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Quadient Blog

Connecting ideas and people.

Driving great customer experience: Three ways technology can help insurers overcome disruption

Posted by Andi Dominguez on Tuesday, August 13, 2019 - 20:58

Traditional insurers are currently battling against a triple threat. First, there is a steady stream of new players entering the industry, with tech giants such as Amazon and Google dipping their toes in the water; creating a whole new range of competition with new advantages. After all, could any insurer claim to match the level of knowledge Google or Amazon potentially have of their customers? Second, customers are evolving along with the industry: becoming more tech-savvy, with growing expectations and a growing willingness to leave if those expectations aren’t met.

How to Fine Tune Your Customer Journey Mapping

Posted by Stephanie Clarke on Monday, August 12, 2019 - 17:52

When an organization has a client base that is composed of multiple generations it’s easy to make assumptions about the desires and wants of each generation based on generalities. Doing this, however, would be unwise.

For example, not every member of an older generation prefers to speak to a live person and not every member at the younger end of the target audience spectrum wants to conduct all of their business over a smartphone.

How insurance companies can decide on which CX Metrics to use

Posted by Andi Dominguez on Wednesday, August 7, 2019 - 16:13
Selecting and keeping track of the right Customer experience (CX) KPIs is important. Insurance companies can use them to: communicate the rationale for previous investments, validate whether improvements to the customer experience have taken place, set goals and targets for future improvements, intervene when remedial action is needed. But there’s a problem...

Dealing with the Dilemma: Acquisition or Retention?

Posted by Andi Dominguez on Tuesday, August 6, 2019 - 20:37

A typical scenario for customers when it comes to interacting with an insurance company is when they first go to purchase insurance from the organization’s website. Most times the experience is great. The website is intuitive and the process to apply for the insurance is simple, straightforward and welcoming. Unfortunately, once the customer goes through the approval phase and gets approved, the experience often deteriorates quickly.

5 Generations and Their CX Expectations: Exploring the differences and similarities

Posted by Stephanie Clarke on Tuesday, July 30, 2019 - 19:56

Unless your business is targeting one particular age group, aiming your communication initiatives at one specific generation at the exclusion of the others is not ideal.

So how can you effectively communicate with multiple generations when each age group has a different comfort level with technology?

generations defined image

Top 3 Change Management Guidelines for Your CCM Migration

Posted by Scott Draeger on Monday, July 22, 2019 - 21:57

Recently, I wrote about how Quadient’s new AI, ML and NLP-based technology can help in the RFP writing process by reading through thousands, or even millions of your customer communications to analyze how your applications can be best grouped as you create the customer communication portfolio of the future. Now that we have some rough architectural diagrams and a good feel for rules and content reassembly, let’s explore how that helps you get to the next phase of your journey.

Don’t want to write that CCM RFP? Let an AI help

Posted by Scott Draeger on Wednesday, July 17, 2019 - 18:38
I get it. It’s summer. You’re busy. You don’t want to write that CCM RFP. Don’t. Why not let AI handle the bulk of the RFP writing process? Especially the first part, which is the worst part. While you and the CX team are building your wish list, you are generally tasked with defining the current state of communications.

How to Deliver CX that Appeals to a Multi-generational Customer Base: We Asked Experts from Around the World

Posted by Stephanie Clarke on Thursday, July 11, 2019 - 15:43
Unless your business is focused on a specific age group, targeting one generation to the exclusion of others is not always a good strategy. At the same time, each generation has a different comfort level with technology which means a one-size-fits-all approach to Customer Experience (CX) would leave many of them dissatisfied.  So what’s a company to do? We asked CX experts from around the world to offer their perspective, insights and advice on the challenge of delivering a CX experience that connects with multiple generations at the same time.

CX in Claims: The Future Will be Different. Be Ready Now.

Posted by Andi Dominguez on Tuesday, July 9, 2019 - 18:51
The widespread use of digital has forever changed the way people view their interactions with insurance companies, especially when involved in a property/casualty claims scenario. Expectations have never been higher and it’s not just those of the end client. Every person involved in the claims ecosystem—customers, agents/brokers, claims partners, healthcare providers and law enforcement personnel—expect that when they interact with an insurer the claims process will be quick, accurate and via their preferred device and channel.

The Steps to Optimize CCM Projects Delivery to Market

Posted by Arif Ali on Tuesday, July 9, 2019 - 16:39

The challenging part of any project is to map the step by step journey to its successful completion. While on the surface it sounds like a simple process, in reality, it is not especially when it comes to customer communication delivery. There are many stakeholders involved in a CCM project – including various technology teams, business, marketing, compliance and regularity bodies and the list goes on.

