Marissa R. Feigen | Portfolio

Global B2B content strategist with 10+ years shaping the narratives of market-leading Customer Experience Management (CXM) and Customer Communications Management (CCM) platforms across regulated industries. As a recognized CXM thought leader, I turn emerging trends, market analysis, and executive insights into defining points of view grounded in data and real-world experience. Translating market shifts and technology innovation into compelling perspectives that guide enterprise strategy, I engage C-suite audiences with high-authority content that strengthens brand value.

Bringing Compliance & CX into Unity with AI-driven CCM | Blog

Businesses once viewed customer communications as operational output driven primarily by transactional processes and regulatory mandates. Reducing costs and compliance risks were the key objectives of businesses' customer communications strategy. Today, the Customer Communications Management (CCM) software market landscape is undergoing significant change. The number one goal of businesses' customer communication strategy is now improving customer satisfaction, overtaking cost reduction. Custome...

AI Maturity Matrix™ for CCM | Custom White Paper | Thought Leadership

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...

Quadient Leads in Worldwide CCM Software Market Share | Blog

The 2024 edition of the IDC Worldwide Customer Communications Management (CCM) Software Market Shares report has been released, highlighting vendors that have grown their market share because of their commitment to “Elevating Efficiency and Dynamic Experiences with AI.” Quadient is proud to announce that we captured the number one market share spot, outperforming the competition as the only vendor with double-digit market share. This demonstrates that we now own the largest percentage of global...

The Next Big Customer Experience Technology Trend | Blog

From filling out new patient forms for a healthcare provider to completing a form to apply for a new credit card or change your 401k beneficiaries, forms have long served as the main method of collecting customer data that is required to drive key business processes.Over the past several years, forms have been undergoing digital transformation to deliver greater convenience to customers and efficiency to back-office teams. Digitization is a critical stage in forms transformation, but customers a...

Why 2024-2025 is Pivotal to the CCM-to-CXM Evolution | Blog

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...

The Business Case for CCM Consolidation | Blog

Quadient Connects, a virtual conference hosted by Quadient, brought customers, partners, and solution leaders together from all lines of business to unite under a common cause: to explore how to be "be more" by embracing the limitless possibilities of digital transformation. Andrew Stevens, Product Marketing Manager for Quadient's Intelligent Communications Automation (ICA) line of business, presented a captivating session as part of the Customer Communications track titled, "Less cost—more effi...

Gated Infographic | Sponsored Content Program

Shopper-centric retailing is more critical than ever, as consumer demand for hyper-relevant engagement increases, and as retailers' need for differentiated experiences intensifies. These expectations are placing increased pressure on shopper marketers to deliver more localized retail programs, but with hundreds of tactics, programs and customers to manage, at-scale localization can be a challenge.

Achieving Commercial Growth with Customization

From the explosive growth of big data to the proliferation of channels, the path to purchase is being overturned. Consumers now have the power to cherry-pick their brand experiences and expect personalization and engagement in context. Retailers recognize that they must rise to these demands in order to remain relevant, but doing so requires an evolved approach to retailing. Enter: the shopper-centric retailing evolution.
shopper marketing optimization

SHOPT Sell Sheet

While trade promotion, retail execution and other essential CPG activities leverage new technologies to automate processes and unify insights, shopper marketing fails to modernize. With lack of modernization impacting performance, shopper marketing optimization is critical to driving revenue growth and retail partnership. As the industry’s exclusive Shopper Marketing Optimization software provider, Cierant offers a suite of cloud-based software solutions specifically designed to address the unique challenges of shopper marketing management. From budgeting to creative localization and performance analysis—our solutions touch all aspects of the planning to execution lifecycle.
ActionPack, in pack engagement, personalized packaging insert marketing

ActionPack | Overview

Online retailers do everything in their power to get their visitors to click the buy button, but after the click, the attention to customer experience falls flat. Customers receive their purchase in a brown shipping box with a static black-and-white packing slip. Recognizing that unboxing is a critical touch point within the online purchase journey, Cierant developed ActionPack—actionable packing inserts that individually engage customers in-the-pack.

Unboxing 2.0: Extending Personalization to the Pack | Blog

Unboxing is the most anticipated and emotional moment of the e-commerce journey—a moment where the smallest detail can make or break customer loyalty. Simple gestures like the inclusion of a thank you note or product samples can go a long way in fostering goodwill with customers, but are no longer enough to capture loyalty. In the pandemic world of record online shopping growth, securing e-shopper loyalty means delivering personalized content that delights and surprises at every touch point. Ent...

Payers Tackle Social Determinants of Health Head-On | Blog

A recent survey from Change Healthcare found that 80% of payers are currently incorporating interventions around the social determinants of health into their population health management initiatives. In fact, in March of 2018, a group of commercial payers and other healthcare organizations formed a coalition called Aligning for Health (AFH) to explore how addressing the social determinants of health can lower care costs and improve outcomes. Participating payers include the BlueCross BlueShield...
Value-driven healthcare communications, white paper, three steps to evolve

Evolving Member Communications to a Value-Driven Market

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.

Evolving AEP Marketing to the Modern Age-In

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.