I am always excited to see the Aspire Leaderboard for CCM, because this research offers insights that are highly configurable to anyone out there looking at the CCM Market. Once again, Quadient has obtained a license to let you check it out for yourself.
Kaspar Roos and Will Morgan collect a lot of data that really puts everything in the customer’s hands in a format that is easy to navigate. Whether you are looking to add channels, coordinate your CCM and CX initiatives, or replace a legacy system with a poor innovation to maintenance ratio, you can isolate the criteria that matter the most to you.
Let’s take a tour through the report, as we think about the past, present and future of your CCM needs. The overall Leaderboard has 7 of the 21 vendors in the Leader category, and the top three are within 2 points. Thankfully, Aspire CCS parses this out into four sub groupings and 21 use cases to help you find the technology that best prepares you for the future.
First, you will see Quadient has a lead in Omni-channel orchestration. For enterprises that understand that their communications, and even single communications, increasingly take place across a convoluted mess of channels, Quadient is in the best shape to handle this channel complexity today.
Diving into the use case specific filters, this is reinforced as Quadient has the highest scores in Interaction Tracking, Communication Orchestration and Mobile Design. These market-leading capability scores prove that Quadient excels at designing for all channels is important, as evidenced by the Mobile Design score.
But, today’s communications often execute across a variety of steps and a variety of channels until the business is closed. These communications have to be delivered, tracked, processed, and responded to swiftly across the entire range of channels your customers need to have available. Quadient’s high score gives enterprises confidence to communicate effective across a mix of channels.
But enterprises don’t communicate for the sake of communicating. Tracking interactions is important, because enterprises need to close their transactions. Understanding which notifications are read, which emails have been delivered, and whether physical mail was delivered helps trigger the next steps in the process to close the business. The communication chain only works well with omnichannel experience tracking, and Quadient was recognized as having market-leading capabilities in this critical area.
Since Enterprises communicate often, and across a wide array of channels to prospects and customers at different stages of the customer lifecycle, it’s important for a variety of people in the business to understand the context of what they are communicating to the customer. Quadient was the first CCM vendor to debut Customer Journey Mapping technology in 2015 and has earned the top score for both strategy and capabilities in this area. Some of this might have been attained by the connection to the web, cloud and desktop omnichannel design capabilities with the Social Commenting feature that keeps everyone focused on the communication.
Lastly, enterprises don’t want to spend years escaping their cumbersome legacy technology. Enterprises have often found that upgrading within the technology suite of their current vendor is often unassisted by the vendor. So, Quadient built AI-based template migration technology, called InspireXpress that facilitates the migration process, removing 90% of the analysis effort, often 70% of the content and 50% of the total transformation effort. Aspire CCS recognized this strategy by assigning the highest capability score for AI Template Migration.
So, on balance if you need to rapidly transform to support your customer journeys across a portfolio of omnichannel communications while tracking transactions to all channels (including mobile), the scores on the Aspire Leaderboard show you that Quadient is worth your attention.
And, if you are interested in more than scores, Aspire recognized that Quadient has the highest Net Promoter Score of all of the vendors they evaluated. So, while we are technically strong, we’re most proud of our customers’ achievements and satisfaction.