February 3, 2026
2025 was a transformative year for a lot of the CCM/CXM providers, we witnessed market consolidation, acquisitions, continuous improvements on products, almost universal adoption of cloud-based capabilities, and ubiquitous attention to AI. Here is a quick summary of some of the highlights that we were briefed on, in the last quarter of 2025:
Compart expanded its DocBridge Communication Suite with Composer – which is probably best described as an evolution of their formerly called Impress solution that has now been extended with new capabilities to intentionally cater to business users beyond its IT or technical design focus. With theme-based template creation that abstracts technical detail, the platform has been enhanced with AI-powered template generation that creates production-ready templates through iterative natural language prompts supported by automatic conversion of existing PDF/image sources. The new Business Flows component adds BPMN-based asynchronous workflow orchestration for customer journey-aligned processes, complementing Gear’s established linear communication flows. Compart has also enhanced PDF/UA accessibility through a dual approach supporting both native accessible design during composition as well as external file conversion for post-composition workflows.
CSG has significantly enhanced its platform with Agent Builder, a major AI-driven automation feature that creates digital workers to process unstructured customer data and execute actions automatically, while achieving high processing rates with 99.4% uptime. The company is successfully expanding beyond its telecom and utilities origins into high-demand verticals including financial services, healthcare, retail, and tolling with demonstrable results. Its roadmap focuses on AI-led data mapping, automated journey design, natural language campaign builders, and advanced agentic actions with human-in-the-loop escalation—all designed to deliver personalized, contextual customer engagement through next best action decisioning across unified communication channels.
ENIT has achieved significant CCM/CXM revenue growth in 2025, securing one of the largest CCM/CXM insurance deals in the Nordics in Sweden in 2025, with further success in Finland, allowing it to extend its overall number of dedicated resources. The company expanded geographically through its Danish acquisition and establishing presence in the Netherlands, plus new partner engagements in Poland and India. Strategic vendor partnerships strengthened significantly with OpenText Platinum Partner status (highest level) and progression toward Quadient Gold Level. In addition, ENIT is now able to deliver services on the Smart Communications platform. The company earned ISO 27001 certification and received the DI Gazelle Award for a fifth consecutive year, while expanding its product portfolio with new tools and services including the ENIT Academy training program.
Ghostdraft has separated its core document automation solution into two suits: Activate Suite which supports form development, mapping to source systems, workflow, and downstream processes, with a web-enabled Hub for capturing form specifications, and Originate Suite which is designed for regulatory compliance, helping teams embed regulatory updates and reduce compliance risks. While Originate can be used independently or integrated with other policy systems, combining both products offers added value, as the output from Originate feeds directly into Activate. The company is also developing a Bureau Forms Library for regulatory requirements and pre-built mappings to systems like Guidewire. AI is currently being integrated into both products: Originate leverages AI search, chat, and advisory tools to streamline compliance, while Activate uses AI agents for template styling and automation. The company is expanding its system integrator partnerships to enhance implementation.
At OpenText World 2025 in Nashville, alongside the overarching theme of OpenText’s “AI data Platform”, the company showcased advancements in its “OpenText Experience Cloud”, highlighting new capabilities for orchestrating real-time, personalized interactions and automated journeys that make communications more adaptive, relevant, and data driven. OpenText has also formally released its AI-powered “OpenText Core Communications”, its cloud-native SaaS incarnation of the main OpenText Communications (Exstream) platform, significantly reducing solution deployment times. Beyond product innovation, the event also underscored a period of leadership transition at OpenText, following the departure of CEO Mark Barrenechea, with James McGourlay stepping in as interim CEO (ahead of the appointment of former IBM executive Ayman Antoun as the company’s new chief executive, which was announced last week). Notably, Savinay Berry, recently appointed EVP & Chief Product Officer with a mandate to sharpen product strategy and innovation, was on stage with a compelling narrative about data-centric AI and product vision.
Precisely expanded its EngageOne RapidCX platform, introducing AI agents designed to accelerate content creation while maintaining compliance controls: Sentiment Analysis, Readability Scoring, Contextual Rewrite, and Intelligent Search. Precisely’s approach emphasizes governance-aligned activation, allowing customers to selectively enable agents based on their risk tolerance and regulatory requirements. In the last quarter, Precisely secured significant competitive wins, and achieved FedRAMP Moderate authorization for its Data Governance Service.
Quadient acquired CDP Communications, a long-standing provider of document accessibility and automation. CDP’s capabilities will enhance Quadient’s compliance features by simplifying the conversion of high-volume documents into accessible formats and automating validation against global accessibility standards. CDP’s Inspire Adapt technology provides post-composition accessible format conversion, while Inspire Compare adds output comparison for version control, regression testing, and regulatory change tracking. The acquisition focuses primarily on regulated verticals (government, BFSI, healthcare) where accessibility compliance is mandated.
All in all, another productive quarter, wrapping up a year where we have seen a lot of added value delivered to CCM/CXM clients. Looking ahead to 2026, key themes will clearly include the transition toward agentic AI and AI-assisted development, alongside a continued shift to cloud-native, SaaS-first architectures, deeper real-time data orchestration, and an increased emphasis on AI governance as autonomy scales across enterprise systems.
Aspire CCS will continue to track the CCM–CXM markets on an ongoing basis, and we encourage readers to explore the current Aspire Leaderboard, which is organized into seven distinct market grids:
- AnyPrem CCM Software– solutions deployable on-premises or across private/public cloud environments.
- Vendor-Hosted SaaS CCM– CCM software products delivered as cloud-native SaaS offerings by the software vendor (not managed service providers)
- Enterprise Communications Processing (ECP)– software for orchestrating downstream communications processing.
- Communications Experience Platform (CXP)– platforms that unify CCM and broader experience capabilities; use the filters to toggle between software vendors (for in-house deployment across on-premises or cloud environments) and service providers offering CXP capabilities as a hosted service.
- Interaction Experience Management (IXM)– emerging segment focused on bidirectional customer interactions and data capture, currently centered on software vendor offerings.
- Service Provider / Implementation grids– ranking of specialist CCM–CXM services and implementation partners.
- CCM/CXM Communications Outsourcing– rankings of specialist service providers delivering CCM and CXM capabilities as fully managed, outsourced services, tracked separately from software vendor offerings, and typically rooted in a heritage of large-scale print production.
Together, these grids offer a comprehensive view of vendor capabilities and strategic direction across the customer communications and experience management landscape.