The reference Pattern A MTR — analytical, argument-led, Word-native. Five strategic imperatives for UK banking CCM leaders. The exemplar against which new Pattern A drafts are benchmarked.
The reference Pattern B MTR — reference, layout-heavy, Canva-native. Practitioner guide to accessible customer communications. The exemplar for Pattern B production.
Pattern A pilot for UK insurance — full draft awaiting circulation to Will, Gerhard and Kaspar. Fact-check pair model in trial; targeting >95% ship-ready before publication.
Strategic CCM outlook for US health payers — informed by SmartComms Innovate 26 BCBS California Medicare billing case study. Aligned with US Healthcare campaign and Navigator demo.
e-Invoicing as a transversal module — regulatory drivers, vendor landscape, operating-model implications. One of the three GTM priority verticals (alongside UK FS and US Health Payer).
8-stage customer journey framework — Discover, Acquire, Onboard, Transact, Service, Inform, Retain, Advocate. Stage labels locked for external use; industry overlays for Healthcare US and others.
Customer Communications Operating Model — the operational reference for organising customer comms. Capabilities, ownership, governance, vendor-buyer interfaces. Used in advisory engagements.
Nine-dimension, five-level maturity benchmark for CCM. Used in advisory engagements and the Aspire Navigator assessment. Anchors the maturity scoring inside Navigator Govern and Run experiences.
Strategic evolution from CCM 1.0 to CXM — five named maturity stages with characteristic capabilities per stage. The narrative spine of Aspire's intelligence platform thesis.
Annual quantitative panel of enterprise CCM/CXM buyers — strategic priorities, vendor mindshare, spend intent. 95% complete · finalising charts. Will led the panel directly this year.
Annual quantitative panel of consumers — channel preferences, brand trust, communication friction points. Counterweight to the Enterprise Survey. Scoping in progress.
Defining new primary research methods to reduce KR-vendor reliance — direct panels, longitudinal studies, behavioural data sources. Decision needed in June review.
The Aspire vendor benchmarking platform for CCM/CXM. Public-facing rankings, in-depth vendor profiles, integrated with research operations. Profile URL pattern: aspireleaderboard.com/review-of-{vendor}.
New grid layout for the Leaderboard — refactored category model, AI-assisted scoring, vendor ranking updates. Re-prioritised over the scoring update; 60% complete per O3 KR1.
20-day turnaround target for vendor profile updates — AI-assisted drafting, manual sign-off by Will and George. Currently at 60% within SLA per O3 KR2. Target >90% by year-end.
Client-bespoke strategic framework briefings — Outside-In and Inside-Out IDP visions, advisory offer scoping. Current pilot: European insurer covering IDP impact, vision, and Aspire advisory offer.
Boilerplate vendor analyst statements — published on request, factual claims fact-checked, branded under Aspire CCS institutional byline. Template in the Templates Library; pending Research-team copy.
Internal knowledge-capture pipeline — chat conversations and email exchanges feeding the Leaderboard knowledge base. 100% complete per O3 KR3. Feeds vendor profile drafting and AI Grid signals.