Quadient Blog

Connecting ideas and people.

Integrating Digital Touchpoints into the Overall Customer Experience

Posted by Rob Daleman on Thursday, September 20, 2018 - 20:03

During this week’s Inspire Days user conference in Boston, Bjorn Hildahl, Head of DXP Business Unit for Quadient presented on an increasingly important topic:  What is Digital Experience?

Bjorn defined digital as the change from an Enterprise determining how they interact with their customer to a model of the customer determining how they interact with the Enterprise.

It is all about interactive data and more specifically about:

CCM and the Cloud – The Sky’s the Limit

Posted by Rob Daleman on Friday, August 31, 2018 - 21:02

Customer communications management (CCM) systems are often overlooked when it comes to the cloud.

 

This is a mistake.

 

Will you be attending the 2nd biggest postal event of the year?

Posted by Bob Schimek on Friday, August 24, 2018 - 16:27

While the National Postal Forum is known as “the big show”, we are quickly coming up on the second biggest postal event of the year. Those that have been involved in the industry long enough will remember when the National Postal Forum was held twice per year. When the decision was made to cut back to a single forum per year, the second forum was replaced with what we now know as National PCC Week. PCC stands for Postal Customer Council. There are hundreds of PCC’s that are located across the entire United States.

Check Your Invoices, ACS Billing Schedule to Restart

Posted by Bob Schimek on Friday, August 24, 2018 - 16:07

Jumping back to April of 2018, some ACS (Address Change Service) customers got a little surprise when their monthly ACS invoice arrived. One example of this surprise was a mailer that typically had a monthly invoice of a couple of dollars suddenly had a bill for several hundred dollars. After some investigation by the Postal Service, a problem was identified in the logic used to determine which pieces are billed and which pieces are provided for free.

Enterprise Payment Update

Posted by Bob Schimek on Friday, August 24, 2018 - 10:57

In our last newsletter we covered a major change that will affect everyone in the mailing industry who pays postage or associated fees to the Postal Service.  The Postal Service has announced that they are actively migrating customers from the legacy CAPS (Centralized Account Processing System) system to their new Enterprise Payment System (EPS).  If you have not already been contacted by your local district to migrate, plan on hearing from them in the very near future.  

Managing the Move to Citizen Development

Posted by Rob Daleman on Tuesday, August 21, 2018 - 19:06

The past 10 years have been an amazing time for business users, as technology has brought increasing levels of capability to help users create their own solutions to problems they face.  In the late 2000s, IT teams largely adopted BYOD policies to allow individuals to select the devices of their choice, which helped bring more mobile technology into the enterprise.  During the same period, the proliferation of cloud solutions made it easier for business users to procure, deploy and implement a growing array of solutions without involving the IT organization.  Today, new low code development

How do you keep your customer in mind when going digital?

Posted by Rob Daleman on Thursday, August 16, 2018 - 20:25

As consumers, we are often the victims of digital processes that break down when they hit the physical world.  This weekend, we pre-ordered tickets for a show and arrived at the venue just before it was about to start.  Unfortunately, the online process was not fully digital – it required the output of paper tickets in order for us to hand over to the attendant and enter the show.

 

Are your digital projects dangerous?

Posted by Rob Daleman on Tuesday, August 14, 2018 - 01:00

It started out as a beautiful early September Sunday morning where I left home for a long bike ride, eager to check out the new expanded bike lane that had just been added north of our place.  Halfway through the ride the weather quickly turned, and I went from riding in full sunshine to racing home through a torrential downpour.  

Is Government Neglect Killing the Postal Service?

Posted by Bob Schimek on Friday, August 10, 2018 - 10:28

This could be answered with as simple “yes”. However, in true political fashion, let’s use this question to provide a long winded answer. Unlike most answers from politicians, this answer will actually be relevant to the question being asked. There are many in the mailing industry who try to make a point of keeping up with what is going on in their industry. Like myself, they probably have friends and family that ask about what is going on with the post office?

Technophobia: The Fear of the Smartphone in Mobile Banking

Posted by Chris Chamberlain on Thursday, July 26, 2018 - 21:19

The Financial Conduct Authority (FCA) recently published the latest analysis from its Financial Lives survey, which looked at the preferences and habits of nearly 13,000 people from the UK. Interestingly, the survey revealed that consumers in rural areas appear to be suffering from technophobia when it comes to banking services: they are far less likely to use their smartphones for banking than those living in urban areas.

