September 21, 2026 – Smart Communications, a leading customer engagement technology provider for regulated industries, today announced that it has been named a Leader in the IDC MarketScape: Worldwide Intelligent Customer Communication Management 2026 Vendor Assessment. With this inclusion, Smart Communications has now been named a Leader in four consecutive IDC MarketScape assessments: 2020, 2022, 2024, and 2026.
Organizations across insurance, financial services, healthcare, and the public sector are under growing pressure to modernize customer communications as expectations rise for more personalized, timely, and seamless experiences. At the same time, the expanding role of AI is increasing the need for transparency and accountability in how communications are created, reviewed, approved, and delivered.
The report identifies AI governance and visibility as a strength for Smart Communications, stating: “Smart Communications’ single-click AI Audit feature gives organizations immediate visibility into how AI was used within a template, flagging AI-generated or AI-modified content without a separate manual review workflow.”
The assessment also underscores that choosing the right technology is only part of the equation; the strength of the vendor relationship matters just a much: “The organizations that get the most out of this next generation of CCM platforms will be the ones that evaluate vendors as operating partners, not feature checklists.”
“Modernization is no longer simply about replacing legacy technology. It’s an opportunity to fundamentally change how organizations engage with their customers,” said Leigh Segall, CEO of Smart Communications. “Advances in migration technology are removing many of the constraints that once made transformation slow, costly, and complex. But technology alone is not enough. Organizations need a partner with the experience to guide them through migration, adoption, and ongoing innovation, while helping them introduce AI responsibly with the governance, human oversight, and accountability regulated communications require.”
Smart Communications helps organizations modernize how they engage with their customers across the entire lifecycle. SmartCOMM™ enables the creation of personalized, interactive communications across channels; SmartIQ™ transforms complex data collection processes into guided digital experiences; SmartPATH™ orchestrates communications and delivery; and SmartHUB™ provides secure, governed archiving and retrieval. Smart Communications’ AI Audit and Conversation History capabilities provide greater transparency into how AI is used throughout content creation, supporting human oversight and a clear auditable record of AI activity.
The company combines its technology with an established partner ecosystem and dedicated Professional Services, Customer Success and Support teams to help organizations move from modernization strategy to sustained business impact. Working alongside customers through migration, implementation, adoption, and ongoing optimization, these teams help reduce complexity, accelerate time to value and continuously evolve customer communications as business, customer, and regulatory requirements change.
Download a complimentary copy of the IDC MarketScape: Worldwide Intelligent Customer Communication Management 2026 Vendor Assessment now.
