Posts by lisac
The AI Hype vs. Reality Gap: Why Most Companies Aren’t Seeing ROI from Customer Communications AI
The CCM-CXM industry saw significant transformation this quarter with notable M&A activity, strategic pivots, and AI integration across the board. From Broadridge’s European expansion through Signal acquisition to Smart Communications’ ownership transition and dual acquisitions, consolidation continues reshaping the market. Meanwhile, vendors like OpenText, Precisely, and Quadient are advancing cloud-native platforms and embedding AI capabilities, while eGlue pivots to digital consultancy and Formpipe refocuses on core document generation. Get the latest on key vendor updates, product launches, and market momentum heading into year-end.
Read MoreBeyond Buzzwords: AI’s Real Impact on Customer Communications
The global customer communications management market is undergoing a fundamental AI-driven transformation valued at over $2 billion annually as organizations evolve from experimental pilots to strategic enterprise deployments. With 75% of communications stakeholders believing AI will fundamentally change how they engage customers, yet governance gaps threatening to derail progress, enterprises must implement AI responsibly while balancing innovation, compliance, and customer trust. This Market Trend Report examines the current state of AI adoption in customer communications and provides actionable frameworks for achieving measurable business impact through governed AI implementation.
Read MoreThe Metamorphosis is Here: Why 2026 Marks Customer Communications’ Inflection Point
Nearly 700 industry leaders registered for last week’s State of the Industry 2026 briefing, which took place over three powerful sessions spanning Asia Pacific, Europe/UK, and North America. The message was unmistakable: we’re not witnessing gradual evolution anymore – this is rapid transformation happening now.
Read MoreLatest Aspire Leaderboard Updates
The CCM-CXM industry saw significant transformation this quarter with notable M&A activity, strategic pivots, and AI integration across the board. From Broadridge’s European expansion through Signal acquisition to Smart Communications’ ownership transition and dual acquisitions, consolidation continues reshaping the market. Meanwhile, vendors like OpenText, Precisely, and Quadient are advancing cloud-native platforms and embedding AI capabilities, while eGlue pivots to digital consultancy and Formpipe refocuses on core document generation. Get the latest on key vendor updates, product launches, and market momentum heading into year-end.
Read MoreEOBs, ANOCs, and ERAs: Decoding Healthcare’s Communications Alphabet Soup
If you’ve ever felt lost in the maze of American healthcare acronyms, you’re not alone. For healthcare payers and providers, managing this complex web of communications represents one of the industry’s most persistent operational and customer experience challenges.
The most infamous is the EOB (Explanation of Benefits) – documents that explain services provided, insurance coverage, and member costs. Despite their importance, EOBs are notoriously difficult to understand, leading to confused members, increased call center volume, and delayed payments. The challenge isn’t just readability – it’s trust.
Ten Years of Transformation: How Customer Communications Evolved—And Where We’re Headed
As Aspire CCS celebrates a decade of innovation, we reflect on how the CCM-CXM industry has transformed from one-directional batch communications to intelligent, omnichannel experiences. From data silos to AI-powered personalization, discover how customer communications evolved over the past ten years—and where we’re headed next.
Read MoreModernizing Communications in American Healthcare
The US healthcare communications market represents a $3.5 billion opportunity as organizations shift from efficiency-driven approaches to engagement-focused strategies. With one in five consumers switching providers due to poor communications, healthcare payers and providers must modernize while balancing regulatory compliance, legacy systems, and value-based care requirements. This Market Trend Report examines the transformation underway and provides practical guidance for successful modernization.
Read MoreFrom Strategy to Reality: Delivering Trust – First Communications
Organizations worldwide are discovering that trust-first communications strategies deliver measurable competitive advantages, with businesses implementing transparent data sharing and cohesive conversation frameworks achieving 41% faster revenue growth while building stronger regulatory resilience and customer loyalty in an increasingly complex compliance landscape.
Read MoreOpenText Leadership Change: What It Means for CCM and its Digital Experience business unit
Aspire CCS CEO and Founder, Kaspar Roos takes a look at how the enterprise software landscape has been shaken with the news of OpenText CEO’s immediate departure after 13 years at the helm.
Read MoreCinven Acquires Majority Stake in Smart Communications, Reportedly Valuing the Company at $1.8Bn
Smart Communications’ acquisition of Joisto strengthens its cloud-first portfolio with modern archiving capabilities, expanding its presence in the Nordics and positioning it as a more comprehensive CCM-IXM platform provider.
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