Quadient Blog

Connecting ideas and people.

Place new opportunities at your customers’ fingertips: leveraging Dynamic Communications to drive engagement

Posted by Michael Doomen on Thursday, January 17, 2019 - 16:07

When you work with the Quadient Suite, you quickly become familiar with Quadient Inspire Designer. Besides its powerful document creation tools, it provides you the option to create Dynamic Communications. Sounds cool enough, but what is a Dynamic Communication and why should you care?

Dynamic Communications (also often called a ‘DC’) takes customer communications to the next level and allows you to communicate with your customers in a whole new way. Let me take you on a journey. 

Solid validation of Quadient’s CX focus

Posted by Scott Draeger on Wednesday, January 16, 2019 - 17:11

Anyone who pays attention to the CCM (Customer Communications Management) market eagerly awaits any research updates by Forrester’s Craig LeClair. He covers CCM as well as RPA (Robotic Process Automation.) On January 11, Forrester Research released the latest industry report on CCM from Craig and his three coauthors.

Communications & Technology: the 4 CX trends for 2019

Posted by Esther Labrie on Wednesday, January 9, 2019 - 14:32
We are living in a rapidly evolving world, where all customers are exceedingly connected, and technology is highly digital. Customers are educated, bombarded with communications and spoilt for choice. Differentiation via price and features is no longer sufficient; customers today place significance on excellent experiences as the most desired option when making purchasing choices. For organizations this means an increasing linkage between success and technology. This blog outlines the key CX tech trends that CX professionals must address to stay ahead of the game in 2019 and beyond.

New Year, new channels… Quadient on Twitch.tv

Posted by Scott Draeger on Monday, January 7, 2019 - 17:47

Happy New Year! When the calendar changes, thoughts turn towards new things. At Quadient, we are always watching for new and interesting channels. We are also constantly looking for new ways to engage with our current and future clients. Every once in a while, things converge. We are at one of these convergence points today. 

Customer Blog: Preparing an executive demo of Quadient® Inspire

Posted by Mitch Kocen on Thursday, January 3, 2019 - 22:09

Congratulations! Your months of planning, dedication and hard work lead to the successful implementation of your Quadient Inspire solution! Now that you’re done, senior leadership wants a demo, to see what all this fuss has been about. You have 15 minutes next week to present the solution, justify the effort and build enthusiasm for the next phase of the implementation. How are you going to wow them?

Why insurance companies need to mind the gaps when it comes to customer experience

Posted by Andi Dominguez on Friday, December 21, 2018 - 15:52

Anyone who has ever had to make an insurance claim knows that even when it’s a minor claim it’s an inconvenience.

The arrival of digital has improved the process significantly -- from digitizing communications to automating processes (digital has transformed how insurers operate and how they communicate).

Why making customer experience a priority is a good idea

Posted by Esther Labrie on Tuesday, December 18, 2018 - 22:32
Recent studies show that Customer Experience (CX) leaders generate 5.7 times more revenue than companies that do not make customer experience a priority. It’s no surprise then, that the way customers perceive their interactions with brands has become a primary focus for businesses. Quadient makes sure customers are enabled to deliver an excellent experience that will help them outperform the competition. This blog talks about some of the most obvious but also complex insights that demonstrate why focusing on CX really is a good idea.

TAM: it stands for “Technical Account Manager” and “Success”

Posted by Greg Park on Tuesday, December 11, 2018 - 23:24

Whenever an organization commits to implementing a new IT solution they do so with the goals being seamless integration with their existing infrastructure, attaining the results they envisioned and optimizing their return on investment. In most cases these goals are achieved while in the hands of an organization’s internal IT resources. However, sometimes the addition of an individual well-versed in the chosen solution is required to reach project success.

 

Customer Blog: Quadient® Inspire sets the standard for CCM

Posted by David Nixon on Tuesday, December 11, 2018 - 22:42

My experience with Quadient Inspire started around five years ago, when it was chosen to be the single platform at New Zealand Post Limited that replaced a mixture of nine different legacy platforms.

