Quadient Blog

Connecting ideas and people.

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.

Customer Focused CIOs Should Avoid Bimodal IT

Posted by Rob Daleman on Wednesday, November 1, 2017 - 17:22

Last week, we examined the pressures on the CMO to deliver faster, more relevant innovation to drive customer engagement across a growing number of channels, and how these pressures continue to lead to a proliferation of Martech software acquisitions that are disconnected from traditional IT systems. In fact, reviewing marketing spend on traditional vs. new forms of advertising make it clear – CMOs continue to transition away from traditional marketing channels to put their time, attention and budget into digital marketing.

IOT and Data Quality - The Next Challenge in CX Excellence

Posted by Rob Daleman on Tuesday, October 10, 2017 - 21:33

Over the past two weeks, we’ve looked at the importance of addressing weak links across your business to activate a better customer experience, along with some strategies to better prepare your business to compete via improved CX.  This week, we will dive into the growing importance of data in powering great customer experiences, and the critical role that data quality will play soon. One of the biggest factors impacting data growth is the pervasive use of mobile devices.

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.)