Hyland wins IDC 2025 award for customer experience

Hyland has received IDC's 2025 Customer Experience Award for customer satisfaction in the content and experience management market, following an assessment of supplier performance and customer feedback.

IDC based the award on results from its global CX Path Survey. The survey benchmarked more than 200 vendors and used feedback from nearly 2,900 organisations worldwide. IDC evaluated vendors across more than 30 customer satisfaction metrics.

IDC said Hyland placed in the highest-scoring group of vendors serving the content and experience management application market. The survey highlighted performance areas that included product innovation, ease of integration, value realisation and customer support.

IDC's findings also pointed to customer references about Hyland's product direction. The survey cited "agentic automation, advanced analytics, and seamless ecosystem integrations" as factors associated with measurable business value.

Survey measures

Customer satisfaction awards in this category draw attention to how organisations assess suppliers beyond core functionality, particularly in areas such as integration work, deployment effort, ongoing service and product change. IDC's scoring reflected multiple metrics, rather than a single measure, and compared vendor results against industry averages within the survey population.

In the results disclosed, Hyland performed above the industry average across the measured areas highlighted by IDC. The company positions its main offering as the Content Innovation Cloud, which it describes as a platform for content and experience management. Hyland said the recognition reflected its work on product development and customer service.

Customer demand

IDC's CX Path Survey found that 72% of organisations plan to increase their investment in content and experience management applications over the next year. IDC reported that respondents placed emphasis on adding new features and what it described as innovative capabilities.

The survey result comes as organisations review how they manage documents, records and digital workflows across line-of-business systems. In many cases, content and experience management tools sit alongside customer relationship management, enterprise resource planning and industry-specific applications. Integration and vendor support tend to influence procurement decisions, particularly for organisations operating across multiple geographies or regulatory regimes.

Hyland said it has focused on frequent product enhancements, transparent roadmaps and support. The company also referenced work around agentic automation. It used the term to describe automation that involves software agents working across tasks. IDC's survey cited customer feedback that linked these product areas with business value.

Company response

Hyland's Chief Customer Officer commented on the award and the company's product work.

"Customer success and a relentless pursuit of product innovation are cornerstone values at Hyland," said Rob Kaloustian, Chief Customer Officer, Hyland. "This recognition is a powerful endorsement that our Content Innovation Cloud platform and agentic automation solutions are driving meaningful and measurable outcomes."

Hyland said IDC's assessment placed it among the top-performing vendors in the survey. The company framed the outcome as validation of its approach to product development and customer support.

Hyland's customer base includes organisations across regulated sectors and large enterprises with complex content estates. The company said it works with thousands of organisations worldwide, including many in the Fortune 100.

The IDC survey highlighted how buyers plan to increase spending in this category over the coming year. Hyland said it intends to maintain a schedule of product enhancements and publish roadmaps alongside its support services as organisations raise their investment in content and experience management applications.