News

07 July 2026

Free three-region series returns this September with new proprietary research across 300+ enterprises, a keynote from founder Kaspar Roos, and a live panel of leading CCM-CXM practitioners 

Aspire CCS, the world’s leading analyst firm dedicated exclusively to Customer Communications Management (CCM) and Customer Experience Management (CXM), today announced the return of its CCM-CXM State of the Industry series for a second consecutive year. Running across three regional sessions this September, the free executive market briefing series will unpack new proprietary research into how enterprises are navigating the shift to AI-powered customer engagement. 

The 2026 series, titled will explore “The New Rules of Customer Engagement,” drawing on Aspire CCS research spanning more than 300 enterprises across three continents. Early findings point to a rapidly shifting landscape: over 80% of enterprises are now testing or deploying generative AI within their customer communications, and more than half have moved to hybrid sourcing models for CCM and CXM delivery. According to Aspire CCS, the organizations pulling ahead are not necessarily those with the most advanced technology, but those with the governance and operating models in place to use it effectively. 

“Last year's series showed us just how much appetite there is for independent, research-led perspective on where this industry is headed,” said Kaspar Roos, Founder & CEO of Aspire CCS. “This year we'regoing further - looking at agentic AI, governance, and what the shift from static documents to AI-driven dialogue really means for enterprise operating models. It's a conversation every customer communications and CX leader needs to be part of.” 

 What Attendees Will Hear 

Each 60-minute session will open with a 30-minute keynote from Kaspar Roos, mapping the forces reshaping the CCM-CXM industry, followed by a live 30-minute panel discussion featuring leading industry practitioners. Session themes include: 

• Agentic AI in CCM-CXM: What it means for architecture, governance, and operating models
• AI beyond the pilot: Where it is delivering real value today, and where it isn't
• Dialogue over documents: How AI is accelerating the shift to conversational customer engagement
• The hybrid model: Why insourcing vs. outsourcing is no longer the right question
• Governance as advantage: Why operating model and governance, not technology, now separate leaders from laggards
• Accessibility and data security: What best practice looks like as AI-driven communications scale
• The end-user perspective: First-hand insight into how customers are experiencing AI-driven communications

The panel brings together senior representatives from Aspire CCS's sponsor vendors, including Messagepoint, SMART Communications, Quadient, CSG, Elixir, Doxim, and Precisely. 

Who Should Attend 

The series is designed for enterprise leaders responsible for customer communications management, customer experience, digital transformation, and compliance - particularly within financial services, insurance, healthcare, utilities, and telecommunications, where the stakes around governance and regulation are highest. 

Event Details 

All three sessions cover the same agenda and are free to attend, with on-demand access available for anyone unable to join live. 

• North America: Tuesday 8 September 2026, 11:00am EDT / 8:00am PDT / 4:00pm BST
• Europe & UK: Wednesday 16 September 2026, 1:00pm CEST / 12:00pm BST
• Asia Pacific: Thursday 24 September 2026, 3:00pm AEST / 5:00pm NZST / 6:00am BST

Registration is open now here. 

About Aspire CCS

Aspire CCS is the world's largest analyst firm dedicated exclusively to Customer Communications Management (CCM) and Customer Experience Management (CXM)

Our variety of highly specialized services include CCM-CXM advisory, our self-service Aspire Leaderboard, alongside independent research and strategy across the converging landscape of digital communications, document automation, and transaction processing - including e-invoicing, Intelligent Document Processing, and AI-led customer experience.

With offices in the US, UK, and the Netherlands, our senior analyst team brings more than 100 combined years of dedicated CCM-CXM expertise, partnering with Enterprises, Software Vendors and Service Providers, Investors, and Strategy Buyers to deliver unbiased guidance and actionable insights across North America, Europe and beyond. 

Media Contact

Lisa Corbridge
Aspire CCS
lisa.corbridge@aspireccs.com
aspireccs.com