Customer communications and customer experience management (CXM) are all the talk this week with the much-anticipated release of the 2021 Aspire Leaderboard. The Leaderboard is an online CCM vendor positioning grid published by Aspire, a leading customer communication services analyst firm that provides deep expertise in CCM and digital customer experiences (DXP).
How to use the 2021 Aspire Leaderboard for CCM
The leaderboard is built to configure your unique CCM needs with customizable weightings. It’s a fantastic tool that helps businesses understand, tweak and filter capabilities and weightings to align to priorities, helping you find the right CCM solution provider for your business. In June, we will be doing an explainer series to help you maximize the power of this critical analysis tool, but for now, let’s talk about the overall results.
Here are some of the key takeaways from the 2021 report:
- Quadient gained a total of 91 points over the 2020 report and remains in a leadership position for overall CCM.
- We received seven top scores including omnichannel orchestration, data management & migration, AI-based template migration, journey visualization & management, customer enablement, and CCM rendering
- Quadient earned a 99 for rendering, the highest score ever awarded
- We continue to have the highest NPS score by a large margin for the third year in a row.
Quadient Inspire CCM leadership ranking
The Quadient Inspire Platform—made up of Inspire Evolve, Inspire Flex and Inspire Journey—is the only CCM and customer experience management solutions offering flexible on-premise, fully SaaS and hybrid deployments. Quadient Inspire enables organizations to create and deliver personalized, compliant customer communications across all digital and traditional channels from one centralized hub, as well as connecting those communications to customer journey maps, enabling organizations to orchestrate the next best action.
As we work towards our mission of powering the world’s most meaningful customer connections through digital and physical channels, Quadient is excited to be a recognized leader for the fourth year in the 2021 Aspire Leaderboard for Customer Communications Management. Additionally, Aspire recognized Quadient’s Inspire Platform as a leader in the Leaderboard’s sub-grids for Omnichannel Orchestration, Communication Composition and Business Automation.
Omnichannel orchestration
Omnichannel orchestration capabilities continue to be value differentiators as businesses compete to improve customer communication which increasingly involves a large variety of channels and smaller experiences executed over an orchestrated customer journey.
As pioneers of journey orchestration, Quadient’s omnichannel orchestration solution remains a clear leader in a field that has doubled with newcomers racing to roll out solutions. Quadient’s ability to give organizations the ability to collaboratively customize journeys and automate continuous communication at scale and industry-leading journey mapping solution remains best in class for businesses looking to “up the ante on customer communication and digital experience offerings.”
What does it all mean?
Over the next month, we’re diving into the nitty-gritty and sharing a series of videos to help you maximize the leaderboard results in relation to your CX initiatives. Stay tuned as we connect the dots in the Aspire Leaderboard.
To access the Aspire Leaderboard free for 30 days, please use this complimentary link, courtesy of Quadient.
