Quadient Blog

Connecting ideas and people.

Differentiation Is Tough, But Worth It.

Posted by Scott Draeger on Wednesday, August 28, 2019 - 15:33

Everyone talks about differentiation. But a lot of companies are just following a trend of talking about differentiation, which is more like “same-iation.” If you’re talking about differentiation, Quadient believes you should have something different to show for it. Quadient’s Customer Journey Mapping tool is just that.

As you may know, Quadient has been actively improving CX (Customer Experience) for a while now. We have employees who are certified as CCXPs (Certified Customer Experience Professionals) and others who have earned additional certifications in the area of CX.

Do you need the “Handbook for the Recently Acquired?”

Posted by Scott Draeger on Wednesday, August 28, 2019 - 10:57
Anytime there is big news in the CCM industry, my thoughts turn to the impacted users. What do they think when an announcement impacts their technology? How will this impact their next project? Will the news wreck a project in progress? Is their support arrangement going to change? The latest acquisition news reminded me of an old movie, “Beetlejuice,” from 1988. In the movie, the recently deceased Adam and Barbara are issued a copy of the “Handbook for the Recently Deceased” to help them navigate their transition into the afterlife. I was thinking, what if there was a “Handbook for the Recently Acquired” for users impacted by mergers.

Journey Mapping Has Evolved. Are You Keeping Up?

Posted by Avi Greenfield on Thursday, August 22, 2019 - 20:47

The path in which customers engage with companies is no longer a linear one —it’s constantly changing. Consumers are interacting with brands through whichever channel is most convenient in the moment, and their needs and preferences are changing constantly. These factors are resulting in a few key challenges for organizations.

Consumers are expecting organizations to:

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.

CX Day is Only 2 Days Away!

Posted by Mirza Baig on Monday, June 24, 2019 - 15:26
Bolster Your CX Knowledge: Complimentary 3-Hour Virtual Event. On Wednesday, June 26 prepare to be inspired. That’s the day the third annual Quadient CX Day takes place. This year’s event features another impressive lineup of speakers and participants. Best of all, this three-hour virtual event is absolutely free to register for. It all kicks off at 9:00 AM EDT/2:00 PM BST/3:00 PM CST.

Relieve Compliance Stress: A Modern CCM Platform is Just the Medicine

Posted by Stephanie Clarke on Wednesday, June 5, 2019 - 01:28

Being a compliance officer is not for the faint of heart.

In a nutshell their job is to ensure their company complies with outside regulatory and legal requirements as well as internal policies and bylaws.

What “The 2019 Aspire Leaderboard for CCM” means for you in 2024

Posted by Scott Draeger on Thursday, May 30, 2019 - 15:21


Despite starting this post by talking about GAAP accounting for software, I promise it will get less boring by the end. The Aspire Leaderboard for 2019 identifies Quadient as the Overall Leader in the CCM market. While that’s great for 2019, let’s look out to 2024.

10 Things to Consider When Evaluating CCM Platforms

Posted by Scott Draeger on Wednesday, May 29, 2019 - 19:21
In reviewing the 2019 Aspire Leaderboard, there are several ways to look at the results. With 23 competitors fighting hard to define the CCM market in a time of change, the lens through which you look at the results is important. Some companies are focusing on doing a simple thing very well at scale. Others are pursuing an acquisition strategy to add capabilities to a growing portfolio. Some are investing in growth by acquiring large venture capital injections. While corporate strategy and competition is interesting, it’s not nearly as important as your projects. So, let’s look at the impact of corporate strategy on the projects you have, today, tomorrow and beyond.

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.<

Quadient Named Overall Leader for Second Consecutive Year on the 2019 Aspire Leaderboard

Posted by Scott Draeger on Wednesday, May 22, 2019 - 14:45

The results are in, and we are incredibly proud to have been recognized once again by Aspire Customer Communications Services as an Overall Leader in 2019!
 

 

 

Determining the best CCM solution for your business

Posted by Scott Draeger on Tuesday, May 14, 2019 - 20:36

Include the Aspire Leaderboard in your discovery process for a valuable, independent perspective

Conducting your due diligence in order to determine which CCM solution will make the best choice for your organization can be a complex undertaking. The Aspire Leaderboard helps simplify the process.