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Customer Communications Experience (CCX)
Reach every customer through the channel they prefer, whether email, SMS, WhatsApp, portal, app or print, with one consistent message from one governed source.
Customers move between email, portals, apps, messaging and paper, and expect the conversation to continue where they left it. Many organisations still produce each channel separately, with different templates and inconsistent messages.
Every channel built in isolation adds cost, risk and compliance gaps. Preferences change, and regulations such as the European Accessibility Act require accessible communication in every channel.
In the Canon Information Orchestration Framework, this solution draws on two practices.
One template per message, delivered to letter, email, SMS, WhatsApp, web or app, with a preview per channel and the customer’s preference applied automatically.
Channel selection, fallback and delivery confirmation orchestrated across systems, so a message that is not received in one channel is resent in another.
Quadient Inspire Suite or Compart DocBridge Suite for omnichannel composition and delivery, SmartCOMM for interactive two-way conversations, and Quadient Inspire Digital Vault to archive what was sent in every channel.
We usually start with one high-volume communication, such as statements or policy documents, and add digital channels next to print based on customer preferences.
Delivery is tracked per channel, with fallback to another channel when a message is not received, and every version is archived as proof.
Which platform we propose depends on your process and systems. These are the ones we deploy most often here, delivered by Canon IMS under one contract.
Customer communication is a core practice of Canon IMS, Quadient Partner of the Year 2023, 2024 and 2025.
Print and post, email, SMS, messaging such as WhatsApp, web portals and mobile apps, chosen per customer and per message.
No. Platforms such as Quadient Inspire and Compart DocBridge create a message once and render it for every channel, with a preview per channel.
Every version in every channel can be archived with its metadata in Quadient Inspire Digital Vault and retrieved in seconds.
Tell us which process feels the most exposed right now. We will tell you where the pressure actually reaches, and where it does not.
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