Newgen Named a Leader in Content Platforms: Elevating Customer Experience (CX)
February 3, 2025: Newgen Software, a global provider of AI-powered digital transformation solutions, has been named a ‘Leader’ in the Forrester Wave: Content Platforms, Q1 2025. This recognition by an independent research firm highlights Newgen’s dedication to innovation and customer success, making it a key player in transforming customer experiences (CX).
Why Content Platforms Matter for CX
Content platforms are essential for modern enterprises aiming to deliver seamless customer experiences. They go beyond digitizing documents, enabling businesses to centralize content, enhance contextual accuracy, automate workflows, and ensure compliance. In an era where customers expect speed, accuracy, and personalization, content platforms like NewgenONE Contextual Content Services empower organizations to meet these demands effectively.
Transitioning from Document Management to Unified CX
Newgen’s recognition as a ‘Leader’ reflects its ability to bridge the gap between traditional document management and customer-centric operations. As noted by Forrester, Newgen’s platform provides robust capabilities, including intelligent data extraction, metadata management, and lifecycle management. These features play a critical role in improving CX by ensuring that customers receive accurate, timely, and relevant information during interactions.
For instance, when onboarding a new customer, organizations can use NewgenONE to extract and verify data automatically. This minimizes errors, speeds up the process, and delivers a frictionless experience, leaving customers impressed and satisfied.
AI and Automation: The Future of CX
The Forrester report highlights Newgen’s strong innovation strategy, focusing on AI, automation, and app design capabilities. These elements are critical for enhancing customer journeys. AI-driven intelligent document processing, for example, allows organizations to handle large volumes of content quickly and accurately.
Moreover, automation simplifies repetitive processes, reducing manual effort and freeing employees to focus on higher-value tasks. This not only improves operational efficiency but also ensures faster responses to customer queries and requests.
For example, in industries like insurance or banking, where document-heavy processes are common, NewgenONE automates tasks such as claims processing or loan approvals. Customers benefit from reduced wait times and a smoother overall experience.
OmniDocs: Driving Innovation in CX
Runki Goswami, Global Head of Marketing at Newgen Software, emphasized the importance of their content platform, OmniDocs, in revolutionizing CX. She stated,
“Modern enterprises need more than just document digitization. They require platforms that empower users with contextual accuracy and automate workflows at scale.”
OmniDocs, powered by AI and Generative AI, enables organizations to move beyond traditional content management. By centralizing content and providing tools for intelligent decision-making, OmniDocs helps businesses unlock new opportunities for innovation. This results in enhanced customer interactions and operational efficiency.
Strengthening Customer Trust Through Compliance
Forrester’s recognition also highlights NewgenONE’s governance guardrails, ensuring compliance in regulated industries. Compliance is a critical factor in building customer trust, particularly in sectors like healthcare, finance, and government.
By integrating robust compliance features into its platform, Newgen helps organizations maintain data security and adhere to regulations. This instills confidence in customers, knowing their sensitive information is managed responsibly.
Seamless Migration for Better CX
NewgenONE’s migration tools also stand out, with a proven track record of moving large repositories from legacy systems. Seamless migration is vital for delivering consistent CX, as it ensures that historical customer data remains accessible and accurate.
For example, when transitioning from a legacy ECM suite, businesses can use NewgenONE to retain all customer interactions, enabling them to provide continuity and personalized experiences.
How Newgen Empowers Regulated Industries
According to the Forrester report, Newgen’s platform is particularly beneficial for regulated industries with complex, content-centric workflows. Industries like healthcare, banking, and insurance face unique challenges, including stringent compliance requirements and high volumes of content.
NewgenONE addresses these challenges by automating workflows, managing content lifecycles, and providing AI-driven insights. This enables organizations to streamline operations, reduce errors, and focus on delivering exceptional customer experiences.
Global Impact on CX
Newgen’s recognition as a leader underscores its global impact on CX transformation. Enterprises worldwide rely on Newgen’s low-code application platform to deploy customer-focused solutions. Whether it’s onboarding, lending, or service requests, Newgen’s capabilities empower businesses to deliver fast, agile, and engaging experiences.
For instance, a global bank using NewgenONE can design and deploy a personalized customer onboarding process in weeks rather than months. This agility ensures that customers receive exceptional service, regardless of location.
Looking Ahead: The Future of CX with Newgen
As businesses continue to prioritize CX, platforms like NewgenONE will play a pivotal role in shaping the future. By investing in AI, automation, and low-code capabilities, Newgen empowers organizations to stay ahead of customer expectations.
Runki Goswami summed it up perfectly:
“With AI at its core, our platform empowers businesses to unlock opportunities for driving innovation and enhancing operational efficiency.”
Conclusion
Newgen’s recognition as a ‘Leader’ in the Forrester Wave: Content Platforms, Q1 2025, is a testament to its commitment to innovation and customer success. By providing robust content services, intelligent automation, and seamless compliance, Newgen enables organizations to deliver exceptional CX across industries.
As the demand for personalized, fast, and accurate customer experiences grows, platforms like NewgenONE will remain at the forefront, transforming how businesses engage with their customers and unlocking new possibilities for the future.
