Key Industry Trends

keytrends1

The three biggest trends in CCM: the shift to cloud, business user self-service, and a focus on customer experience

keytrends2

Customer Communications Management (CCM) has effectively become part of Customer Experience Management (CXM) - the practice of managing all interactions that a business conducts with its customers with the express goal of improving the perception that customers have about that business.

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The evolving sentiments and changing business realities brought on by the pandemic & social distancing have resulted in an unprecedented acceleration in the digitization of customer communications

according to a bi study a whopping 97percent of millennials

Traditional CCM capabilities are morphing, blending customer engagement data, and realizing that protecting its integrity, accessibility and utility is vital to the customer relationship

key trends5

Traditional DXPs are lacking most of the CCM functionalities. A key feature of CCM is the creation and distribution of billing statements and other documents through analog channels

Our Customer Communications Offerings

Marketing automation

Deploy Marketing Automation for optimizing business processes

Espire helps brands leverage marketing automation and machine learning tools for analytics and contextualization, campaign, EXM and personalisation. Our marketing automation solutions help brands optimize time-consuming manual tasks, improve marketing efficiencies and lead generation as well as enhance business processes and staff productivity

ccm optimization

Delivering omni-channel personalized customer communications

Espire helps businesses build lasting customer relationships by delivering personalized customer communications across multiple touchpoints. By delivering contextual communications at the right time, brands can improve customer engagements and experience

Selfservice dashboards

Self-service dashboards to improve customer experience

Espire helps brands design self-service customer portals and apps to improve customer experience, enabling customers to enjoy uninterrupted services remotely with a tap of a button. By including FAQs, instructional videos, articles etc on self-service portals brands can provide key insights to help customers troubleshoot simple issues like password reset, logging a service request etc

crossplatform

Cross-platform Integration to mitigate business challenges

Espire successfully carries out successful integration of data across devices, application and processes, enabling efficient management and access to critical business assets. We help brands with enterprise content management, data migration, setting up of dashboards, integration of back-end systems etc to drive connected experiences

Data analytics

Design business strategies by leveraging advanced data analytics

Espire empowers brands to develop key business strategies by leveraging advanced data analytics. Data analytics not only improves customer relationship management but also helps brand marketers design customized plans as per customer preferences and market specifications to drive greater engagements

Managed services

Managed Services for timely incident management & support

Espire extends end-to-end managed services for efficient incident management, service management and change management. Our timely issue resolutions help businesses streamline their processes, improve employee productivity and drive operational efficiency

Marketing automation

Deploy Marketing Automation for optimizing business processes

Espire helps brands leverage marketing automation and machine learning tools for analytics and contextualization, campaign, EXM and personalisation. Our marketing automation solutions help brands optimize time-consuming manual tasks, improve marketing efficiencies and lead generation as well as enhance business processes and staff productivity

ccm optimization

Delivering omni-channel personalized customer communications

Espire helps businesses build lasting customer relationships by delivering personalized customer communications across multiple touchpoints. By delivering contextual communications at the right time, brands can improve customer engagements and experience

Selfservice dashboards

Self-service dashboards to improve customer experience

Espire helps brands design self-service customer portals and apps to improve customer experience, enabling customers to enjoy uninterrupted services remotely with a tap of a button. By including FAQs, instructional videos, articles etc on self-service portals brands can provide key insights to help customers troubleshoot simple issues like password reset, logging a service request etc

crossplatform

Cross-platform Integration to mitigate business challenges

Espire successfully carries out successful integration of data across devices, application and processes, enabling efficient management and access to critical business assets. We help brands with enterprise content management, data migration, setting up of dashboards, integration of back-end systems etc to drive connected experiences

Data analytics

Design business strategies by leveraging advanced data analytics

Espire empowers brands to develop key business strategies by leveraging advanced data analytics. Data analytics not only improves customer relationship management but also helps brand marketers design customized plans as per customer preferences and market specifications to drive greater engagements

Managed services

Managed Services for timely incident management & support

Espire extends end-to-end managed services for efficient incident management, service management and change management. Our timely issue resolutions help businesses streamline their processes, improve employee productivity and drive operational efficiency

We are a Digital Transformation and Total Experience (TX) Solutions provider with a Cross-Enterprise approach to deliver future-ready services that are resilient to market disruptions.
With focus on TX, we are paving way for enterprises to deploy & deliver the best Customer Experience (CX), Employee Experience (EX), and Business Experience (BX) – with overarching service offerings around Multi-Experience (MX), and User Experience (UX).
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  • With over 2 decades of experience behind us, and global operations spread across 11 locations worldwide - our Agile Digital Transformation Services help brands to be resilient to market disruptions and focus on business outcomes and returns

