2022 Customer Communications Management (CCM) Industry Trends Survey Results

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Macrosoft is a leader in providing professional technical services for client’s Customer Communication Management (CCM) needs using the Quadient Inspire Platform. We work in 3 major areas: Design and Development of new Inspire applications; Migration of assets and workflows from other CCM platforms to Quadient; and technical support of existing Quadient applications.

As a result of this expertise, Macrosoft conducted a CCM Industry Trends survey during the first two weeks of March 2022. A total of 253 individuals from more than 88 identified companies participated in the survey. There was a total of 11 questions.

Based on the broad participation, and low drop our rate, it is believed that the results are highly accurate and represent a significant portion of the industry.

Survey results show an industry in flux, with sharp opinion differences concerning the role of CCM applications in the present technology world.

Select Survey Findings

  • More companies are transitioning from having separate CCM platforms to a single cross-channel, integrated CCM platform.
  • Organizations are trying to avoid a one-size-fits-all batch approach when communicating with their customers. Trends are to communicate on the channel desired by a customer, at the time and in the format desired by the customer.
  • For many companies, the major impediment of migration to a single CCM platform is legacy systems are too tightly integrated with other applications.

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Macrosoft is available to provide an industry expert who can present these results as requested to industry user groups.

Direct Questions about this survey and request for speaking engagements to

John Kullmann
Chief Operating Officer
Macrosoft, Inc