Quadient Blog

Connecting ideas and people.

7 Deadly Service Provider Sins to Avoid this Halloween

Posted by Darren Collins on Thursday, October 25, 2018 - 20:07
Find out how you can avoid these Service Provider horrors by joining our Halloween webinar co-hosted by PrintWeek | ‘Avoid the nightmare: Be the omni-channel engine that powers your clients’ success’ | October 31, 14:00 (GMT)

The Value of Quadient Professional Services

Posted by Greg Park on Wednesday, October 24, 2018 - 23:38
Having a professional services team isn’t unique, but neither is it a foregone conclusion for a software company. Some companies choose to rely entirely on a partner network to provide services. Quadient is deeply committed to our partner community, and we’ve also concluded that a professional services team is critical to customer success. Here’s why:

The Evolution of CCM

Posted by Steve Narancic on Wednesday, October 24, 2018 - 15:22

CCM is no longer just about making document production more effective or efficient. This is because of three significant changes in the Business Ecosphere: the need to have a digital strategy, customer experience being THE sales differentiator, and the biggest single disruptor to business – the consumer having greater choice, availability of information and control.

Are diacritics complicating your global business?

Posted by Esther Labrie on Wednesday, October 10, 2018 - 14:54
For the English-speaking world, diacritics are mostly these annoying marks that you cannot find on your keyboard. But for many others diacritics are an essential part of their language. In fact, incorrect use or omission of diacritics may have consequences for pronunciation as well as semantics. That’s where Quadient comes in. Because for those who know the importance of data quality, dealing with diacritics isn’t trivial, or just a matter of courtesy. It is essential for your business’ success. This blog lets you have a peek into one of the linguistic challenges that Quadient helps their global customers face.

Enhance CX by capitalizing on these key trends from APAC

Posted by Elicia Chan on Tuesday, October 9, 2018 - 22:32

Organizations that have made the commitment to being customer experience (CX) oriented generate 5.7 times more revenue than companies that haven’t made customer experience a priority.

Studies show that 81% of customers are willing to pay more for good service.

Companies that deliver a great customer experience outgrow companies that do not.

Brands that provide a superior customer experience become more profitable.

Why customer experience matters more every day 

Posted by Rob Daleman on Tuesday, October 9, 2018 - 20:31

Customer experience continues to be the buzzword of 2018.  Visit any business or industry conference, and you'll no doubt find keynote speeches and breakout presentations highlighting how your business can align itself to provide a better, more holistic customer experience.  Looking at Google trends, we can confirm that interest in Customer Experience as a topic is at an all time high and has been increasing consistently over the past 5 years.

The State of the CCM Market in 2018

Posted by Rob Daleman on Wednesday, October 3, 2018 - 20:17

Despite the continued projected growth and importance of the CCM market, sometimes it’s challenging to track down good information on the customer communications management market, along with a meaningful analysis of solution vendors.  Below, I will highlight the latest research available to help you navigate the evolving CCM market place.

The CCM Market is Set to Grow at 13.4% Through 2025

Data quality (or the lack thereof) and its influence on your CX

Posted by Esther Labrie on Tuesday, October 2, 2018 - 14:16
In the age of the empowered consumer, if you don't really know your customers then they're going to find a competitor who does. High quality, managed customer data will help you keep your customers, because it enables you to make the right offer to your customer at the right time and through the channel that they prefer. So that’s the theory. But are we really aware that high quality data is key to a great customer experience? Because it seems like something is holding companies back, or at least that’s the story these numbers tell us:

CJM: the 9 essential characteristics for building great communications

Posted by Esther Labrie on Thursday, September 27, 2018 - 14:00
At Quadient we get a lot of questions about what makes Customer Journey Mapping (CJM) successful and what rules its contributors should stick to if they want to continue to add to that success. That’s why we decided to align the 9 essential characteristics of any successful CJM solution.

Improving the customer experience with Customer Journey Mapping (CJM)

Posted by Esther Labrie on Thursday, September 27, 2018 - 11:33
What is CJM? A customer journey map is a step-by-step illustration of how your customers interact with your organization. It’s created by taking a walk in your customers’ shoes as they purchase and consume your products and services. Journey maps highlight customer needs, technical obstacles, and emotions throughout every interaction with your company. As a result organizations are able to take action and improve the customer experience.

