Knowledge Trust in the AI-Driven Information Age
As customer communication strategies shift their focus from cost reduction to customer experience enhancement, more businesses are actively seeking Customer Communication Management (CCM) solutions with advanced AI capabilities. In fact, QKS Group anticipates that roughly half of new customer communication processes designed in 2026 will include some form of AI-driven content generation or decision support.
As businesses research solutions, they must contend with the fact that gaining access to reliable software vendor intelligence is becoming increasingly challenging in today’s AI-driven information age, where content volume can often overshadow author credibility.
AI Claims Grow in Volume and Exaggeration
In the early days, benefiting from the knowledge of a respected, published author required visiting your nearest library and an understanding of the Dewey Decimal System (or being on good terms with a librarian). Then came the advent of the internet, which made knowledge digitally accessible from the comfort of our homes while, at the same time, opening a diverse world of amateur and professional authors that researchers must vet.
Now, artificial intelligence (AI) is rendering the need to know how to use internet searches effectively redundant, as simple questions can prompt advanced generative engines that trawl the web on our behalf to provide answers. To appear in these AI-powered search engine answers, tech vendors are clamouring to shout about their latest AI features with increasingly extravagant promises about their roadmap and current stage of execution.
Whether it be expansive claims of full automation or cast-iron guarantees of generative AI that will transform customer interactions “immediately,” the results can be overwhelming, making it difficult to discern between hype and genuine innovation with real-world impact.
Cutting Through the AI Noise to Reveal the Truth
The response to cut through the noise and get to the truth of the matter is to return to our roots and look for respected, trusted authors for our intelligence – those who are known to have the level of expertise we require and who have a track record of offering solid, impartial advice.
After extensive analysis of the Customer Communication Management (CCM) vendor landscape, QKS Group, a leading global advisory and research firm, published the industry’s first-ever AI Maturity Matrix to provide IT and business leaders with a clear and structured framework for assessing CCM vendors’ AI maturity and making future-focused software investments.
While the assessment covers numerous criteria, one overriding objective shines through in the report: to identify the innovators delivering real business value through AI. This one-of-a-kind CCM vendor evaluation tool is built on the belief that winning the AI race isn’t about who can shout the loudest or make the boldest marketing claims – it’s about who’s building it right, in a way that empowers users and delivers tangible business results with long-term impact.
Quadient Named CCM’s Most Valuable Pioneer
Quadient is proud to be named the Most Valuable Pioneer (MVP) on the QKS AI Maturity Matrix™ for CCM 2025, positioned as the leader of the Industry Pioneers category with the highest scores in both AI Vision & Roadmap and AI-first Productization. Outpacing 11 other vendors, we were recognized by QKS for our depth of innovation and scale of execution, as well as our role in leading the CCM market shift toward AI-orchestrated communication experiences.
“The MVP recognition is not about who is loudest in the AI race; it’s about who is building it right. In a market clouded by hype, MVPs are the ones reshaping industries with AI as a core driver and not as an accessory,” said Saurabh Raj, Principal Analyst at QKS Group and report author.
Our MVP recognition demonstrates that we are turning a visionary AI strategy and future-forward roadmap into practical applications that simplify and scale AI adoption, drive long-term impact, and steer the industry into the next phase of CCM-to-CXM transformation.
Three Highlighted Capabilities Making an Impact
Valued recognitions published by independent authors like these do not arrive by accident. From high-level strategy to the execution and delivery of our products, everything at Quadient revolves around creating practical solutions that solve real problems for our customers.
Three of the key Quadient Inspire AI features that QKS highlighted include:
- AI-assisted authoring: A guided authoring experience accelerates the creation of complex content and rules by advising on readability, sentiment, tone, and grammar, then enabling instant application of recommended revisions via a single click. The content creation and review process can now be completed in a fraction of the time, with fewer rework requests, while maintaining strict quality control safeguards, including automated approval workflows with real-time change tracking and timestamped audit trails.
- AI-driven language translations: Users can leverage a collection of AI quick prompts configured and governed by platform administrators, including prompts to translate a block of content or an entire template into a selected language. Content quality and accuracy are maintained with spellcheck in 150 languages, while speed-to-market is accelerated by bypassing traditional manual, error-prone translation workflows.
- AI-automated compliance checks: One-to-one content personalization is enhanced with AI, while maintaining data security through automated analysis and identification of Personally Identifiable Information (PII) as a native part of the in-editor experience. This monitors against cut-and-paste errors that may accidentally expose sensitive data, helping to reduce the risk of regulatory fines while protecting data privacy.
Quadient Inspire is also highlighted for leading the market shift from isolated interactions to AI-orchestrated communication experiences, where AI acts as an experience orchestrator, informing and accelerating personalized content creation, optimizing quality and compliance, and selecting the best channel and moment for delivery. As a persistent communications layer, AI makes interactions more intelligent, personalized, and measurable at every stage.
According to Amandeep Singh, Practice Director & Principal Analyst at QKS Group:
"Customer Communication Management is moving from the generation of compliant output to the orchestration of intelligent communication experiences. Looking ahead to 2028, we expect AI-orchestrated experiences to become the default, with author co-pilots, explainable next-best actions, and coordinated workflows across service, marketing, and operations. The result is a communication layer that consistently advances customer journeys while meeting the highest bar for security and compliance."
AI for Today and For Tomorrow
While receiving industry recognition from a respected, independent analyst signifies our ability to actualize enterprise AI ambition, leading on the Maturity Matrix’s AI Vision & Roadmap axis is equally significant. Quadient has always led the customer communication field and continues to invest heavily in meeting future enterprise needs through a bi-monthly SaaS CCM product release cycle, which ensures users are always supported by the latest technology and best practices.
Analysts such as QKS are aware that today’s problems were once tomorrow’s concerns. They recognize that Quadient is best placed to continually deliver solutions through an advanced, AI-first roadmap that extends far beyond the boundaries of CCM-to-CXM transformation.
Access the QKS AI Maturity Matrix for CCM
Independent assessments such as the QKS AI Maturity Matrix can be a genuine lifeline in today’s AI-driven world, where intelligence is freely available, but determining which version of “the truth” is accurate can be the hardest knowledge to gain of all.
To further explore how Quadient leads the AI-driven CCM industry, and where other vendors fall on the maturity scale, click below for a complimentary copy of the QKS report:
Access the QKS AI Maturity Matrix
With nearly 2 decades of experience at one of the worlds largest banks, Andrew is ideally placed to ensure that Quadient’s product suite continues to evolve to meet the needs of today’s financial institutions. His resume covers all aspects of banking operations and technology with respect to customer communications management and customer experience, and he has built a reputation as someone that can successfully execute complex international transformational projects in these fields. He earned his law degree in his home town of Sheffield, UK.