Marissa R. Feigen | Portfolio

Over the years, leading global advisory and research firm, QKS Group, has tracked the Customer Communications Management (CCM) industry’s transformation into Customer Experience Management (CXM), as organisations recognise that in a digital-first world, communications are often a consumer’s primary interaction with a brand. With every communication influencing brand perception and loyalty, CCM has become the foundation of customer experience transformation.  2026 marks the next major leap in thi...

Customer Communications Management (CCM) is shifting from the generation of compliant output to the orchestration of intelligent communication experiences, with Quadient leading the way! Named the Most Valuable Pioneer on QKS Group’s 2025 AI Maturity Matrix™ for CCM, Quadient is turning a differentiated AI strategy into lasting market impact. Designed to cut through the hype and provide a clear framework for assessing vendors’ AI maturity, the report evaluates AI Vision & Roadmap, as well as AI...

AI is emerging as a powerful experience orchestrator in customer communications. It turns isolated messages into journey-aware interactions that are measurable, explainable, and outcome-focused. As a persistent communication layer, AI accelerates personalized content creation, improves quality and compliance, and selects the best channel and moment by connecting to events and data. This white paper examines how the shift to AI-orchestrated experiences is unfolding inside modern Customer Communication Management (CCM) platforms, where AI-assisted authoring, content intelligence, and event-aware delivery turn static documents into timely interactions that help a customer complete the next step. Our research also surfaces the systemic hurdles that slow transformation, including template sprawl, fragmented data, limited real-time decisioning, and the need for transparent governance in regulated environments. We examine how leading platforms address these issues with open APIs, native journey mapping and analytics, strong compliance controls, and deployment choices that preserve security and data residency while accelerating change.

As customer communication strategies shift their focus from cost reduction to customer experience enhancement, more businesses are actively seeking Customer Communication Management (CCM) solutions with advanced AI capabilities. In fact, QKS Group anticipates that roughly half of new customer communication processes designed in 2026 will include some form of AI-driven content generation or decision support.As businesses research solutions, they must contend with the fact that gaining access to r...

Discover how Quadient Inspire Evolve integrates seamlessly with your existing MS Azure AI services and enables administrators to configure and launch custom quick prompts governed by their defined guardrails and controls.

Discover how AI can transform your customer communications in just minutes in this short video. Watch to see how an insurance claims handler can use Inspire Evolve’s AI Assistant to analyze and adjust content, shifting it from negative to positive in real-time.

Inspire Evolve’s AI services make it easy to quickly and accurately translate your customer communications into over 100 languages. Watch this short video to see how you can automatically generate new language versions of your content while maintaining accuracy.

Quadient was delighted to have Kaspar Roos, Founder & CEO of Aspire CCS, present as a keynote speaker for the Customer Communications track of Quadient Connects. A virtual conference held on May 15th, the event gathered customers, business leaders, and solution experts from all five of Quadient's key business areas—united under a common purpose of exploring how to "be more" by embracing the possibilities of digital transformation.In the world of Customer Communications Management (CCM), being mo...

While providers have incorporated AI in their CCM solutions for years, the emergence of generative AI in customer communications and digital experiences holds enormous potential for both back-office and customer-facing initiatives. Organizations can now create dynamic content that adapts to each customer's demographic profile, preferences, and interaction history. By leveraging AI-driven insights, businesses can deliver hyper-relevant content to drive ongoing conversions while building loyalty. Gen AI can also rewrite existing content to improve comprehension while maintaining brand consistency, and enables new use cases from multi-channel content creation to intelligent approvals, template migration, and fraud detection.

This guide provides actionable strategies to help line of business (LOB), CX, and marketing leaders accelerate digital transformation through SaaS-based customer communications.
Unlike traditional CCM deployments that rely heavily on IT, SaaS CCM empowers non-technical business users to design and deliver omnichannel communications using no-code tools and
AI-powered workflows. By shifting to a cloud-native model, organizations can enable remote collaboration and orchestrate real-time, personalized engagement across channels. The result: faster, more agile digital experiences that are not only more efficient, but more authentic and relevant because they’re shaped by the teams closest to your customers.

The adoption of SaaS Customer Communications Management (CCM) platforms is accelerating as businesses seek to modernize their communication strategies. By leveraging cloud based solutions, organizations can optimize efficiency, accelerate digital transformation, and enable an agile CX approach.

Customer Communications Management (CCM) is no longer a tool for efficient document generation — it’s now a core enterprise system that drives customer experience (CX), loyalty, and digital transformation. Yet, many organizations continue to rely on outdated, legacy CCM systems that limit scalability, strain IT resources, and fail to meet modern CX expectations. While migrating to a modern system after years of dependency on a legacy platform can seem daunting, with fears of business disruption and time-consuming template rebuilds, the process can be fast and streamlined if guided by the right approach and tools. In our latest guide, we walk you through five ways to avoid common pitfalls and excel at every stage of modernization, from initial systems analysis to leadership buy-in, vendor selection, and post-migration optimization.

This issue looks at how three payers are innovating their benefit packages to drive growth, 10 ways you can retain and attract during OEP 2019, and the top supplemental benefits being introduced to MA members this year.

This issue looks at how the 2019 CMS Model Marketing Materials brought clarity to the new EOC e-delivery opportunity, how MAOs can create competitive advantage with targeted benefits, and addressing America’s long-term care crisis.

