Quadient Blog

Connecting ideas and people.

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.

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.

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.

Outperform at Onboarding: Put the Customer First

Posted by Rob Daleman on Tuesday, May 28, 2019 - 22:09

Congratulations to the team at Santander UK for being awarded the 2019 Celent Model Bank award for Commercial Customer Onboarding!  This prestigious award was launched 12 years ago and recognizes financial institutions for best practices of technology usage in different areas critical to success in banking.  According to Celent, this year's awards were incredibly competitive, with 140 projects having been submitted by 80 institutions in 30 countries.  Quadient is proud to have played a part in the project that Santander UK undertook to earn this recognition.<

Finance industry is ‘one court case away’ from CMC onslaught

Posted by Andrew Stevens on Thursday, March 7, 2019 - 16:08
Editor's note - This article was previously published in Intelligent CIO on March 7, 2019 by Alix Pressley. After targeting PPI repayments and penalties for Payday Loan Companies, consumer Claims Management Companies (CMCs) will now set their sights on financial organisations that have suffered data protection breaches, customer experience expert Quadient has warned.

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.

 

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.

 

Two interviews with digital transformation leaders in Chile

Posted by Antoine Hemon-Laurens on Monday, December 3, 2018 - 20:45
In this post, I relate a series of interviews conducted with leading digital transformation leaders working for companies in Chile. The theme of these interviews was about the impact of digital transformation on their industry. 

How to have a relationship with a customer you’ve never met

Posted by Andrew Stevens on Tuesday, September 25, 2018 - 15:49

Expectations of what a bank should be are constantly being raised and not just by other banks. Banks are being measured against providers of non-financial services too. 

Consumers are comparing the digital experience they have with their bank to the digital experiences they have with companies like Starbucks, Apple, Amazon and more.  

Speaking of Amazon, recently it was reported that Amazon is considering offering chequing accounts. 

CCM and the Cloud – The Sky’s the Limit

Posted by Rob Daleman on Friday, August 31, 2018 - 21:02

Customer communications management (CCM) systems are often overlooked when it comes to the cloud.

 

This is a mistake.

 

Technophobia: The Fear of the Smartphone in Mobile Banking

Posted by Chris Chamberlain on Thursday, July 26, 2018 - 21:19

The Financial Conduct Authority (FCA) recently published the latest analysis from its Financial Lives survey, which looked at the preferences and habits of nearly 13,000 people from the UK. Interestingly, the survey revealed that consumers in rural areas appear to be suffering from technophobia when it comes to banking services: they are far less likely to use their smartphones for banking than those living in urban areas.

Moving to a digital experience will pay dividends for financial institutions

Posted by Andrew Stevens on Thursday, July 19, 2018 - 14:46

Digital business transformation is a must if financial institutions want to keep pace with customer experience expectations.

According to Peter Wannemacher, Principal Analyst at Forrester, many financial institutions are moving towards an omni-channel, digital experience but, unfortunately, they are not keeping pace with shifting customer behaviours and expectations.

“If you can’t keep pace,” Peter Wannemacher warns, “you risk becoming irrelevant which could impact your organization’s growth and sustainability.”

You can bank on us: Customer communication lessons to learn from TSB’s problems

Posted by Chris Chamberlain on Monday, June 18, 2018 - 18:18

It’s been hard to ignore recent headlines about TSB Bank’s IT problems. Tens, if not hundreds, of thousands of customers were left locked out of their online accounts after the bank’s planned IT migration didn’t go according to plan. 

The lack of service, which can now be measured in weeks, would be bad enough. But the problem escalated when some people reported they could access other customers’ accounts and see their balances – one man granted access to £35,000 couldn’t even get through to flag the issue.

Reinventing the banking wheel to stay relevant

Posted by Andrew Stevens on Wednesday, April 11, 2018 - 21:05

Traditional banks have faced major disruption in recent years, thanks to changing consumer demands and increased competition from challenger banks. As a result, banks such as the Royal Bank of Scotland have been examining ways to reinvent themselves. Last week, Sky News revealed that RBS is working on plans to create a standalone digital bank to compete with emerging disruptors, such as Monzo and Revolut.

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.  

In 2018, Mobile is Still Not the New Branch

Posted by Rob Daleman on Tuesday, December 19, 2017 - 00:35

I remember opening my first bank account when I was young.  The bank branch manager was a neighbor that my family knew well, and we went to the bank branch to open the account.  I received a shiny new passbook for my account - which I would use to log every entry in and out of my account.  Over time, I got to know the tellers I would visit, and I can still recite the numbers on that account, as I wrote them clearly on the back of every pay check that I deposited into that account.

Dear banker - It's time to put the customer at the center of your onboarding journey

Posted by Rob Daleman on Tuesday, December 5, 2017 - 13:12

Few industries are feeling the effects of digital transformation more deeply than financial services.  According to Celent, in the last five years the global investment community has been ramping up investments in technology start-ups, specifically targeting the financial services industry.  By the end of 2015, Fintechs were already working with an estimated IT spend of nearly $20 Bn USD and growing.  Clearly, the financial services industry is a very attractive sector in which to focus the development of disruptive technologies.