November 27, 2025
While we’re all busy preparing for the upcoming “State of the CCM-CXM Industry” webinar, here is a quick summary of some of the key updates and moves from the market, in the previous quarter:
Broadridge, the North American Capital Markets technology giant that processes over 7 billion communications annually, has acquired UK-based Signal to boost its European customer communications capabilities. This strategic combination pairs Broadridge’s massive scale and regulatory expertise with Signal’s digital-first customer experience platform, positioning the merged entity to help European financial institutions navigate complex regulations like Consumer Duty while modernizing their customer communications across both retail banks and capital markets segments.
DataOceans, known for its strong focus on the consumer lending market, is seeing increased success in other industries as well, most notably financial services and health insurance. To that point, it has been named the overall winner of the 2025 UnitedHealthcare + Optum Global Innovation Challenge, selected from a group of 11 finalists among 50 participating vendors for its Master Member Number (MMN) framework that unifies fragmented member data across medical, dental, vision, and other product lines.
Doxee has doubled its development teams, seen good success in its wider European expansion, most notably Germany, and expanded strategic partnerships including new SAP certifications. The company has also implemented automated template migration tools and built-in accessibility compliance features. Additionally, Workplace 2.0 has been introduced with low-code/no-code style business case management capabilities, and the platform now features a simplified pricing model.
eGlue is undergoing a significant strategic transformation, pivoting from traditional CCM-CXM services to become a digital-first consultancy business. The company has restructured into two main business lines: managed services for CCM/CXM and a rapidly expanding consulting division. With the creation of a new Technology & Innovation unit and the launch of specialized practices in cybersecurity, AI, and data management, eGlue is positioning itself at the forefront of digital communication transformation. It won a large Italian telco contract for digital services, has expanded into the US and German markets through its DNOW! consultancy partnership, and is focusing on building innovative AI-powered solutions like predictive billing tools. The company has also strengthened its compliance focus with multiple new certifications (ISO 37001, 27017, 27018, 22301) and has been approved to supply cloud services to Italian government and public sector agencies (AgID Cloud status).
Formpipe has undergone a strategic restructuring, divesting its public sector division to STG Partners-backed Sikri AS while remaining a publicly traded company that will now focus exclusively on its core document generation and archive capabilities. The divested Formpipe Public division, which provides case and document management, e-services, digital signing, and collaboration tools specifically for government organizations, will continue serving public sector clients under new ownership. This strategic divestiture allows Formpipe to concentrate its resources and development efforts on its Lasernet platform and document generation technologies, which serve retail banking, warehousing, manufacturing, and wealth management sectors, and seamless integration with ERP systems like Microsoft Dynamics.
kwsoft is a German-headquartered vendor that is showing strong momentum in the CCM market, seeing particular strong success in legacy system replacements. The company has strategically expanded their international presence in Switzerland and Poland, and secured notable new banking clients across multiple European countries, expanding their footprint beyond their traditional DACH stronghold. From the technical side, they have modernized their Serie M/ platform with a container-native framework that improves cloud deployment performance and scalability and have developed a semi-automated migration tool. The company has strengthened its partner ecosystem through formalized relationships with major system integrators, enhanced its compliance credentials to meet evolving regulatory requirements, and begun integrating AI capabilities into its platform.
OpenText has introduced Core Communications as a multi-tenant CCM SaaS offering on OpenText Cloud infrastructure, maintaining the existing codebase of OpenText Communications (formerly Exstream Cloud Native). The platform offers wizard-based design, faster deployment, web-based batch processing UI, and a connector framework, with template libraries in development. Currently in soft launch, the solution offers an evolved pricing model aligned to transaction-based usage. Additional capabilities include Aviator Studio for AI use cases and Core Experience Engagements for omnichannel orchestration, which is slated for release later in 2026.
Precisely is advancing its CCM platform through three key initiatives: cloud deployment of EngageOne with native containerized deployment on AWS, migration to the RapidCX SaaS platform through template migration, self-service, APIs, and AI, and the introduction of EngageOne AI Agents. The company has announced a number of AI agents focusing on areas like Intelligent Search, Readability, Contextual Rewrite and several more, designed to streamline communication workflows, ensure compliance, and optimize content delivery. EngageOne Communicate, their unified SaaS platform offering PDF composition, email, personalized video, and chat capabilities, will be incorporated into RapidCX, which will be available both as a fully managed service—where Precisely handles communications design and management—and as a self-service software platform hosted and maintained by Precisely for customers who prefer to manage their own communications creation and management.
Quadient has expanded its Inspire CCM platform with real-time sentiment analysis, automated language translation, and PII detection. They also expanded cloud deployment options through their AnyPrem framework, and automated PDF accessibility tools for regulatory compliance. Additionally, Quadient has focused heavily on building out its migration capabilities – its stack introduces new migration accelerators that support customers moving from other platforms, and APIs that convert formatted output from legacy systems directly into template blocks, variables and database structures. They continue to invest heavily in their Evolve capabilities and will introduce new innovations on a bi-monthly cadence through Evolve first, before incorporating them into the Flex any-prem version.
Smart Communications experienced a transformative 2025 through strategic acquisitions and an ownership transition. The company acquired Joisto’s SaaS cloud storage solution (rebranded as SmartHUB) and Pendula (creator of SmartPATH for digital delivery and omnichannel orchestration), while international PE firm Cinven agreed to acquire a majority stake (closed in Q4 2025) with Accel-KKR retaining minority ownership. The company is heavily investing in AI capabilities, including SmartIQ Agent for AI-powered data collection across channels, GenAI-assisted content creation with audit trails and content provenance, and embedded knowledge management. With investments in SmartPATH (conversation orchestration) and SmartHUB (cloud-based digital archiving), Smart Communications is shifting toward a platform approach. This is a strategic move in which all products—including SmartIQ (enterprise forms automation) and SmartCOMM (customer communications)—now share common authentication, marketplace access, and data security event integration.
Topdown is gaining strong momentum in 2025. The company has secured a major US regional managed care provider as a client and is developing innovative AI use cases through a partnership with AWS. On the product side, Topdown expanded its INTOUCH platform with a new “template set” capability, which allows users to combine multiple templates into a superset. This makes it easier to manage large numbers of templates dynamically based on business logic.
Finally, Ricoh has expanded its Enterprise Communication Processing (ECP) platform with new capabilities that strengthen enterprise communication workflows and optimize information exchange across the document lifecycle. The platform now includes enhanced capabilities across four key areas: Automated Document Factory (incorporating RICOH ProcessDirector, InfoPrint Manager, Transforms Suite, Predictive Insights and CMS Platform), Pre-press Automation, Accessibility and Address Hygiene. RICOH ProcessDirector has been expanded with several new features, including adding custom job properties, PostgreSQL database support, and workflow builder improvements. RICOH InfoPrint Manager has strengthened its integration with SAP S/4HANA, invested in new security capabilities, among several other developments, improving communication between enterprise systems and print infrastructure to help organizations better centralize and optimize print operations. Ricoh is developing an AI strategy focused on helping print operations gain deeper insights and run their facilities more efficiently.
We are aiming to publish un update of the last quarter of the year, soon after we all return from the end-of-year festivities.
From all of us at Aspire, we thank you for your support and we wish you a great holiday and a happy new year!