Quadient Blog

Connecting ideas and people.

A problem a decade in the making: are you “Digital First” or “Digital Only”?

Posted by Andrew Stevens on Wednesday, July 25, 2018 - 22:51

I was clearing out the family storage room recently and found my old work notebooks from my past life in financial services. Flicking through them, I discovered that I’m just about to pass the tenth anniversary of the first time I heard of a now famous (or infamous, depending on your point of view) concept for technology in the banking world. 

Not-so-lovely spam, not-so-wonderful spam

Posted by Tim Dimond-Brown on Monday, July 23, 2018 - 20:54

For a word that was only coined in 1937, “spam” has had an interesting journey – from canned food, via Monty Python sketch, to one of the major consumer irritations of the digital age. Businesses are feeling the stress of spam too – and not just because they’re also on the receiving end. Organisations that exist purely to spam consumers with irrelevant messages help give all customer communications a bad name – and make consumers more wary of relevant, useful information from scrupulous organisations.

Employee engagement: the key ingredient to having your CX cake and eating it too

Posted by Tim Dimond-Brown on Monday, July 23, 2018 - 20:00

There are a lot of elements to the customer experience (CX) process, from recording customer data to running CRM systems. It’s like baking a cake: the operation cannot succeed without all the right ingredients, and failing to follow the recipe could lead to disaster. 

 

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.”

Quadient July eNews

Posted by Rob Daleman on Monday, July 16, 2018 - 17:13
More great news to share this month including Quadient being ranked as the overall CCM Leader on the 2018 Aspire Leaderboard; MyCustomer's 2018 global CJM research report; plus a couple of customer stories including David Nixon from the New Zealand Post and Paul DeSantis, CIO of ANRO on how print is alive and well.

CCM as part of the larger digital experience ecosystem

Posted by Scott Draeger on Thursday, July 12, 2018 - 16:18

I know you expect a lot from Quadient. We’ve been busy since the launch of R12 in May. The PMM team finished the FMAP (First Mover Advantage Program) release 12.2 and scoped the 12.3 FMAP to advance the roadmap we’ve been bringing to you for the past few years. We’ve been innovating by following your applications, listening to the people in your organization, and adjusting our approach to make it easier for you to communicate with your clients. 

GDPR: where there’s risk, there’s reward

Posted by Esther Labrie on Wednesday, July 11, 2018 - 01:22

Making changes to your business to meet the GDPR requirements is an expense, that’s true. But the risks of not complying with the mandates are serious, from fines to negative PR. Can you prove that you have appropriate and adequate controls in place to manage personal data? If not, you’ll need to get organized, and if (or when) the GDPR regulations change again, you’ll need to be flexible enough to keep your operation compliant. 

The top 5 requirements for any GDPR-solution

Posted by Esther Labrie on Wednesday, July 11, 2018 - 00:31

In this blog, we will discuss what you should expect a GDPR software solution to handle when it comes to consumer’s rights. We believe that whatever solution you ultimately choose, it will need to be able to provide:

How does an end-to-end solution for GDPR work?

Posted by Esther Labrie on Tuesday, July 10, 2018 - 17:56

Quadient receives and answers a lot of questions about the GDPR that other vendors aren’t always able to answer. “What is an end-to-end solution for GDPR, and does my organization really need it?” is the most frequently asked question. This blog will answer that question for you. In order to do so, we’ll start by taking a look at one of the most important consumer rights: to know which personal data has been stored.

Subject Access Request

Omni-channel data calls for a 360-degree customer view

Posted by Esther Labrie on Thursday, June 21, 2018 - 21:01

Without an accurate and complete view of the customer, organizations struggle to address their (future) customer properly. Data issues get in the way of understanding customer preferences, tailoring communications, responding quickly and, ultimately, optimizing the customer experience (CX). To fully leverage data as a strategic business asset, the organization must put data at the center of the CX technology ecosystem. To do that you have to be able to capture and leverage customer data from every channel. 

