need to create communications at the level your customers demand. You will see how a journey-based approach can reduce costs by highlighting weak spots in the customer experience and prioritising projects that will have the greatest impact on customer lifetime value. 

Quadient is glad to sponsor your access to these third-party analyst reports, to help you build plans for the communication transformations that you need to stay competitive in 2023 and beyond.

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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Backed by the experts

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Proven results

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