Defining Customer Communications Management

Posted by Rob Daleman on Tuesday, September 25, 2018 - 21:46

While customer communications management (CCM) solutions have been around for nearly 3 decades, many of these systems have been implemented, used and managed by IT teams within the enterprise.  Modern CCM solutions, however, are extending capabilities out to new channels, and CCM is starting to catch the attention of the marketing community.  This may leave many marketers who are new to CCM asking themselves - What is customer communications management?

How to have a relationship with a customer you’ve never met

Posted by Andrew Stevens on Tuesday, September 25, 2018 - 15:49

Expectations of what a bank should be are constantly being raised and not just by other banks. Banks are being measured against providers of non-financial services too. 

Consumers are comparing the digital experience they have with their bank to the digital experiences they have with companies like Starbucks, Apple, Amazon and more.  

Speaking of Amazon, recently it was reported that Amazon is considering offering chequing accounts. 

Why insurance companies should put Quadient at the top of their consideration list

Posted by Andi Dominguez on Monday, September 24, 2018 - 21:01
Is the insurance company you work for in the process of assembling a shortlist of potential Enterprise Content Management (ECM) and Customer Communications Management (CCM) solutions? Read the recently published Novarica Market Navigator report which summarizes the requirements of insurers and the capabilities of the Quadient CCM offering, and you’ll appreciate why Quadient is the solution of choice for many insurance organizations.

Integrating Digital Touchpoints into the Overall Customer Experience

Posted by Rob Daleman on Thursday, September 20, 2018 - 20:03

During this week’s Inspire Days user conference in Boston, Bjorn Hildahl, Head of DXP Business Unit for Quadient presented on an increasingly important topic:  What is Digital Experience?

Bjorn defined digital as the change from an Enterprise determining how they interact with their customer to a model of the customer determining how they interact with the Enterprise.

It is all about interactive data and more specifically about:

CCM and the Cloud – The Sky’s the Limit

Posted by Rob Daleman on Friday, August 31, 2018 - 21:02

Customer communications management (CCM) systems are often overlooked when it comes to the cloud.


This is a mistake.


Will you be attending the 2nd biggest postal event of the year?

Posted by Bob Schimek on Friday, August 24, 2018 - 16:27

While the National Postal Forum is known as “the big show”, we are quickly coming up on the second biggest postal event of the year. Those that have been involved in the industry long enough will remember when the National Postal Forum was held twice per year. When the decision was made to cut back to a single forum per year, the second forum was replaced with what we now know as National PCC Week. PCC stands for Postal Customer Council. There are hundreds of PCC’s that are located across the entire United States.

Check Your Invoices, ACS Billing Schedule to Restart

Posted by Bob Schimek on Friday, August 24, 2018 - 16:07

Jumping back to April of 2018, some ACS (Address Change Service) customers got a little surprise when their monthly ACS invoice arrived. One example of this surprise was a mailer that typically had a monthly invoice of a couple of dollars suddenly had a bill for several hundred dollars. After some investigation by the Postal Service, a problem was identified in the logic used to determine which pieces are billed and which pieces are provided for free.

Enterprise Payment Update

Posted by Bob Schimek on Friday, August 24, 2018 - 10:57

In our last newsletter we covered a major change that will affect everyone in the mailing industry who pays postage or associated fees to the Postal Service.  The Postal Service has announced that they are actively migrating customers from the legacy CAPS (Centralized Account Processing System) system to their new Enterprise Payment System (EPS).  If you have not already been contacted by your local district to migrate, plan on hearing from them in the very near future.  

Managing the Move to Citizen Development

Posted by Rob Daleman on Tuesday, August 21, 2018 - 19:06

The past 10 years have been an amazing time for business users, as technology has brought increasing levels of capability to help users create their own solutions to problems they face.  In the late 2000s, IT teams largely adopted BYOD policies to allow individuals to select the devices of their choice, which helped bring more mobile technology into the enterprise.  During the same period, the proliferation of cloud solutions made it easier for business users to procure, deploy and implement a growing array of solutions without involving the IT organization.  Today, new low code development

How do you keep your customer in mind when going digital?

Posted by Rob Daleman on Thursday, August 16, 2018 - 20:25

As consumers, we are often the victims of digital processes that break down when they hit the physical world.  This weekend, we pre-ordered tickets for a show and arrived at the venue just before it was about to start.  Unfortunately, the online process was not fully digital – it required the output of paper tickets in order for us to hand over to the attendant and enter the show.