Quadient Blog

Connecting ideas and people.

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?

How to know if Mr. Müller and Mr. Muller are the same person

Posted by Esther Labrie on Tuesday, December 11, 2018 - 18:03

The Internet and digital communications capabilities have allowed organizations in every industry to expand business beyond their home borders and attract customers from around the globe. If companies want to maintain their global footprint and continue to grow, it’s imperative that they can trust their global data.

 

Where do your customer journeys lead?

Posted by Rob Daleman on Monday, March 26, 2018 - 19:53

Customer centricity has become an essential focus for companies today.  One of the biggest stumbling blocks to achieving this is the fact that departments in most organizations operate in silos. They are unaware of how or, in some cases, when each department has interacted with a customer which prevents the organization as a whole from providing a single seamless journey. 

Most people, at some point, have experienced the frustration of trying to work with a company where one hand doesn’t know what the other is doing.  

Looking to offer the best possible customer experience? Then recognise the balance of power has shifted

Posted by Magali Germain on Monday, September 18, 2017 - 20:19

Customer experience is one of the key battlegrounds where 21st century businesses can, and must, differentiate themselves if they want to succeed. Any organisation looking to do this will have to understand and face the four fundamental forces: a shift in power towards consumers, an ever-expanding volume of data, new communication channels created in the digital transition, and the need to maintain regulatory compliance. But what do these forces look like? 

Machine Learning in Identity Resolution

Posted by Holger Wandt on Wednesday, May 31, 2017 - 13:32

Business intelligence trends show that the focus on data analytics is rapidly increasing. New and improved data analytics tools are being created, such as the Google Analytics 360 suite. Last year Gartner stated that it is Google's intention to compete in enterprise data-driven marketing and analytics. Interesting stuff, which once again shows data management is more dynamic than ever.

3rd-party research service survey findings: how customers are using Quadient

Posted by Rob Daleman on Tuesday, May 23, 2017 - 13:49
Enterprises and organizations continue to be inundated with data. In a recent report from IDC estimates are that the world will create 180 zettabytes of data in 2025, up from less than 10 zettabytes in 2015. With that much data being created, IDC analysts argue that data monetization will become a major source of revenue for organizations in the future.

KYC 2.0, Part 5: A Single Customer View

Posted by Esther Labrie on Thursday, March 23, 2017 - 13:58

I began this blog series by stating you can try to create a successful company, but it won’t come together unless there is smart data management at the heart. The core of smart data management itself is a Single Customer View (SCV). With a SCV, you can provide users with the information they need, when they need it, without disturbing the day-to-day operation of these systems. As a result replacing one of the underlying systems only gets easier.

Walking the walk…

Posted by Scott Draeger on Thursday, February 16, 2017 - 14:04

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.)

KYC 2.0 Part 3: Enrichment

Posted by Esther Labrie on Thursday, February 9, 2017 - 14:07

My last blog of  the KYC 2.0 series was devoted to privacy compliance. I talked about a non-intrusive way of building a record for each customer that holds all the necessary information in case you need it for privacy compliance. Quadient's statement: If handled properly, privacy compliance can be a real value driver. Ok, so I just assume by now you know about the holistic approach for financial services. Now let’s focus on another vital part of KYC 2.0: enrichment.

KYC 2.0 Part 2: Privacy compliance

Posted by Esther Labrie on Friday, January 6, 2017 - 14:05

In my last blog, I told you about the holistic approach Quadient takes on handling the digital transformation financial services are going through. The main idea: Don’t just build strong departments; create a successful company with sound data management at the heart. As promised, I will now take you along in the next step on our way to Know Your Customer 2.0: Privacy Compliance.

Listen to...the customer!

Posted by Holger Wandt on Monday, November 28, 2016 - 14:10

The starting point of customer lifetime value lies in making sure that the input of data is correct, valid, complete and standardized. This guiding principle is used in traditional data quality management, but it most definitely applies to "new" ways of dealing with customer data. New channels, online contact forms, self-service portals, different customer behavior - the changing environment adds new challenges to the art of intelligent data management.

