Walking the walk…

Scott Draeger
Posted by Scott Draeger VP of Customer Transformation Thursday, February 16, 2017 - 14:04

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
Walking the walk…

We had a very busy two weeks with the launch of Inspire R11, which is the latest in CCM technology. There are a lot of great new features in the release, but the big message is that Inspire R11 is serious about CX (Customer Experience) and UX (User Experience.)

Really, there are only a few hundred thousand people around the globe who design CCM-style communications. Maybe a few thousand, truly understand the full range of nuanced techniques available to excel at Omnichannel Design. With Inspire R11, those capabilities are certainly available in a way that is easy to learn and easy to use.

Back in 2014, when we were scoping R11’s innovation arc, we took a lot of time to look at research around the people and departments that would be using CCM in 2017-2020. We discovered the rise of new stakeholders in some great research on the CDO from Gartner and CX from Forrester. As we thought about these changes, we took a large step back and really internalized the CX/UX trends of these new stakeholders.

We wanted to welcome these new experience-focused users to the CCM ecosystem. To do this, we realized that we needed stellar mobile integration capabilities to support the wider variety of channels. We knew we had to help our project team clients speed delivery and integration. We knew we had to put things in context for CX experts. We also had to speed and improve the Interactive processes, design experience, and proofing experiences.

As we looked at this, we saw a conflict. All CCM software, including Quadient's at the time, seemed like it was separate software modules designed for a single purpose. When a CCM portfolio was viewed, it was hard to connect the experiences of the various types of users to a single connected goal. So, we decided we would “walk the walk” and not just “talk the talk” about CX.

The moment we embraced the mobile channels and the CX perspective, we realized that we had to care about CX and UX for our users, and show this by delivering a unified portfolio. We have already seen that Quadient Inspire users around the organization are having an easier time collaborating, because when they see one of their peers’ interface, they can recognize their job.

So, take a look at the video, and you will see the interactive users, business content authors, transaction processing staff, designers, production experts, and IT integrators all have a unified experience.

Quadient is proud to deliver the industry’s first end to end unified portfolio that delivers on the promise of CX at the same level you expect to provide to your clients.