A problem a decade in the making: are you “Digital First” or “Digital Only”?

Posted by Andrew Stevens on Wednesday, July 25, 2018 - 22:51

I was clearing out the family storage room recently and found my old work notebooks from my past life in financial services. Flicking through them, I discovered that I’m just about to pass the tenth anniversary of the first time I heard of a now famous (or infamous, depending on your point of view) concept for technology in the banking world. 

Not-so-lovely spam, not-so-wonderful spam

Posted by Tim Dimond-Brown on Monday, July 23, 2018 - 20:54

For a word that was only coined in 1937, “spam” has had an interesting journey – from canned food, via Monty Python sketch, to one of the major consumer irritations of the digital age. Businesses are feeling the stress of spam too – and not just because they’re also on the receiving end. Organisations that exist purely to spam consumers with irrelevant messages help give all customer communications a bad name – and make consumers more wary of relevant, useful information from scrupulous organisations.

Employee engagement: the key ingredient to having your CX cake and eating it too

Posted by Tim Dimond-Brown on Monday, July 23, 2018 - 20:00

There are a lot of elements to the customer experience (CX) process, from recording customer data to running CRM systems. It’s like baking a cake: the operation cannot succeed without all the right ingredients, and failing to follow the recipe could lead to disaster. 

 

Moving to a digital experience will pay dividends for financial institutions

Posted by Andrew Stevens on Thursday, July 19, 2018 - 14:46

Digital business transformation is a must if financial institutions want to keep pace with customer experience expectations.

According to Peter Wannemacher, Principal Analyst at Forrester, many financial institutions are moving towards an omni-channel, digital experience but, unfortunately, they are not keeping pace with shifting customer behaviours and expectations.

“If you can’t keep pace,” Peter Wannemacher warns, “you risk becoming irrelevant which could impact your organization’s growth and sustainability.”

Quadient July eNews

Posted by Rob Daleman on Monday, July 16, 2018 - 17:13
More great news to share this month including Quadient being ranked as the overall CCM Leader on the 2018 Aspire Leaderboard; MyCustomer's 2018 global CJM research report; plus a couple of customer stories including David Nixon from the New Zealand Post and Paul DeSantis, CIO of ANRO on how print is alive and well.

CCM as part of the larger digital experience ecosystem

Posted by Scott Draeger on Thursday, July 12, 2018 - 16:18

I know you expect a lot from Quadient. We’ve been busy since the launch of R12 in May. The PMM team finished the FMAP (First Mover Advantage Program) release 12.2 and scoped the 12.3 FMAP to advance the roadmap we’ve been bringing to you for the past few years. We’ve been innovating by following your applications, listening to the people in your organization, and adjusting our approach to make it easier for you to communicate with your clients. 

GDPR: where there’s risk, there’s reward

Posted by Esther Labrie on Wednesday, July 11, 2018 - 01:22

Making changes to your business to meet the GDPR requirements is an expense, that’s true. But the risks of not complying with the mandates are serious, from fines to negative PR. Can you prove that you have appropriate and adequate controls in place to manage personal data? If not, you’ll need to get organized, and if (or when) the GDPR regulations change again, you’ll need to be flexible enough to keep your operation compliant. 

The top 5 requirements for any GDPR-solution

Posted by Esther Labrie on Wednesday, July 11, 2018 - 00:31

In this blog, we will discuss what you should expect a GDPR software solution to handle when it comes to consumer’s rights. We believe that whatever solution you ultimately choose, it will need to be able to provide:

How does an end-to-end solution for GDPR work?

Posted by Esther Labrie on Tuesday, July 10, 2018 - 17:56

Quadient receives and answers a lot of questions about the GDPR that other vendors aren’t always able to answer. “What is an end-to-end solution for GDPR, and does my organization really need it?” is the most frequently asked question. This blog will answer that question for you. In order to do so, we’ll start by taking a look at one of the most important consumer rights: to know which personal data has been stored.

Subject Access Request

Omni-channel data calls for a 360-degree customer view

Posted by Esther Labrie on Thursday, June 21, 2018 - 21:01

Without an accurate and complete view of the customer, organizations struggle to address their (future) customer properly. Data issues get in the way of understanding customer preferences, tailoring communications, responding quickly and, ultimately, optimizing the customer experience (CX). To fully leverage data as a strategic business asset, the organization must put data at the center of the CX technology ecosystem. To do that you have to be able to capture and leverage customer data from every channel.