Solving the mystery: How insurers can overcome common challenges of implementing a great CX strategy

Posted by Andi Dominguez on Wednesday, April 10, 2019 - 15:33

According to a survey conducted by Forrester, and Heidrick & Struggles, 84% of Customer Experience (CX) pros said that their insurance firms place CX as a higher priority than two years ago. 76% of the executives surveyed said that improving CX is a high or critical priority.

With this level of conviction, the customer experience these insurance organizations are delivering must be outstanding.

Delivering choice, convenience and personalized service in the digital age

Posted by Andi Dominguez on Thursday, April 4, 2019 - 22:24

Considered the first smart phone, IBM’s Simon Personal Computer was available to consumers in 1994, over a decade before Apple’s first iPhone. Smartphones put information at the fingertips of millions of consumers and today, people use smartphones to research, shop and purchase any number of products and services, including insurance, according to their individual needs, wants and preferences.  

Insurers can see the future. So, what’s holding up the party?

Posted by Andi Dominguez on Tuesday, February 12, 2019 - 18:20

Insurers are still playing catch-up with the needs and expectations of today’s digital savvy customers.

These hyper-connected consumers are using mobile technology to research, shop and make purchases and they expect the organizations they do business with to communicate with them on a personalized, relevant and contextual basis.

Don’t Throw All Your Eggs into the Digital Basket: Why Insurance Companies Should Employ a Hybrid CX Approach

Posted by Rob Daleman on Wednesday, February 6, 2019 - 19:45
Digital. Digital. Digital. It’s been all the talk, not just in the insurance area, but in every industry. If you want to stay competitive and maintain customer loyalty you need to go digital. Customers don’t want call centres and brick and mortar locations any more, they want digital experiences, right? Wrong. New research from Forrester’s Customer Experience Index (CX Index™) reveals that committing to a full-on digital approach may actually lead to failure. Read more.

Did you ever have to make up your mind?

Posted by Andi Dominguez on Tuesday, January 29, 2019 - 19:58
Customer experience (CX) metrics are important. Insurance companies can use them to: 1. communicate the rationale for previous investments, 2. validate whether improvements to the customer experience have taken place, 3. set goals and targets for future improvements, and 4. intervene when remedial action is needed. But there’s a problem...

It’s a Must in the Digital Age: a Seamless, Efficient Claims Process

Posted by Andi Dominguez on Thursday, January 24, 2019 - 22:25

The arrival of the digital age has created higher customer expectations. Today’s customer expects whatever organization they’re interacting with, no matter what the industry, to provide a seamless, efficient, omni-channel experience.

The majority of large retail and investment banks were early adopters of digital strategies which allowed them to be some of the first organizations to digitally transform themselves and keep pace with customer expectations.

Calculating the True Cost of Your Customer Communication Strategy

Posted by Scott Draeger on Monday, January 21, 2019 - 17:21
Editor's Note - This article was originally published in Document Strategy Media on January 8, 2019. As customer experience (CX) thinking continues to take center stage in leading enterprises, customer communications are seen as critical for bringing improved customer experiences to fruition. In shifting customer communication to a strategic function, it is important to know the true costs involved in communicating with customers in order to have a clear understanding of the return on investment.

Want to stay ahead of the game? Make sure you know your customer’s journey

Posted by Laurent Ghio on Thursday, January 17, 2019 - 17:35

For almost every industry, the balance of the power is with the customer as a result of digital technologies. More and more customers are using digital tools and platforms to research, plan, book, transact and share what they do with organizations and the number of people who do so is growing steadily.

 

Customer Blog: Preparing an executive demo of Quadient® Inspire

Posted by Mitch Kocen on Thursday, January 3, 2019 - 22:09

Congratulations! Your months of planning, dedication and hard work lead to the successful implementation of your Quadient Inspire solution! Now that you’re done, senior leadership wants a demo, to see what all this fuss has been about. You have 15 minutes next week to present the solution, justify the effort and build enthusiasm for the next phase of the implementation. How are you going to wow them?

Why insurance companies need to mind the gaps when it comes to customer experience

Posted by Andi Dominguez on Friday, December 21, 2018 - 15:52

Anyone who has ever had to make an insurance claim knows that even when it’s a minor claim it’s an inconvenience.

The arrival of digital has improved the process significantly -- from digitizing communications to automating processes (digital has transformed how insurers operate and how they communicate).