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Introduction

This report provides detail on how Quadient is transitioning from customer communications management to customer experience and the specific role it can play in orchestrating customer communications.

Highlights

  • From CCM to CXM, Quadient plots a credible path forward.
  • Enterprises must adopt a holistic approach to CXM.
  • Quadient can enhance its CXM credentials and increase its value.

Features and Benefits

  • Identifies Quadient Customer Communications Management's capabilities and how they can be used to orchestrate communications to enhance the customer experience.
  • Analyzes how Quadient can help enterprises improve their customer communications from both a compliance and customer experience standpoint.

Key questions answered

  • How can Quadient help enterprises ensure their customer communications are compliant with regulations?
  • How is Quadient planning to add more value in the customer experience field?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for Quadient

From CCM to CXM, Quadient plots a credible path forward

  • Quadient has a successful customer communications management heritage
  • Quadient will develop CXM capabilities in three stages

Enterprises must adopt a holistic approach to CXM

  • Digital transformation progress in CXM space has stalled
  • CXM starts with the customer and requires a holistic approach

Quadient can enhance its CXM credentials and increase its value

  • The rise of the CEP to support channel agnostic CXM offers potential for Quadient
  • The sweet spot for Quadient is: Customer Experience Communications Orchestration
  • CXM is an ecosystem play and Quadient's open architecture and API integration approach is the right one

Appendix

  • Methodology
  • Further reading
  • Author

Recommended Articles

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