Posts by lisac
UK Banking in the Age of Digital Disruption
The UK banking sector is being reshaped by a fundamental disconnect: while banks invest heavily in technology platforms and digital capabilities, operational maturity is not translating into proportional customer experience improvement – and the governance complexity preventing this translation is driving customers toward digital challengers who deliver superior communications quality. With analysis revealing that communication quality and relevance – not digital functionality or legacy infrastructure – now determine competitive outcomes, traditional banks must address organizational structure and governance before AI amplifies existing weaknesses at scale. This Market Trend Report examines how operational capability, customer experience, and governance interact across UK banking segments and provides actionable frameworks for converting existing investments into measurable CX improvement, managing legacy modernization risk, and building the organizational foundations AI requires to deliver value.
Read MoreMessagepoint Acquires Sefas: Expanding End-to-End CCM Capabilities and Strengthening Its European Presence
Messagepoint has acquired French-based Sefas, a move that adds enterprise composition, print automation, and downstream document processing to its AI-driven content management platform. The deal roughly doubles Messagepoint’s customer base, boosts revenue by a third, and establishes a stronger foothold in France and the UK – marking a significant step in Messagepoint’s evolution into a full end-to-end Customer Communications Management vendor.
Read MoreWebinar: AI & CXM: Is your organisation future-proof?
Join APS Group and Aspire CCS on May 07 for a webinar which will explore how organisations can elevate their customer journey confidently and compliantly.
Read MoreThe Communication Clarity Crisis: Why Consumers Can’t Understand Your Messages
Most organizations believe their customer communications are improving – and consumers agree. Yet nearly the same number still struggle to understand those communications. This disconnect isn’t cosmetic; it’s driving real customer churn, especially among younger consumers, and undermining trust faster than price or product issues ever could.
Read MoreAspire Leaderboard: Latest CCM – CXM Market Update
2025 marked a pivotal year for customer communications management, driven by AI innovation, cloud transformation, and strategic consolidation. Leading providers enhanced their platforms with AI-powered automation – from Compart’s natural language template generation to CSG’s Agent Builder creating digital workers with 99.4% uptime. The market saw significant expansion, including ENIT’s landmark Nordic insurance deal and Quadient’s acquisition of CDP Communications for accessibility compliance. OpenText unveiled its cloud-native Core Communications platform, while Precisely introduced AI agents for content creation with built-in governance controls. As we enter 2026, the industry is poised for deeper integration of agentic AI, SaaS-first architectures, and enhanced AI governance frameworks.
Read MoreConsumer Trends in Customer Communications: Global Consumer Research
The global customer communications landscape is being reshaped by a fundamental disconnect: while organizations invest heavily in digital transformation and advanced personalization, a significant percentage of consumers report they cannot understand the basic messages they receive – and many are switching providers because of it. With research across 3,723 consumers revealing dramatic variations in channel preferences, digital adoption readiness, and AI comfort levels across generations and geographies, enterprises must align their communications strategies with actual consumer behavior rather than assumptions. This Market Trend Report examines what consumers truly want from customer communications and provides actionable frameworks for reducing churn, accelerating digital adoption, and deploying AI in ways customers will actually accept.
Read MoreThe 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.
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