 

Consumers are in the driver’s seat - and they demand a Ferrari

Posted by Esther Labrie on Thursday, June 21, 2018 - 19:38

Consumers today have the power. They are not going to wait around for a business to approve them if another can do it in real time. Opening a savings account for example should be a simple operation. If the bank can’t check your data against sanction lists, or perform a credit check automatically, another one can. And it’s the latter that will win the battle for that new customer. 

Insurance companies face an Amazonian threat – but does it demand a herculean reaction?

Posted by Simon Perry on Wednesday, June 20, 2018 - 23:31

These are potentially trying times for the insurance industry. Commoditisation has caused a race to the bottom for some, with price comparison sites increasing the incentive to compete by offering customers the lowest possible price – even if this results in a worse customer experience overall, especially in the event they have to claim. 

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.

Quadient June eNews

Posted by Rob Daleman on Thursday, June 7, 2018 - 20:00

A lot of exciting news this month - including the launch of our new Inspire R12 release and Digital Advantage Suite.  We have also opened up registration and call for speakers for the 2018 Inspire Days Quadient users conference.  See below for information on upcoming training and new content available on Quadient.com.

Fined loads of D’OH! Avoiding angry customers by respecting communication preferences

Posted by Tim Dimond-Brown on Wednesday, June 6, 2018 - 18:00

Many will remember the hilarious Simpsons episode in which Homer starts his own telemarketing scam using an autodialling machine. In the show, ‘Happy Dude’ Homer offers happiness to the citizens of Springfield if they post him $1.  Homer is eventually called out for this activity, and made to call and apologise to everyone – and naturally uses this as an opportunity to ask for further money under the guise of ‘Sorry Dude’. 

What is Transportation Messaging?

Posted by Bob Schimek on Thursday, May 31, 2018 - 18:13

To best answer this questions requires taking a couple of steps back to provide some needed context.  A couple of years ago the Postal Service™ established the NOCC – National Operations Command Center.  The Postal Service has divided the United States into seven districts (Northeast, Capital Metro, Eastern, Great Lakes, Southern, Western, and Pacific) and each district has a Vice President of Operations.  Each district has a NOCC and it is used to communicate and coordinate the flow of mail through all the Postal Service processing plants.  Note, there is also an eighth NOCC located at USP

GDPR has arrived!

Posted by Elizabeth Dailing on Thursday, May 31, 2018 - 17:53

2016 brought us approval. 

2017 brought us implementation. 

2018 brings us enforcement and a skateboarding analogy. 

Are you ready? Or, are you risking it?

There’s a lot of talk about the potential impact of GDPR, the number of SARs (Subject Access Requests) a company will receive, what the organizational risk is and repercussions of the fines and penalties. What it really comes down to is the risk tolerance of you, your organization and your customers. 

Enterprise Payment Now Live

Posted by Bob Schimek on Wednesday, May 30, 2018 - 17:46

One of the major changes that will be taking place for everyone in the mailing industry over the next year will be the Postal Service’s rollout of their new Enterprise Payment System (EPS).  As with many of the new Postal Service systems, there will be several new acronyms that the mailing industry will need to become familiar with as EPS is officially rolled out.  EPS will require every business mailer to have an Enterprise Payment Account (EPA).  If your business has PO Boxes, you may have already had some exposure to the first phase of EPS which is being referred to as EPOBOL-Electronic

Omni-channel execution from a single UI!

Posted by Scott Draeger on Wednesday, May 23, 2018 - 23:11

At Quadient, we learn by listening. As our customers have been adding channels to their installations, they have been facing production stream management challenges. When customer preference collides with bounce backs and other undelivered messages, business users often have to track down pieces in several production systems (print, web, email, SMS, etc) to find the problem. This is often so much trouble, that business users choose to not support the channels customers love, which impacts CX negatively. 

Royal Mail – Fined, sealed, delivered

Posted by Mustafa Atik on Wednesday, May 2, 2018 - 15:46

It’s not often a £12,000 fine looks like a good deal. But, in light of GDPR coming into effect this May, the Information Commissioners Office (ICO) penalising Royal Mail £12,000 for sending more than 300,000 nuisance emails to customers who had opted out of direct marketing, could seem a bargain.