Three Regional Sessions · Now On Demand
The New Rules of Customer Engagement
All three regional sessions have now taken place. Thank you to the 685 professionals who registered across North America, Europe & UK and Asia-Pacific. The full series, exclusive spotlight interviews and our regional research reports are now available on demand.
✓ Available On DemandAbout the Series
The rise of artificial intelligence and continuously evolving customer expectations are creating unprecedented disruption across the Customer Communications Management industry.
In September, Aspire CCS brought together senior leaders across North America, Europe and Asia-Pacific for our annual State of the Industry series: three regional sessions, each delivering the same essential briefing tailored to its market.
Informed by Aspire's proprietary research across hundreds of enterprises on three continents, each session paired independent findings with first-hand insight from the practitioners driving transformation in their region.
Missed a session, or want to compare perspectives across regions? Every recording, our exclusive spotlight interviews and the regional research reports are now available on demand, free of charge.
Now On Demand
Register once for access to all three regional sessions, the spotlight interviews and the regional reports. Watch in any order, at any time.
Each session in full, including Kaspar Roos's research keynote and a live panel discussion with regional practitioners and Aspire CCS analysts.
One-to-one conversations between Kaspar Roos and senior leaders from our sponsor organizations, going deeper on the themes shaping CCM-CXM in 2026.
The key findings and data behind the series, drawn from Aspire CCS's independent research across 300+ enterprises, with a dedicated report for North America, Europe & UK and Asia-Pacific.
Free. Takes less than a minute.
What We Covered
How the shift to agentic AI is powering new CCM-CXM use cases - and what it means in practice for technology architecture, governance frameworks, and operating models.
Over 80% of enterprises are now testing or deploying generative AI in communications. Where is AI delivering real value today - and where are organizations still falling short?
Younger consumers already prefer conversational, app-based engagement. Agentic AI is taking this further - enabling consumers to automate responses and manage interactions on their behalf.
The traditional choice between insourcing and outsourcing is becoming less relevant as businesses adopt hybrid models - keeping strategy and governance in-house while leveraging partners for execution. AI is accelerating this shift and raising compliance stakes simultaneously.
Technology is no longer the limiting factor. The organizations pulling ahead are those that have aligned strategy, governance, and operating models to support AI-powered communications at scale.
Regulatory pressure and rising consumer expectations are pushing accessibility up the agenda. We examined what best practice looks like and where organizations are still falling short.
As AI-powered communications handle increasingly sensitive customer data, security and compliance frameworks must evolve. We explored the key risks and how leading organizations are managing them.
What do customers actually think? We shared first-hand end-user perspectives on how AI-driven communications are landing - and what that means for organizations designing their CX strategy.
Each Session
Drawing on Aspire CCS's 2026 proprietary research, Kaspar mapped the forces reshaping the industry, including first-hand perspectives from enterprise practitioners in exclusive pre-recorded interview segments.
Practitioners from the organizations driving transformation, in conversation with Aspire CCS analysts. Each regional session featured its own panel: same themes, regional perspectives.
The Panelists
North America
EVP Product ManagementMessagepoint
Over 25 years of experience delivering business solutions for document processing, customer communications, and content management. Previously Worldwide Head of OpenText Exstream.
Read full bio →
North America
SVP of Vertical MarketingSmart Communications
Focuses on improving the communication experience for both recipients and the business, with broad experience helping organizations improve heavily regulated customer communications around the world.
Read full bio →
North America
SVP for Product, Digital BusinessQuadient
Leads Product Management and Marketing, R&D, Support, and Global Alliances for Quadient's Digital business, with more than 20 years in B2B technology including Rocket Software, Carbonite, BMC Software, and IBM.
Read full bio →
Europe & UK
EVP Product ManagementMessagepoint
Over 25 years of experience delivering business solutions for document processing, customer communications, and content management. Previously Worldwide Head of OpenText Exstream.
Read full bio →
Europe & UK
VP of Product MarketingSmart Communications
Leads go-to-market strategy for SmartCOMM, Smart Communications' flagship customer communications management solution. Over 18 years of industry experience including SalesLoft, IBM, and Silverpop.
Read full bio →
Europe & UK
SVP for Product, Digital BusinessQuadient
Leads Product Management and Marketing, R&D, Support, and Global Alliances for Quadient's Digital business, with more than 20 years in B2B technology including Rocket Software, Carbonite, BMC Software, and IBM.
Read full bio →
Asia-Pacific
General Manager, APACSmart Communications
Specialises in AI, cloud transformation, and enterprise-scale CX platforms across Asia-Pacific, translating complex technical challenges into measurable business value for customers.
Read full bio →
Asia-Pacific
Senior Director, Product MarketingQuadient
Over a quarter of a century on both the buying and selling sides of the customer communications and experience markets. Leads Quadient's global digital CXM product marketing team.
Read full bio →
Asia-Pacific
Global VP of ProductElixir Technologies
30 years of Silicon Valley experience transforming how regulated industries approach compliant innovation, with a focus on ethical AI implementation and regulatory compliance automation.
Read full bio →
North America
EVP Product ManagementMessagepoint
Over 25 years of experience delivering business solutions for document processing, customer communications, and content management. Previously Worldwide Head of OpenText Exstream.
Read full bio →
North America
SVP of Vertical MarketingSmart Communications
Focuses on improving the communication experience for both recipients and the business, with broad experience helping organizations improve heavily regulated customer communications around the world.
Read full bio →
North America
SVP for Product, Digital BusinessQuadient
Leads Product Management and Marketing, R&D, Support, and Global Alliances for Quadient's Digital business, with more than 20 years in B2B technology including Rocket Software, Carbonite, BMC Software, and IBM.
Read full bio →
Europe & UK
EVP Product ManagementMessagepoint
Over 25 years of experience delivering business solutions for document processing, customer communications, and content management. Previously Worldwide Head of OpenText Exstream.
Read full bio →
Europe & UK
VP of Product MarketingSmart Communications
Leads go-to-market strategy for SmartCOMM, Smart Communications' flagship customer communications management solution. Over 18 years of industry experience including SalesLoft, IBM, and Silverpop.
Read full bio →
Europe & UK
SVP for Product, Digital BusinessQuadient
Leads Product Management and Marketing, R&D, Support, and Global Alliances for Quadient's Digital business, with more than 20 years in B2B technology including Rocket Software, Carbonite, BMC Software, and IBM.
Read full bio →
Asia-Pacific
General Manager, APACSmart Communications
Specialises in AI, cloud transformation, and enterprise-scale CX platforms across Asia-Pacific, translating complex technical challenges into measurable business value for customers.
Read full bio →
Asia-Pacific
Senior Director, Product MarketingQuadient
Over a quarter of a century on both the buying and selling sides of the customer communications and experience markets. Leads Quadient's global digital CXM product marketing team.
Read full bio →
Asia-Pacific
Global VP of ProductElixir Technologies
30 years of Silicon Valley experience transforming how regulated industries approach compliant innovation, with a focus on ethical AI implementation and regulatory compliance automation.
Read full bio →
Our Sponsors
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