The 2023 Q4 Aspire CCM-CXM Leaderboard updates recently went live, and I am proud to report that Quadient continues to maintain its Leader position on all three software market segment grids, which include: AnyPrem CCM Software, Vendor-hosted SaaS CCM, and Communications Experience Platform (CXP).
Presented by Aspire Customer Communication Services (CCS), a global analyst and market research firm specialising in the CCM and CXM markets, the Leaderboard is a digital vendor ranking tool that evaluates the performance of software and service providers in the Customer Communication Management (CCM) market. Regarded as a global industry benchmark, the Leaderboard is comprised of six interactive grids that rank software and services vendors on Strategic Direction and Capabilities, with scores updated quarterly.
While from a top-level view, many CCM vendors appear to provide similar solutions, the Leaderboard takes a deeper look with dynamic grid filters that allow you to view vendor performance in alignment with specific criteria, from regional presence to key industry verticals. Using the dynamic grid filters, you can create custom grid views and assess vendors according to your unique business and CX objectives.
Q3 Vendor-hosted SaaS CCM Advancements Prevail
Entering the SaaS CCM market less than three years ago with Inspire Evolve, we have achieved a leading position in the Leaders’ quadrant of the Vendor-hosted SaaS CCM grid for the past two consecutive years, while making noteworthy advancements. In Q3 2023, we improved our overall positioning with a three-point Total Score increase and a 6-point increase in Technical Strategy. These gains reflect our strategic commitment to cloud modernisation, business user empowerment, and enablement of Total Experience strategies that interlink EX and CX.
The fast-accelerating performance of Inspire Evolve is best captured by a recent use case with an enterprise financial services customer who needed to send 1.2 million communications in a single day. Inspire Evolve's ‘Batch’ function proved up to the challenge, supporting the flawless composition and timely output of all 1.2 million records. In addition, the template authoring and editing application of Inspire (aka 'Inspire Interactive') has been enhanced with a multi-document editing feature that supports the streamlined composition, editing, and review of complex contracts and policies numbering from 100 to 1,000+ pages in length.
In addition to our recognised SaaS CCM solution performance, noteworthy achievements include:
1. Highest Overall Strategic Direction Score on AnyPrem CCM Grid
Quadient continues to earn the highest overall score for Strategic Direction on the AnyPrem CCM Software grid. Contributing to our Strategic Direction leadership is our Technical Strategy score, which is the highest of any vendor on the grid. Leading the AnyPrem market on strategy illustrates that businesses who choose Quadient can expect to benefit from a visionary product roadmap both today and years into the future.
From furthering our cloud deployment flexibility with support for Amazon Elastic Container Service (ECS) and the launch of a public container registry—to expanding our open ecosystem with native event listening, an Events API, and seamless ways of integrating with popular messaging brokers, we continue to place technical strategy at the heart of development to accelerate digital transformation for our customers and future-proof their CCM investment.
2. AnyPrem CCM Insurance & Public Sector Leader for Enterprise
Quadient leads in key compliance-driven industries, including Insurance (Life & Annuity, Property & Casualty), Healthcare Payers, and Public Sector across Enterprise, Mid-Market, and SMB segments. Leadership in these three verticals demonstrates Quadient Inspire’s ability to support the complex data integration, information security, and dynamic composition requirements of highly regulated industries. Enterprise insurance companies and government agencies choose Quadient for our legacy-to-cloud migration experience, AI-driven content migration tools, and superior post-sale care, including the widest breadth of online learning & training resources.
3. Leading with Journey Management on AnyPrem, SaaS & CXP Grids
Quadient was first to market with its customer journey mapping (CJM) solution, Inspire Journey, years ago. The market’s only CJM solution for customer-centric collaboration built to natively integrate with CCM out of the box, no other vendor offers this type of journey management. The power of our fully integrated CJM solution is exemplified by our high-scoring Journey Management capability on the AnyPrem, SaaS, and CXP Aspire Leaderboard grids. With the Journey Management capability filter applied, Quadient is a Leader on all three grids, with a 16-point total score lead on the AnyPrem grid and a 15-point total score lead on the SaaS grid.
Quadient also received high marks for Omnichannel Orchestration on the AnyPrem and SaaS grids, as well as for Mobile Communications on the CXP grid. Receiving top scores for these critical capabilities affirms that we have the leading-edge capabilities needed to accelerate the transition from CCM to CXM.
Winning Solutions for Every Deployment Preference
Our continued leadership across these three CCM software market segments is proof of our commitment to innovation across the complete Inspire portfolio, providing best-in-class solutions for every deployment preference. From rearchitecting Inspire Flex to support containerised deployment in your cloud of choice to supercharging Inspire Evolve with advanced batch and interactive capabilities, every Inspire solution is backed by a proven product roadmap, visionary technical strategy, and extensive R&D.
Quadient has even more exciting innovations in store for our customers though, with the recent acquisition of Daylight Automation, a SaaS-based intelligent forms company. Joining the Inspire Solutions Suite as ‘Inspire iForms,’ this new addition to our portfolio is poised to further position us at the forefront of the market and unlock a world of new digital CX transformation possibilities.
Complimentary 30-day Premium Access
See how Quadient leads across key CCM categories with 30-day Premium Leaderboard Access, which unlocks the detailed Q4 vendor scores, the full range of dynamic grid filters, exclusive analysis, and more! Go beyond the static grids:
