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.

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.

 

Why customer retention deserves your attention

Posted by Scott Draeger on Thursday, April 26, 2018 - 16:14
In a study by Sitecore and Forbes Insights, the top marketing priority for 58% of respondents was attracting new customers. 40% cited their top priority as turning current customers into customers for life. What the study didn’t indicate was that those 58% who are focused on attracting new customers are making a mistake. Here are some compelling facts to support this argument...

SP Transformation Day - The Service Provider Maturity Model

Posted by Didier Rouillard on Wednesday, April 11, 2018 - 22:14
Enterprises today are facing growing pressure from customers to digitize and streamline their processes and move from multi-channel to omnichannel platforms providing them with a better experience. Findings from the market suggest that print communication is moving in an interesting direction including packaging, labelling and 3D print. The future of print seems to be disconnected from the applications that traditional Service Providers (SP’s) are providing today – namely direct mail and transactional documents – when aligned with the objective for the enterprise to communicate and engage with their customers.Where should enterprises focus?

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.  

Top 4 mistakes companies make when it comes to personalization

Posted by Stephanie Clarke on Thursday, January 11, 2018 - 21:46


A personalized experience can be defined as an interaction or engagement that a customer has with a company that leaves them feeling as though their interests, behaviour and preferences were thoroughly taken into account. Organizations who are able to meet their consumers' emotional expectations at an individual level are better able to foster loyalty.