The Missing Link to CX Transformation

Posted by Scott Draeger on Monday, November 14, 2016 - 08:00

When it comes to the CX strategy, customer communications are often one of the most overlooked—yet critical—components of the customer journey. In many cases, the CX strategy tends to focus on frontline communications— training and coaching employees regularly on how to best speak (and interact) with customers.

Keeping it Simple: The Top 4 Business Benefits of Customer Communication Management

Posted by Rob Daleman on Monday, October 31, 2016 - 08:00

While the business benefits to adopting a centralized customer communication management (CCM) solution are plentiful, discussions around CCM can be complex at times. Let's break it down and make it simple. Here we will highlight four fundamental ways in which CCM will improve your business.


1. Improve the customer experience

Centralized CCM platforms that enable real-time, cross-channel, interactive communications result in dramatically higher customer experience. They achieve this in the following ways:

How to Become CCXP Certified

Posted by Laurent Ghio on Tuesday, October 25, 2016 - 17:12

Let me tell you about how I passed the CXPA certification to become a CCXP (Certified Customer Experience Professional).

Why?

I like to take on new challenges. For years, I’ve been looking at our customers through the lens of my product marketing responsibilities I wanted to think outside of the box, I wanted to get closer to our customers and understand their moments of pain and delight.

The Honeymoon is Over: The Importance of Courtship Throughout the Customer Journey

Posted by Rob Daleman on Monday, October 24, 2016 - 08:00

Consider this: your organization spends millions to attract prospective customers with engaging messages and content distributed through modern communication channels, including YouTube, social media, mobile ads, and more.

Now, think of all the interactions that take place after you have won a customer; contracts, welcome kits, bills, statements, claims processes, customer correspondence, upsell and cross-sell communications, and so on. How do they measure up?

Be Still My Millennial Heart, My Two Favorite Brands and Why I love Them

Posted by Arianna Valentini on Monday, October 17, 2016 - 21:11

As a millennial, I often get asked “what makes you invest in a product or service”? While I’m not the expert on my generation, a cohesive customer experience is what keeps me coming back to a company. To illustrate what I mean by this, I want to share two of my favorite companies that I regularly purchase from and the customer experience for each.

Everlane

The CCM Tides Are Turning: Why You Need to Pay Attention

Posted by Tamir Sigal on Monday, October 17, 2016 - 19:36

If you follow GMC Software on social media, or had the pleasure of attending one of our 2016 Inspire Days user conferences, you already know that we just launched our first-ever book: "The Authoritative Guide to CX Excellence: Unlocking the Power of Customer Communications Management".

GMC Software is betting on you!

Posted by Scott Draeger on Wednesday, October 12, 2016 - 19:25

The last two weeks have been amazing, as we had Inspire Days events in Barcelona, Spain and Marco Island, Florida in the United States. Between these events, I was able to share our roadmap with over 300 customers, many partners, and even some enthusiastic prospective customers.

As I took the stage in Barcelona to deliver “The Future of CCM,” I snapped this photo of the audience just after tweeting “These are the people we are betting on.” 

Driving data quality in customer communication management

Posted by Holger Wandt on Monday, October 3, 2016 - 14:12

Last week, I had the pleasure to present at the GMC Inspire Days EMEA in Barcelona. During this event, a lot of new developments in the field of customer communication management (CCM) were presented and discussed. For three days, some 300 participants shared insights, ideas and opinions on technology, business, customer journey mapping, data management and many other related topics....

What is Customer Communication Management? (Part Two)

Posted by Scott Draeger on Tuesday, September 6, 2016 - 18:30

In the last blog entry, we went through a quick history of the channels that are involved in a CCM (Customer Communication Management) portfolio, focusing on the organizational silos that grew up around these new technologies as they emerged. In this blog, we will talk about how people turn their business needs and opportunities into great communications.