Quadient has been recognized as an overall leader in the 2021 Aspire Leaderboard for CCM for the fourth year running. Aspire’s Leaderboard is the most in-depth vendor comparison in the market, full of data and insights. In addition to overall leadership, Quadient CXM solutions earned 12 market-leading scores in critical categories.
CCM is critical to your customer experience strategy. In our “Connecting the Dots” series we’re exploring how scoring criteria, key scores and their connection to data elements, and weightings can be engineered for optimal business impact.
Today we’re exploring how the Mobile Design and Orchestrating & Decisioning use cases combine to reduce costs of designing and delivering a complete communication process.
Mobile design capacity for powerful customer communications
Each communication your organization sends has a specific business purpose. Looking at the leaderboard, the Mobile Design score is important because omnichannel native communication design capabilities make it significantly easier to shape the Orchestration & Decisioning required to deliver communications that complete your business processes to achieve each of these purposes.
In 2021, leaders approach communication design from a process completion perspective, understanding that it often takes several interactions across multiple channels to complete a process. Your prospects may need a nudge to finish an application process. Maybe you’ve landed in their spam folder and need to try an alternate channel. Perhaps you need to send a reminder to activate a languishing approval. Maybe a customer already has your app and you need to send them a rich notification to complete a regulatory process. This is the critical intersection of Orchestration & Decisioning and Mobile Design.
The Aspire Leaderboard’s Mobile Design category is broken out as an important use case in the IT section. With Quadient’s Inspire solutions, the IT part of the use case is generally invisible to both the line of business product owners editing communication content and the customer-facing employees processing multi-channel communications. But it has big impacts.
When mobile design is treated as an independent design environment within a CCM solution, the starting point is an entirely separate set of designs, integrations, approvals, and deployments on at least four—possibly even 10— channels according to Aspire’s definition. This redundancy increases cost, coordination, and complexity while increasing the chances for inconsistency, and non-engagement, across communication channels.
Orchestration & Decisioning ensure customer engagement
As you know from your customer preference stats, your customers are adding complexity to your processes as their collection of devices, accounts, and channels grow. It becomes your job to build processes that understand and adapt to each customer’s changing context and channel mix.
Orchestration & Decisioning ensures handoffs between steps in a communication process or between channels in a single communication in the event of a failover. Essentially, if one channel fails, Orchestration & Decisioning capabilities leverage AI technology to automatically attempt connection on an alternate channel.
With a system that scores high on both Mobile Design and Orchestration & Decisioning, you can design completion into the process, without managing separate “per channel” implementations that add cost, time, and complexity to your communication strategy.
Here are five mobile design and orchestration decisioning questions to include in your RFP as you evaluate vendors.
Connecting the dots of the 2021 Aspire CCM Leaderboard
So, the key takeaway from connecting Quadient’s leading dots on Mobile Design and Orchestration & Decisioning is: Quadient’s solutions are designed to optimize engagement in customer communications without adding unnecessary costs and redundant efforts for each important channels.
Thank you for engaging with me on this topic. Our solutions are configurable to your unique CCM and CXM needs, and we focus on the interactions between a variety of forces within business that impact the communications that drive your customer experiences. We look at the market through the lens of our customers, because connections matter.
