Our Next Move: Accelerating the Future of Customer Conversations
By Leigh Segall, CEO at Smart Communications
Every great company has defining moments — the milestones that mark not just progress, but transformation. Today is one of those moments for Smart Communications.
With the official close of our acquisition by international private equity firm Cinven, we continue to build on our strong foundation and unstoppable momentum — entering this next chapter not as a company preparing for growth, but as one already driving it. This partnership will fuel our trajectory, helping us reach even greater heights in innovation, scale, and impact.
Cinven’s investment signals a deep conviction in our vision: that customer engagement in regulated industries can, and should, be smarter, more connected, and more human. Their global experience scaling technology leaders further strengthens our ability to accelerate that vision and continue setting the standard for what enterprise engagement should be.
But make no mistake — this isn’t a new direction. It’s an acceleration of the success, leadership, and innovation that defines who we are.
A Future Built on Trust
For more than two decades, Smart Communications has led the evolution of customer communications — helping the world’s leading enterprises simplify complexity, modernize operations, and deliver customer experiences that build trust.
We’ve done this by anticipating what’s next — being first to market with a cloud-native CCM platform, expanding into intelligent data collection, and, most recently, launching solutions like SmartHUB™ and SmartPATH™ that have redefined what enterprise-grade engagement looks like in the AI era.
This foundation — built on trust, innovation, and deep industry expertise — is what attracted Cinven to our business. They see what our customers see: a company already shaping the future of customer engagement and leading this market forward.
“The conversation around customer communications has changed more in the past three years than it did in the previous decade. Artificial intelligence, automation, and data-driven engagement have captured every boardroom’s attention. Yet beneath the optimism lies a fundamental reality: innovation in customer communication is no longer about experimenting with new tools. It is about orchestrating the entire communication ecosystem so that intelligence, compliance, and customer experience operate in complete sync.”
—Saurabh Raj, Principal Analyst at QKS Group
This is the world Smart Communications is already enabling. While others are still defining what this new era means, we’ve been executing it — helping enterprises move from static communication management to intelligent communication orchestration, where every interaction is adaptive, explainable, and trustworthy.
Accelerating What Matters Most
As we enter this next phase, our focus remains crystal clear:
- Advancing our technology with continued investment in AI, automation, and secure cloud innovation that delivers measurable value to our customers.
- Expanding globally to meet rising demand for compliant, digital-first customer conversations in every market we serve.
- Driving meaningful outcomes by helping highly regulated enterprises modernize legacy systems, reduce operational friction, and orchestrate connected experiences that build lasting trust.
“Together with Smart Communications, we see tremendous opportunity to shape the next phase of enterprise customer engagement,” said Thomas Railhac, Partner and Head of TMT at Cinven. “This partnership is about scaling a proven platform, deepening innovation in AI and cloud, and helping customers around the world deliver smarter, more connected experiences.”
Together, we can move faster, scale further, and deliver more impact than ever before — while staying true to what makes Smart Communications unique: our customer focus, our purpose-built technology, and our people.
Momentum for the Future
2025 has been a year of extraordinary momentum. We’ve launched two major new solutions, deepened our partnerships with global powerhouses like AWS, Salesforce, and Guidewire, and welcomed a growing number of enterprise customers — including some of the world’s most recognized brands. Just as importantly, we continue to earn the trust of long-standing customers who have partnered with us for a decade or more, reaffirming the strength and longevity of our relationships and the measurable value we deliver year after year.
These milestones reflect more than growth — they represent clarity of purpose. As the lines between customer communications, experience management, and service interactions continue to blur, Smart Communications is already serving as the connective tissue between them. From generation to orchestration to compliance, we’ve unified the conversation layer, helping enterprises deliver interactions that are not only intelligent, but explainable and human at their core.
We have the platform, the expertise, and the conviction to lead the industry forward. And we have a community of customers and partners who continue to inspire us every day with the bold moves they’re making to transform how they engage with the people they serve.
The Best Is Yet to Come
This moment is a celebration — of our team, our customers, and the trust we’ve built together.
With Cinven’s partnership, we are accelerating what’s already in motion. Scaling faster, innovating deeper, and expanding our impact across every industry we serve.
Together, we’re writing the next chapter of the Smart Communications story. One defined by bold thinking, meaningful innovation, and the drive to make every customer interaction smarter than the last.
We’ve built this momentum. Now, with Cinven, we’re taking it even further.
The best is yet to come.