Quadient Captures #1 CCM Market Share Spot

The 2024 edition of the IDC Worldwide Customer Communications Management (CCM) Software Market Shares report has been released, highlighting vendors that have grown their market share because of their commitment to “Elevating Efficiency and Dynamic Experiences with AI.”

Quadient is proud to announce that we captured the number one market share spot, outperforming the competition as the only vendor with double-digit market share.

This demonstrates that we now own the largest percentage of global CCM revenue as more enterprises turn to us to modernize their legacy systems, unify their communication touchpoints, and achieve their critical customer experience (CX) transformation goals.

New Priorities Create a Market Share Shakeup

The IDC Market Shares report highlights a fundamental shift in the market. Historically, enterprises invested in CCM systems primarily to reduce costs and compliance risks. Today, the number one goal of businesses’ customer communications strategy is improving customer satisfaction, with enterprises increasingly adopting cloud-native SaaS and private cloud CCM solutions to accelerate the deployment of AI-powered solutions and enable faster response to changing customer needs, channel preferences, and market dynamics.

“In 2024, the priority shifted from reducing CCM expenditures to enhancing the customer experience. Companies leaned into personalized and dynamic engagement by embracing AI capabilities to optimize content and deliver it through each customer’s preferred channel,” writes Amy Machado, lead author of the IDC Worldwide CCM Software Market Shares report, and Sr. Research Manager of Content & Knowledge Management Strategies at IDC.¹

Enterprises now seek CCM solutions that leverage AI to automate workflows, accelerate content creation and personalization, and optimize consistency across touchpoints for an enhanced customer experience that increases brand value and revenue. It is this shift in CCM priorities and desired capabilities that was key to Quadient securing the top global market share position, while those unable to keep pace with the evolving market state saw their share decline.

Elevating CX with Secure & Scalable AI Integration

While some vendors are still in the early stages of AI experimentation, Quadient supports seamless integration with businesses’ preferred, pre-trained AI models, such as Microsoft Azure AI services. Once connected, admins can configure preset AI 'quick prompts' with customizable parameters, which are then made available to users as part of the native Quadient Inspire content authoring user experience, enabling real-time, intelligent assistance.

By making AI integration secure and compliant with business-specific policies, we’ve enabled enterprises to scale AI across numerous high-value use cases that are driving measurable business outcomes and long-term efficiencies, including up to 50% faster content creation and double the communications output without any additional headcount.

“Organizations are investing in AI-driven communication platforms that personalize engagement and unify digital and human touchpoints. Quadient’s Inspire platform leverages AI that evolves and adapts to customer needs for faster content creation, advanced personalization, automated translation, and intelligent workflow orchestration,” said Machado in a statement on Quadient's movement to the top market share position.

Testament to Our ‘Elevate to 2030’ Strategy

In June 2024, we launched a bold, five-year Elevate to 2030 strategy as our blueprint for leading the way. This strategy is built upon our vision to power the world’s most trusted connections between businesses and their customers. In the IDC Market Shares report, our strategy and the actions we’ve taken to drive it were recognized as key to earning the largest market share.

“Guided by its ‘Elevate to 2030’ strategy, Quadient is providing future-ready communications management solutions for the dynamic digital world,” said Machado.

Our Elevate to 2030 strategy is driven by four key pillars, including a commitment to delivering exceptional value through customer-centric technology innovation and accelerating the growth of our subscription-based, cloud-native SaaS solutions, such as Inspire Evolve, which allows enterprises to realize the scalability of the cloud while reducing IT overhead.

Our goals are made possible with a unique focus on forging meaningful connections with our customers, partners, and employees to raise the bar of digital transformation as a united community. Our belief that connections power progress is key to our success, which is why we expanded our global network in 2024 through the acquisition of several major enterprise CCM customers and the addition of dozens of new channel partners. Elevate to 2030 is more than a strategy — it’s a shared commitment to growth, impact, and excellence.

Future-ready CCM for a Dynamic Digital World

As organizations increasingly recognize customer communications as a strategic driver of customer experience and revenue growth, demand for CCM solutions that leverage AI and cloud technologies to deliver real-time, personalized engagement across omnichannel touchpoints is accelerating, causing a shift in global market share positioning.

Quadient rose to the top market share position because more businesses trust us to modernize their legacy systems than any other vendor. Our AI-powered Inspire CCM platform enables orchestration of dynamic, personalized communication experiences across channels that deepen customer engagement while keeping pace with evolving regulatory requirements. Backed by a history of reliability, deep research & development, and countless customer success stories across industries, we are the market's most trusted and future-ready CCM partner.

As the market reaches a critical inflection point, now is the time to consider if your vendor has the strategy, roadmap, and executional abilities to meet the demands of an AI-enabled, dynamic digital world. Don’t risk your critical communications with a vendor lacking vision or stability.

Discover why Quadient is the trusted, future-ready choice to bring your business into the next era of AI-driven CCM: Learn more

SOURCE:
1. “IDC Worldwide Customer Communications Management Software Market Shares, 2024: Elevating Efficiency and Dynamic Experiences with AI" By: Amy Machado, September 2025, IDC #US53742425

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