Customer Transformation

Scott Draeger
Posted by Scott Draeger VP of Customer Transformation Monday, December 10, 2018 - 22:22

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
Customer Transformation

It’s been a while since I posted a blog entry. That’s because I have a new and exciting role at Quadient, as the VP of Customer Transformation. You might think it’s a pretty strange title, and I would agree. At Quadient, we’ve been doing things differently for a few years, and it’s time to use our recent experiences to help our customers make some of the same improvements that we have made. 

What started as an optimistic user interface consistency project in the Inspire product line transformed into a consistent software portfolio that blended products and services from three formerly separate corporate entities into a single consistent platform. We learned a lot about transformation by putting the customer at the center of our efforts, and I want to share what customer transformation means to Quadient.

First of all, customer transformation is about making sure our customers are making the largest impact as fast as possible as they implement CX and CCM technology. In the past, CCM vendors were not really interested in how much or how well customers used the software, as long as it was enough to get their maintenance check. That thinking winds up in software that tends to get spectacularly mediocre as time goes by. We are focused on collaboration, rapid approval, and streamlined design across a mix of channels and projects. As you will see, Quadient is working hard to make things easy for our users.

We also are focusing on rapid migration from legacy technology. We know that there are millions in sunk costs in the existing communication systems. Often, there are multiple systems, undocumented projects, and internal resistance to change. So, we’re focusing on tools, processes and technology that can get your important customer communications into a strategically managed portfolio that spans departments and stages in the customer lifecycle.

So, how will we know this is working? Right away, you’ll notice that Quadient wants to help you get off of your outdated technology and onto a better platform. You will notice that we offer detailed migration plans that migrate the most impactful projects first. You will notice that we advocate redesign projects that make the most impact. You will notice that we are asking more questions about the customer context of your communications, so we can put you in control off all of your communications.

In case you are skeptical, which you should be in this market, we have some proof points. We have customer reviews on Gartner’s Peer Insights portal. These reviews come from integrators and multi-billion dollar insurance and finance corporations. We also have a leadership position (the coveted topmost and rightmost spot) from Aspire CCS’ leaderboard. If you’re still skeptical, we have a dedication to customer-experience thinking, with 2 CCXPs and a Rutgers University CX Certificate holder on our Product Marketing Management team. If you’re still skeptical, you can @ us.

We’re eager to talk about customer transformation. We want to help you transform.