Quadient Blog

Connecting ideas and people.

Badge in! Conference season is in full swing

Posted by Scott Draeger on Tuesday, April 23, 2019 - 16:27

I am writing today’s blog entry on my flight to Xplor 2019 in Las Vegas, excited to kick off Conference season. Then, it’s Document Strategy Forum in Anaheim, and finally the NG Financial Services Tech Summit in Denver. Each conference this year has a different vibe. This year, we seem to be facing a challenge of establishing control over communications delivery systems in an age of the customer.

Complex documents are arduous. And your customers' don't care.

Posted by Rob Daleman on Thursday, April 11, 2019 - 17:39

Complex documents (e.g. an insurance policy, contract or welcome kit) are communications that consist of a host of variable elements. They are governed by complex business rules and logic, using metadata to ensure customers receive the content and options that best match their individual profiles and needs, across all output types and channels.

When a customer receives one, they have no idea what makes it complex. 

And they don’t care. 

Solving the mystery: How insurers can overcome common challenges of implementing a great CX strategy

Posted by Andi Dominguez on Wednesday, April 10, 2019 - 15:33

According to a survey conducted by Forrester, and Heidrick & Struggles, 84% of Customer Experience (CX) pros said that their insurance firms place CX as a higher priority than two years ago. 76% of the executives surveyed said that improving CX is a high or critical priority.

With this level of conviction, the customer experience these insurance organizations are delivering must be outstanding.

Delivering choice, convenience and personalized service in the digital age

Posted by Andi Dominguez on Thursday, April 4, 2019 - 22:24

Considered the first smart phone, IBM’s Simon Personal Computer was available to consumers in 1994, over a decade before Apple’s first iPhone. Smartphones put information at the fingertips of millions of consumers and today, people use smartphones to research, shop and purchase any number of products and services, including insurance, according to their individual needs, wants and preferences.  

Quadient Inspire: Tools to Help Customers Win

Posted by Jasjeet Mavi on Thursday, April 4, 2019 - 19:50
Using Quadient Inspire, we created a backend that allowed us to create labels of varying sizes, print configurations, content management and reporting. This created an efficient process of designing, testing, quality control and production while keeping the turn around time minimal. Moreover, we can deploy the solution for new clients in just a few minutes.

Are you Prepared for the Future of Customer Communications? 7 Critical Questions you Need to Ask

Posted by Stephanie Clarke on Wednesday, April 3, 2019 - 06:26

Now that you've read our new eBook "Top 12 Customer Communications Trends to Watch in 2019 and Beyond", what things should your organization consider to adequately prepare for what's to come? 

4 Strategic Trends to Adopt for Long-term Customer Communications Success

Posted by Stephanie Clarke on Wednesday, March 27, 2019 - 20:13

When formulating or refining your organization’s customer communications strategy, it’s important to consider not only where the customer communications management (CCM) industry is today but also where it’s heading in the future.

Having the ability to anticipate the future state of CCM and take the steps necessary now to ensure you’re prepared for what’s to come is the key to your customer communications efforts being successful down the road.

The Future of Customer Communications: 18 Unique Perspectives

Posted by Stephanie Clarke on Wednesday, March 20, 2019 - 17:56

In 2019, customers expect every company they do business with to act and interact like their favorite technology brands. Today’s hyper-connected consumers are using mobile technology to research, shop and make purchases and they expect the organizations they do business with to communicate with them on a personalized, relevant and contextual basis. 

Customer Transformation is no longer quiet at Quadient…

Posted by Scott Draeger on Wednesday, March 13, 2019 - 21:26

I’ve been working on Quadient’s Customer Transformation Initiative since August, and I’ve been pretty quiet until this week. Since August, I have been very busy listening to customers, prospects, and even some people at accounts we didn’t win. I spent a lot of time with analysts, our services team, and customers in several countries. I have also had the pleasure of working with a skunk works team on something very special. Quadient has created some revolutionary technology that brings incredible speed and efficiency to legacy CCM migrations.

