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In the age of CX, the customers make the company

Scott Draeger
Posted by Scott Draeger VP of Customer Transformation Wednesday, October 25, 2017 - 05:07

Scott joined the industry in 1997, after earning a B.A. from University of Nevada, Las Vegas. He started as a document designer using several VDP technologies, before moving to the software side of the industry. He has more than 17 years of experience in the document composition software industry as both a transactional document designer and a software vendor. He earned his EDP and M-EDP certification from Xplor and his MBA in 2007 from the Lake Forest Graduate School of Management.

Customer Experience Update
In the age of CX, the customers make the company

It’s been a very busy few weeks at Quadient. In the last six weeks, we’ve seen the launch of the Quadient brand, user conference on two continents, planning sessions for each of the major product lines, and more. Since we passed a lot of milestones, it’s time to step back and reflect on what we learned.

First, Quadient customers are doing some amazing things. At Inspire Days in San Diego and Berlin, I had conversations with customers, prospects, and partners about some of the amazing communications that our users of Inspire, Ignite, Data Cleaner, Data Hub and Architect are creating. At our sessions, the Quadient PMM (Product Marketing Management) team put together a ton of presentations, hosted some standing room only Q&A sessions, and had some great conversations. Some of the conversations were on the flight deck. Some were underground. We’ve seen clients adding mobile channels, implementing CX strategies, and using communications to improve the business’ performance.

Next, the rebranding was a lot of fun. We had to put a dollar (or Euro) in a box if we used the wrong name, so I put a few extra towards some charities and causes that I support. The market, customers, prospects, and analysts have been pretty receptive to the change. We like it.

Lastly, you can expect more improvements from us. What started as “Project Green Stripe” in the Inspire UI family has become a UI/UX standard for all of Quadient. As our product planning exercises completed for our February release, we have continued to invest in cross portfolio coordination to help Quadient customers develop omni-channel communications with greater ease, efficiency and coordination than ever before.