February 17, 2025
The last quarter of the year is always a busy time – both for us at Aspire CCS and for the vendors on our Aspire Leaderboard – and 2024 was no different. Here is a summary of all the CXM market updates we learned about in the last quarter of 2024:
In the Nordics, ENIT continued to boost its presence with its acquisition of the Danish service provider IMIT ApS. As a result of significant wins in marquee accounts, (which increased its revenue across the vertical spectrum), it managed to increase delivery capacity and continue R&D investment in its own product suite, serving Quadient, OpenText, and Smart Communications customers. In addition, ENIT has continued its geographical expansion by opening new offices in the Netherlands and India.
Quadient won large deals in Healthcare and Insurance and has been emphasizing the automation of core processes – particularly using AI – as well as applying new innovations in e-invoicing and Electronc Data Interchange (EDI). Quadient has also been actively working to transition customers from legacy systems through its InspireXpress platform and competitor-specific conversion tools. It plans to handle large-scale migrations of up to 10,000 templates. In both Evolve and its upcoming Inspire Flex version, Quadient is now offering a “bring your own” AI model approach that enhances customer safety. Meanwhile, it is also implementing new features in sentiment analysis and journey orchestration.
ThemeBuilder from Smart Communications is entering its third year and has maintained a bi-weekly release schedule with major updates coming out twice annually. The company is placing significant emphasis on security, compliance, and AI integration, particularly in light of the EU-AI framework and the market’s concerns about content provenance. It is implementing productivity enhancements like keyboard shortcuts through Quick Actions while developing a next-generation serverless batch engine to improve high-volume processing efficiency. SmartIQ in particular has scored high user growth while Smart Communications’ recent product enhancements have improved form handling and integration capabilities while maintaining a focus on creating the “best first draft” for users.
In the last quarter of 2024, we also welcomed OSG to the Aspire Leaderboard in both the Customer Experience Platform (CXP) and Communications Outsourcing grids. OSG has more than 50 years’ experience in Customer Communications Management (CCM). During that time, it has evolved past traditional print and mail services and now offers a comprehensive customer experience management solution through its OSG JourneyConnect suite. OSG has differentiated itself through its emphasis on predefined customer journeys, strong data integration capabilities with core banking and business systems, and its strategic partnerships with best-of-breed providers like Quadient, InfoSlips, Racami, and Twilio/Segment. Its approach combines digital innovation with established print expertise while its focus on AI-driven personalization and seamless integration with industry-specific platforms like EPIC, Jack Henry, and Trizetto puts OSG in position to be a potential digital disruptor in the CCM-CXM space.
During the last quarter, we also evaluated Intense‘s Reasy development platform for the Interaction Experience Management (IXM) grid. Reasy provides a comprehensive solution, offering low-code/no-code capabilities for complex form processing, customer journey orchestration, and system integration. The robust platform has demonstrated its strength through its work with high-volume clients, (like its deployment for India’s Income Tax Department where it processes 75 million tax returns annually). Intense offers flexible deployment options and built-in governance features for data privacy compliance along with emerging AI capabilities for enhanced customer interactions.
Over the last year, Compart has evolved from a point solution software vendor to an integrated platform company offering two distinct yet complementary solutions: DocBridge Communication Suite for customer communication management and DocBridge Production Suite for output management. This strategic transition reflects Compart’s commitment to providing end-to-end document processing capabilities, combining both the generation and delivery of communications with automated document processing through a unified platform approach. By integrating these suites into a modern, SaaS-based platform, Compart enables organizations to manage their entire document lifecycle from creation through final output, streamlining workflows and enhancing operational efficiency.
Messagepoint has made significant strides toward a translation service technology opportunity. It offers comprehensive auto-translation capabilities for healthcare, the public sector, and human (translation) services. The system uses advanced AI models (including OpenAI/ChatGPT, and DeepL) to translate material and it includes capabilities for modular content translation that can accommodate quick updates and last-minute changes. The platform includes a dashboard, automated workflows, and the flexibility to use both AI agents and human translators. A new planned release will feature multi-select capabilities and AI-driven process updates.
In November, we visited OpenText World 2024, where the company showcased its vision for revolutionizing customer communications and experiences through their new Titanium X platform which harnesses agentic AI to enable more intelligent and personalized customer interactions across multiple touchpoints. The platform’s “JATO” interface promises to accelerate customer experience solutions deployment, while the multi-cloud (zero copy) approach ensures organizations can deliver consistent communications regardless of where their customers are engaging. This transformation in OpenText’s approach reflects its understanding that modern enterprises need flexible, AI-powered tools to meet evolving customer expectations while maintaining security and compliance.
Also in November, eGlue invited us to the DNOW! event in Athens where leading service providers from across the world met to discuss the latest trends in digital accessibility regulations, eIDAS (electronic Identification, Authentication, and Trust Services), and Interaction Experience Management (IXM). Topics such as generative AI, digital identity, electronic signatures, trust services, experience design, and the upcoming European Digital Identity Wallet were discussed in this two-day event.
Following a change in Leadership, O’Neil Digital Solutions has worked to dramatically reinvent itself by offering progressive and software-driven solutions on the back of its highly-automated print capabilities. The company is a pioneer in the Customer Experience Platform (CXP) space with a strong focus on incorporating the latest AI innovations into its product portfolio.
Precisely’s Engage division is transforming enterprise customer communications through an innovative platform that combines data integrity with personalized digital experiences leveraging chat, personalized video, and voice technology. The company is thoughtfully integrating AI capabilities, including natural language processing (NLP), while maintaining stringent standards for regulated industries, enabling organizations to deliver dynamic, compliant customer interactions across digital and mobile channels.
Elixir unveiled a suite of Medicare communications solutions designed to help healthcare organizations streamline their Annual Enrollment Period operations and member communications while ensuring regulatory compliance. The new offerings feature advanced automation, enhanced self-service capabilities, and a patent-pending Elixir Catalyst migration tool, which early adopters report has led to a 2-to-3x increase in capacity and up to 86% faster plan creation times. According to CEO Tarek Harry, this launch represents the potential to reduce operational costs by 30-50% while also improving how payers deliver critical information to their members.
Finally, we saw kwsoft continue to expand and find success, particularly in Germany, France and Spain. Meanwhile, Sefas is advancing its AI integration strategy through a partnership with Mistral AI, focusing on controlled implementation for enterprise text completion and automated accessibility features.