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.

Are You Response Ready? The 4 Main Challenges to CX Success and How to Overcome Them

Posted by Stephanie Clarke on Wednesday, March 6, 2019 - 19:23

A great customer experience (CX) evokes positive feelings and emotions, which leads to happy, satisfied customers and increased loyalty. It also helps businesses stand out from the competition—in fact CX is rapidly becoming a more important differentiator than product or price, especially in industries that are heavily regulated.

 

How do you improve customer experience? 4 trends impacting your CX efforts

Posted by Rob Daleman on Friday, March 1, 2019 - 16:39

Improving customer experience means creating a more positive perception in the minds of customers in both how they are treated by your company, and the feelings that they have across their interactions with your organization. Every touchpoint contributes to the overall customer experience. Managing customer interactions is therefore critical for delivering an excellent customer experience.

 

Insurers can see the future. So, what’s holding up the party?

Posted by Andi Dominguez on Tuesday, February 12, 2019 - 18:20

Insurers are still playing catch-up with the needs and expectations of today’s digital savvy customers.

These hyper-connected consumers are using mobile technology to research, shop and make purchases and they expect the organizations they do business with to communicate with them on a personalized, relevant and contextual basis.

Don’t Throw All Your Eggs into the Digital Basket: Why Insurance Companies Should Employ a Hybrid CX Approach

Posted by Rob Daleman on Wednesday, February 6, 2019 - 19:45
Digital. Digital. Digital. It’s been all the talk, not just in the insurance area, but in every industry. If you want to stay competitive and maintain customer loyalty you need to go digital. Customers don’t want call centres and brick and mortar locations any more, they want digital experiences, right? Wrong. New research from Forrester’s Customer Experience Index (CX Index™) reveals that committing to a full-on digital approach may actually lead to failure. Read more.

Customer communication unification: start building your business case

Posted by Scott Draeger on Tuesday, February 5, 2019 - 14:53

In the past, you might have heard a few marketing people demanding that a communication is “on brand,” meaning the style, language, visual representation and tone is using approved content. Today, CX programs are in control of more and more communications that impact customer experience, and being “on brand” has become a commodity. The real challenge now lies in delivering personalized communications that are consistent and compliant, through the channel or channels customers prefer.

Did you ever have to make up your mind?

Posted by Andi Dominguez on Tuesday, January 29, 2019 - 19:58
Customer experience (CX) metrics are important. Insurance companies can use them to: 1. communicate the rationale for previous investments, 2. validate whether improvements to the customer experience have taken place, 3. set goals and targets for future improvements, and 4. intervene when remedial action is needed. But there’s a problem...

From disconnected to unified communications in 6 steps

Posted by Scott Draeger on Tuesday, January 29, 2019 - 12:10

Organizations are often reluctant to change an operational environment, for various reasons. You may think to yourself, “my company makes millions of customer connections every day and it’s going well.” You might even have metrics that prove the contribution of each project to each department, or multiple years of data showing trends of cost reduction. But, you probably are not fully accounting for the ownership and operational cost of each system.

It’s a Must in the Digital Age: a Seamless, Efficient Claims Process

Posted by Andi Dominguez on Thursday, January 24, 2019 - 22:25

The arrival of the digital age has created higher customer expectations. Today’s customer expects whatever organization they’re interacting with, no matter what the industry, to provide a seamless, efficient, omni-channel experience.

The majority of large retail and investment banks were early adopters of digital strategies which allowed them to be some of the first organizations to digitally transform themselves and keep pace with customer expectations.

Calculating the True Cost of Your Customer Communication Strategy

Posted by Scott Draeger on Monday, January 21, 2019 - 17:21
Editor's Note - This article was originally published in Document Strategy Media on January 8, 2019. As customer experience (CX) thinking continues to take center stage in leading enterprises, customer communications are seen as critical for bringing improved customer experiences to fruition. In shifting customer communication to a strategic function, it is important to know the true costs involved in communicating with customers in order to have a clear understanding of the return on investment.

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.