Quadient Named Leader in Omdia CCM Report, Earns ‘Best-in-Class’ Recognition for AI Communications

Quadient has been recognized as a Leader in the “Omdia Universe: Customer Communications Management (CCM), 2026” report, underscoring its growing position in the evolving enterprise communications landscape.

The company’s flagship platform, Quadient Inspire, received “Best in Class” honors for both technology and solution breadth, achieving the highest technology score among all vendors evaluated in the report by Omdia.

Omdia highlighted Quadient Inspire’s capabilities across key areas including content creation, batch and ad hoc communications, and its flexible deployment options spanning on-premises and SaaS environments. The platform’s integrated customer journey mapping functionality—an industry first for CCM solutions—was also cited as a key differentiator.

A central focus of the evaluation was Quadient’s use of generative AI. The report noted that the platform offers a governed, human-in-the-loop approach to AI-assisted communications, enabling organizations to create, refine, analyze, translate, and optimize content while maintaining oversight through structured approval workflows.

In addition, Quadient’s customer engagement features, such as A/B testing and advanced personalization, were recognized for enhancing communication effectiveness across channels. The platform’s unified architecture supports consistent omnichannel delivery through shared codebases and coordinated feature releases, improving interoperability and user experience.

According to Omdia, the CCM market is undergoing a transformation, moving beyond traditional use cases like billing and statements toward more dynamic capabilities such as AI-driven content creation, omnichannel engagement, and integration with digital experience platforms. Quadient Inspire is positioned to address these trends through role-based authoring, reusable content libraries, and workflow automation.

Maxine Holt, Vice President of Enterprise and Channel Research at Omdia, noted that organizations seeking flexible deployment and integrated journey mapping should consider Quadient among their top options, emphasizing the platform’s ability to bridge gaps in the customer experience.

Quadient executives said the recognition validates the company’s strategy of embedding human-centered AI into enterprise communications. By combining data, content, and workflow orchestration, the platform aims to help organizations deliver more personalized, compliant, and timely interactions at scale—particularly in regulated industries where oversight and consistency are critical.

The acknowledgment reflects Quadient’s continued focus on innovation in AI-powered communications, as enterprises increasingly prioritize intelligent, end-to-end customer engagement solutions.