This issue looks at how new MA benefits flexibility is creating opportunities for payers to address the social determinants of health, three member mobile app essentials, and driving population health through community intervention programs.

This issue looks at the campaign tactics employed by the Medicare Advantage (MA) enrollment winners of 2018, key changes of the CMS Final Rule and Final Call Letter, and the growth of group MA plans.

This issue looks at how the CMS 2019 Draft Call Letter imposes sweeping changes to how provider directory errors are dealt with, how an unexpected alliance could change the healthcare game, and what online directories mean to younger consumers.

This issue explores seven insights Medicare marketers can apply today to optimize acquisition in AEP 2019, how UnitedHealthcare is digitally transforming the healthcare customer experience, and key payoffs insurers are experiencing from their digitization initiatives.

This issue explores how retailers and brands are maximizing the potential of retail media to drive mutual growth, the evolution of the unboxing experience, and the shift towards performance-based shopper marketing budgeting.

This issue explores the insights we gathered from the 2018 Path to Purchase Expo, including strategies for building a shopper marketing function that delivers tangible results and how to crack the code with millennials.

This issue offers a playbook to establishing an effective shopper marketing department, three enduring Back-to-School (BTS) trends, and the impact of economic optimism.

This issue explores how Kroger is boldly embracing CPG data exchange, five tools that eliminate the barriers to shopper marketing innovation, and how retailers are sharpening their customer-centric analytics.

This issue looks at how Nestlé has evolved into a personalization pro, three brands pushing the bounds of creativity with AR, and retailers failing to seize new revenue potential.

This issue looks at how P&G is igniting a reinvention of the agency model, how CGs are prioritizing and driving their analytics initiatives, and why customer-centric analytics need to be brought into focus.

This issue explores how revenue management is emerging as a top CPG market disruption strategy, how Amazon is establishing in-store as an essential player in the omnichannel mix, and commercial management strategies of winners.

This issue looks at how Kroger executed multiple plays to help fans conquer the game day get-together, how consumer goods marketing budgets are being reshaped for growth, and the marketing elements shoppers rank as most effective in driving path to purchase.

This issue explores how retailers achieved holiday sales success by leveraging program exclusivity, the leaps Kroger is taking to create the grocery experience of the future, and how shopper marketers are restructuring their budgets for performance.

This exclusive research study conducted by CGT and Cierant Corp. examines the critical need for, and the key benefits of, shopper marketing optimization.

While some perceive zero-based budgeting as a passing trend, for the CPGs who have implemented it, it is a long-term strategy for operational innovation and cost reduction that their marketplace survival depends on. CPGs experiencing the success of ZBB are leveraging advances in digital technologies to accelerate the zero-based process, automate the analysis, and give them the granular cost transparency they need to cut the fat and reinvest in meaningful growth.

Moments of truth are make-or-break instances along a customer’s journey that present a decision point. If executed well, the customer continues on their journey doing business with the brand; if executed poorly, it’s likely the customer will stop doing business with the brand. Each moment of truth is an opportunity for the brand to differentiate. Research done by Richard Normann, who developed the concept of “moments of truth,” uncovered that it takes 12 positive moments of truth to counter one failed moment. Given that, it’s imperative to remove friction from the experience and ensure each moment of truth is executed with a positive outcome.

Over 14.5 million consumers selected or were automatically re-enrolled in health insurance coverage through HealthCare.gov and State-based Marketplaces during the 2022 OEP, a 21% increase compared to the 2021 OEP. Nationwide, the number of new consumers who signed up for Marketplace coverage during the 2022 OEP increased by 20%, reaching over 3 million for the first time since 2018.

Open enrollment period for Medicare Advantage and Medicare Part D occurs annually from October 15 to December 7. During this time, Medicare beneficiaries can add, change, or drop Medicare health plans and/or prescription drug coverage for the following year. In the months leading up to this period, Medicare Advantage plans must deliver marketing communications that build brand reputation and product differentiation among age-in prospects in order to drive new member acquisition.

Healthcare communications managers may have once measured their performance by their ability to get member communications out quickly, compliantly and affordably, but these performance benchmarks are no longer proving adequate. The Individual market created a retail like healthcare experience where payers have to vie for consumer attention and loyalty by demonstrating differentiated value. This is compounded by liquid consumer expectations, where consumers are taking best-in-class customer experiences and comparing them to all other brand interactions, regardless of industry or product category.

Consumers have long accepted infrequent, transaction-orientated utility supplier engagement, but as energy costs rise and the impacts of global warming increase interest in green energy, consumers desire a deeper relationship with their suppliers. They want personalized, omnichannel engagement that goes beyond the bill and provides them with transparency and control over their consumption. The suppliers that can rise to the occasion and deliver the dynamic engagement that customers desire will b...

Consumers have long accepted infrequent, transaction-orientated utility supplier engagement, but as energy costs rise and the impacts of global warming increase interest in green energy, consumers desire a deeper relationship with their suppliers. They want personalized, omnichannel engagement that goes beyond the bill and provides them with transparency and control over their consumption. The suppliers that can rise to the occasion and deliver the dynamic engagement that customers desire will b...

According to the Gartner® report, “2024 Power & Utilities: Delivering Event-Driven Insight to Customers,” to meet customers' heightened expectations, suppliers must modernize and elevate their customer engagement approach. Key to this elevated approach is the delivery of multi-channel experiences that leverage real-time event insights. “Changing customer expectations requires utilities to deliver event-driven customer insight to boost customer experience,” the report states.