Ovum Report: How Quadient is evolving from CCM into CXM
Customer experience management (CXM) is a major focus area for digital transformation by enterprises across all industries and sectors as power has shifted towards the customer, who has more choice and greater access to products and services from around the world.
Globalization led to commoditisation, making it harder for businesses to stand out from the crowd. Native commerce ecosystem leaders, such as Amazon, Alibaba, and disruptors such as Uber, AirBnB,and others, have driven customer expectations for convenience to new heights threatening established businesses and reducing the window of opportunity to transform in order to keep up.
Against this volatile and uncertain background, the race is on to differentiate through the quality of experience delivered to customers throughout their many and varied journeys across digital and physical landscapes.
Ovum's research outlined in this report, shows that progress has stalled and that most enterprises are struggling to make any headway. They need help. The CXM drive has also attracted thousands of vendors, large and small, that seek to carve out a share of the market. While the opportunity is vast, vendors must decide where they can play and where they must partner.
Quadient, with a rich heritage in customer communications management, has firmly nailed its colours to the CXM mast, and this report outlines their journey and the challenges it faces to deliver on its vision: to be the driving force behind the world's most meaningful customer experiences.