Following Tami May’s initial blog about the IDC MarkeScape for Cloud CCM, I took a close look at the report to form a CX perspective. What immediately caught my attention is the fact that the report uses the phrase, “customer experience” 48 times, with 22 occurrences in the Vendor Summary Profiles.

Across the 13 vendors, Quadient’s summary contains over 20% of the total mentions— with 5 mentions in total. We are excited, as CX is a company-wide priority at Quadient. Quadient commits to helping our customers deliver well-designed, accurate, consistent, and timely omnichannel communications to their clients, while delivering a great user experience to customers of our CCM technology. 

Shifting from document-based communications—to multichannel experiences

First, the report covers a key industry shift that’s been underway since 2020, “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.” This transition shows that leading CCM implementation teams deliver bidirectional communications across more channels. Quadient expected this shift, which is why we created Inspire Scaler to orchestrate customer communications that execute across a variety of channels. Combined with the omnichannel preview capabilities, omnichannel CX can be visualised from a single screen within the context of a customer journey to manage the complexities of omnichannel interactions.

Addressing the CCM technology siloes 

Next, the report addresses the complexity that many CCM teams contend with daily, “Today, organisations are grappling with changing customer expectations and the explosion of technology designed to improve the customer experience (CX).” Many organisations continue to operate with technology-based CCM silos that can increase the effort, costs, and risks for communication projects. Quadient has brought many aspects of design, preview, approval, mapping, and deployment together to help organisations quickly adapt to business, competitive, and regulatory changes.

CX-centric communications as a business growth strategy

As the report concludes in the “Advice for Technology Buyers” section, there is an important call to action, “Despite the level of change, planning should start immediately to outline a communication strategy focusing on the customer experience or risk falling behind customer expectations and the implications that has on customer loyalty, lifetime value, and profit margins for the business.” This is advocating a communications strategy that incorporates all interactions between your brand and customers, as your customers emphasise the importance of CX in their dealings with your organisation. 

Customer Experience Strategy listed as a key Quadient strength

As you look through some of the vendor summaries, look for important CX clues. If you look at some other vendor entries, you may find that some are slow to respond to support tickets, have lackluster documentation, or have challenges with customer satisfaction. Compare that to Quadient, which lists “Customer Experience Strategy” as our first strength. You will also note that the “Implementation Experience” strength includes a mention of Quadient University, which is a community for training, certification, documentation, samples, and user community that accelerates implementations, boosts skills, and creates connections with other Quadient customers. 

Great customer experiences begin with great CCM software

The time is ticking for businesses to redesign their communication strategies for customer experience, and while some CCM vendors have made minor software enhancements to aid businesses in their efforts, Quadient has placed customer experience at the heart of our business, as highlighted by IDC. We not only offer best-in-class omnichannel management and journey analytics, but the training, resources, and support needed to guide our customers on their path towards best-in-class CX.

Our theory? Great customer experiences can only be created with CCM software that provides an equally great user experience. CX transformation begins with your employees, and the Quadient Inspire CCM Platform delivers a seamless user experience with expert guidance at each and every life stage.

Further explore what makes Quadient a Cloud CCM Leader with complimentary access to the report: IDC MarketScape Worldwide Cloud Customer Communications Management Applications 2022 Vendor Assessment

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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