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Great Holiday Reads for the ‘Future Thinker’ on Your List

Stephanie Clarke
Posted by Stephanie Clarke Director of Content Marketing Thursday, November 28, 2019 - 16:51

Stephanie Clarke is the Director of Content Marketing at Quadient, responsible for developing and executing Quadient’s global content strategy. Stephanie has more than 14 years of experience in the software, technology and manufacturing industries. She has a proven track record for designing and implementing winning and profitable B2B marketing strategies for global technology brands. Stephanie holds a B.A. from Wilfred Laurier University. She is very active on LinkedIn and Twitter – please connect with her by clicking the icons above.

Customer Experience Update
Great Holiday Reads for the ‘Future Thinker’ on Your List

The ‘Future Thinker’ is notorious for being open-minded and receptive to new ideas, even when those ideas go against conventional wisdom. 

They do not find comfort in the status quo. 

They look beyond the moment, rising above the here and now, to consider the big picture and formulate solutions that will change the landscape.

For the Future Thinker seeking inspiration, here are three rich resources that should be on the top of their holiday reading list.


1. “Top 12 Customer Communications Trends to Watch in 2019 and Beyond”

How will new technology shape the future of customer communications? 

Future Thinkers who relish uncovering trends and extrapolating them into the years ahead will enjoy pouring through the pages of this eBook while sipping on their eggnog. 

The authors have uncovered 12 pivotal customer communications trends to watch in 2019 and beyond. 

This first-of-its-kind eBook features thought-provoking perspectives from Quadient customers, partners, industry experts and employees about how the customer communications management (CCM) industry will evolve over the next five years, and what companies must do today in order to adequately prepare.

Top 12 Customer Communications Trends

2. “Adapt Customer Communications to the Demands of the Digital Customer Experience”

Future Thinkers know that if one wishes to ensure the sustainability and growth of their organization, change must be explored. 

In this Gartner Research report, the authors discover that perceptive market leaders have recognized that in order to keep pace with the business demands of the digital world they must look beyond traditional Customer Communications Management (CCM). To that end, they are leveraging next-generation CCM as a powerful channel of customer engagement.

History has kept CCM tools as a purely operational activity, sidelined in customer experience initiatives.

This report reveals that forward-thinking application leaders see this as a mistake. 

They believe the information curated via CCM platforms is a vital part of the customer relationship. Consequently they are bringing CCM into a broader coordinated strategy that spans all customer engagement touchpoints. By doing so, they are leveraging CCM for marketing, CRM and new customer engagement services based on a two-way interactive relationship model.

Gartner Adapt Customer Communications to the Demands of the Digital Customer

3. P&C Claims in the Digital/AI Era

The ability to break ranks and look beyond the consensual rules of behaviour is something that Future Thinkers know can lead to the transformation of not just an organization but an entire industry. 

In this page-turning research report — based on surveys, interviews, and insights from insurer engagements — Strategy Meets Action (SMA) explores the potential for transformation in the property and casualty claims environment. 

The report indicates that no other segment in the insurance business is destined to transform over the next decade like property and casualty claims. 

Customers, risks, and operations are all set for changes as transformational technologies are increasingly adopted. New opportunities for partnerships; and capitalizing on technologies such as drones, machine learning, chatbots, RPA, the IoT, and others are converging to create significant implications for claims.

How will it all turn out? Form your own conclusion of the future. Sneak away from the holiday frenzy to a quiet corner of the house and invest your time in this wonderfully rewarding read.

SMA Claims in the Digital Era