Inspire was the first composition tool I encountered where there wasn’t a reliance on at least one other software tool to do pre- or post-processing steps to enable an end-to-end solution for customers.

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.

 

Using Digital Transformation to Deliver a Better Customer Experience

Posted by Andrew Stevens on Tuesday, December 11, 2018 - 17:10

An important point for members of the FI industry to acknowledge is that they are not in the business of providing financial services and products; they are in the business of providing customer experience.

 

If they don’t already think this way, they should.

 

Customer expectations for every organization in every industry have changed and the FI industry is not immune to these expectations.

Customer Transformation

Posted by Scott Draeger on Monday, December 10, 2018 - 22:22

It’s been a while since I posted a blog entry. That’s because I have a new and exciting role at Quadient, as the VP of Customer Transformation. You might think it’s a pretty strange title, and I would agree. At Quadient, we’ve been doing things differently for a few years, and it’s time to use our recent experiences to help our customers make some of the same improvements that we have made. 

Digital transformation versus digital solutions: What are the differences and interdependencies?

Posted by Antoine Hemon-Laurens on Tuesday, December 4, 2018 - 16:26
As I often speak at conferences about digital transformation, I am inevitably asked just what is "digital?"  This is a simple question but difficult to answer. At first people confuse digital transformation and digital solutions. These are two different things with completely different implications as it touches on different ecosystems.

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. 

Informed Delivery in 2019

Posted by Bob Schimek on Friday, November 30, 2018 - 17:28

The Postal Service™ Informed Delivery™ program has been a work in progress for several years.  It started out as a small pilot test in Virginia.  The pilot was later expanded to include much of the New York City and Washington DC metropolitan area.  Informed Delivery then expanded nationwide and was a major theme at both the 2017 and 2018 National Postal Forums.  

Postal Service Promotions for 2019

Posted by Bob Schimek on Friday, November 30, 2018 - 17:26

The Postal Service™ was forced to go more than a year and a half with no Board of Governors, which resulted in no promotions being offered to the mailing industry in 2018.  After the successful appointment of two Governors, the Postal Service wasted little time in seeking the approval to file for a price change which included a full calendar of promotions for 2019. 

Marketing Mail Forecast: Thunderstorms Likely

Posted by Bob Schimek on Friday, November 30, 2018 - 17:22

August 23, 2018 started out as a typical uneventful day.  No one would have predicted the thunderstorm and lightning strike that the Postal Service was going to hit the mailing industry with that day.

Global data: how to match Latin and non-Latin data

Posted by Esther Labrie on Monday, November 12, 2018 - 12:55
The western world often tends to forget about those parts of the world where languages are not based on the Latin script. This is remarkable, since the language Top 10 according to Babbel (determined by its number of native speakers) contains no less than seven non-Latin languages! For data quality experts like Quadient, it means that we need to help our customers worldwide to face data challenges regardless of the language that they present themselves in. So, following my blog about diacritics in the Latin script, I will now zoom in on non-Latin characters.

Becoming Connected: Putting All the Pieces Together

Posted by Andi Dominguez on Friday, November 9, 2018 - 17:16

As insurance carriers continue to intensify their focus on customer experience (CX), they are working hard to create an executable strategy that can successfully pull together traditional customer service, multichannel customer touchpoints and social outreach. However, there are three key challenges that need to be addressed when it comes to communicating with customers in a way that improves the customer experience.

Here’s Everything You Need to Know About the 2019 Postal Service Price Change

Posted by Bob Schimek on Wednesday, October 31, 2018 - 17:01
As the mailing industry headed into the second half of 2018, more and more questions started to be raised around the Postal Service next price change and how should the industry plan and budget for this event. The Postal Service made it very clear that any price change would require Board of Governor approval before proceeding. While no specifics were ever provided, the general signal to the industry was “if Governors were approved”, the 2019 price change would be a relatively vanilla price change given that there would be very little time to get them up to speed and get the necessary approval. Based on that, many in the mailing industry budgeted for roughly a 2.5% increase for 2019.