  • We believe that true Digital Transformation can only be achieved with Total Experience (TX), and it is the sum of Multi-Experience (MX), User Experience (UX), Customer Experience (CX), and Employee Experience (EX)

  • To make this possible, we adopt a cross-enterprise approach, backed by robust operations systems - leading to meaningful customer engagements, retentions and increase in new customer acquisitions for businesses. Thereby, we are the preferred partner for our customers, and we aim to become a TX leader with end-to-end services of MX, UX, CX and EX

  • Our focus is to bring a positive impact to brand’s profitability and revenue streams, with emphasis on delivering engaging digital experiences, especially when the world traverses through a new normal

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  • With over 2 decades of experience behind us, and global operations spread across 11 locations worldwide - our Agile Digital Transformation Services help brands to be resilient to market disruptions and focus on business outcomes and returns

  • We believe that true Digital Transformation can only be achieved with Total Experience (TX), and it is the sum of Multi-Experience (MX), User Experience (UX), Customer Experience (CX), and Employee Experience (EX)

  • To make this possible, we adopt a cross-enterprise approach, backed by robust operations systems - leading to meaningful customer engagements, retentions and increase in new customer acquisitions for businesses. Thereby, we are the preferred partner for our customers, and we aim to become a TX leader with end-to-end services of MX, UX, CX and EX

  • Our focus is to bring a positive impact to brand’s profitability and revenue streams, with emphasis on delivering engaging digital experiences, especially when the world traverses through a new normal

Success Stories

Workflow Re-Engineering and Print Production Management Solution

The client is renowned for offering comprehensive suite of mail stream solutions ranging from creation to production and distribution. Client's existing solution provided barcoding, printing and dispatch options but the changing business requirements demanded an automated customised e-mail mechanism

Transformation of Mailstream System of a UK Based Organization using the EMTEX VIP/VDE Technology

The client is renowned for offering comprehensive suite of mail stream solutions ranging from creation to production and distribution thus helping their customers to smoothly manage their flow of mail, documents and packages

Technical Risk Assessment for Improving Data Protection

A leading Printers-Manufacturing and Solutions brand with a global presence across 120 countries and delivering innovative products and solutions to business customers

Streamlined print management & workflows to improve digital customer communications management for a leading postal services brand

Espire studied the customer's key business bottlenecks and deployed scalable Quadient-based solutions to fast-track business outcomes, Leveraged Inspire Designer to develop one-single platform for the CCM application & Replaced different composition tools with Inspire Designer and successfully carried out multiple migrations, which included Doc1 Series 4 and 5 applications, FormScape, Solimar applications to Quadient Inspire

Rapid Migration of Legacy Templates for largest bank in SEA to achieve faster business outcomes

The client is Singapore-headquartered leading multinational banking & financial services company. It is the largest bank in South East Asia, by assets. The client was leveraging legacy templates for communications & outreach activities and needed a transformation to match market demands, across key countries - Singapore, Hong Kong, Taiwan, and India

Provided end-to-end Incident Management & Monitoring for a leading Printers-Manufacturing and Solutions brand

The customer required a strategic partner to provide managed support services for efficient tracking and monitoring service requests and timely resolutions. Espire deployed a scalable ITSM solution-JIRA Service desk for efficient Incident Management, Problem Management & Change Management, all the SLAs were effectively implemented and improved

Optimized data storage & accessibility with API-based integration for a Global Supplier of Integrated Printing & Packaging Company

The need was to integrate multiple applications and optimize key business processes. Espire designed and implemented a solution architecture to build microservices based on API-led Integration layer for data flow among existing system and successfully conducted ESB Integration between different systems, business objects like orders, products, installed bases, pricing etc into different formats like XML, JSON, SQL based queries etc for fostering greater communication

Optimising Business Operations & Scalability for a leading European Insurance Holding Company

A leading insurance company in Europe with a strong presence in Belgium, Germany, Switzerland and other countries. The company focuses on Customer experience & driving personalized communication to optimize internal processes and stay ahead of the market challenges.

Maximizing Marketing Outcome for a Leading University with Salesforce Marketing Cloud

The client needed a comprehensive marketing platform that would allow to send personalised and to effectively communicate with Parents and send them information which is more relevant for them. Client wanted to automate most of the marketing activities which can assist marketing team to engage effectively and to enrich user experience for Parents as they will receive relevant information.

Industry Partners

Espire Industry Insights

global-locations

11

+

Global Locations

global-services

100

+

Global Customers Served

resources-certified

500

+

Resources Certified on multiple leading technologies

technology-partnerships

30

+

Technology Partnerships

years-of-experience

20

+

Years of Experience in Digital Transformation & Total Experience

Speak to Our Digital Transformation Specialists

Let's get you started on the digital-first & transformation journey. Reserve your free consultation or a demo today!