Transitioning from Message Delivery to Outcome Orchestration
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 organizations recognize 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 this evolution. With AI becoming increasingly embedded in the CCM technology landscape, it’s no longer about managing communications–it's about orchestrating experiences that turn isolated messages into intelligent, governed, journey-aware interactions that guide customers toward better outcomes. Enter the new era of Intelligent Communication Experiences.
Gain insight from QKS Group into how AI is transitioning CCM from message delivery to outcome orchestration, redefining how enterprises govern, personalize, and scale customer engagement.
Watch now to discover:
✓ AI’s role as an experience orchestrator in CCM, connecting data, content, and events to drive outcomes
✓ What an intelligent communications architecture looks like, from core capabilities to enterprise integration
✓ How to cut through the AI hype and assess vendors' real-world impact using the QKS AI Maturity Matrix™
✓ What’s next for intelligent communication experiences in 2026 and beyond, including the role of agentic AI
Featuring Guest Speakers:
Amandeep Singh Khanuja
Practice Director & Principal Analyst, QKS Group
Amandeep Singh Khanuja is a Practice Director & Principal Analyst at QKS Group with deep expertise in Customer Communications Management (CCM) and Customer Experience Management (CXM). He focuses on how organizations are leveraging data, digital transformation, and automation to improve the way they engage customers across channels.
Saurabh Raj
Principal Analyst, QKS Group
Saurabh Raj is a Principal Analyst at QKS Group, where he leads research and advisory on Customer Communications Management (CCM) and Customer Experience Management (CXM) with a strong focus on how AI-enabled solutions are shaping the future of enterprise communications.
Tami May
Director of CXM Product Marketing, Quadient
Tami May is Director of Customer Experience Management (CXM) Product Marketing at Quadient, bringing more than 20 years of product marketing experience across Fortune 500 companies and high-growth software firms. She leads the go-to-market strategy for Quadient’s Customer Communications Management and CXM solutions.
