Quadient Blog

Connecting ideas and people.

Consistency in crisis communication… is that possible?

Posted by Magali Germain on Friday, December 8, 2017 - 16:11

Last Sunday, I flew from Zurich to Paris where I was supposed to take the train at the Montparnasse station to visit my family, in Niort. Leaving at 10.00 from home, I was expecting to arrive around 17.30, just in time for tea and cake. Well, I arrived at 9.45 am the following day, almost 24 hours after!

Is Insurtech becoming part of the mainstream?

Posted by Andrew Hellard on Thursday, December 7, 2017 - 16:14

This morning, I had the pleasure of listening to a panel discussion webinar presented by Insurance Post and Quadient on the future of Insurtech in the mainstream UK insurance industry.  The panel covered many topics surrounding the impact of Insurtech - and came to the conclusion that the future of Insurance Technology is to move beyond point solutions to a focus on the full customer journey.

Dear banker - It's time to put the customer at the center of your onboarding journey

Posted by Rob Daleman on Tuesday, December 5, 2017 - 13:12

Few industries are feeling the effects of digital transformation more deeply than financial services.  According to Celent, in the last five years the global investment community has been ramping up investments in technology start-ups, specifically targeting the financial services industry.  By the end of 2015, Fintechs were already working with an estimated IT spend of nearly $20 Bn USD and growing.  Clearly, the financial services industry is a very attractive sector in which to focus the development of disruptive technologies.

Postal Service: Stuck on the Island of Misfit Toys?

Posted by Bob Schimek on Tuesday, November 28, 2017 - 22:44

As the mailing industry heads into what everyone hopes to be a very busy and successful holiday mailing season, it is important to remember that at this same time, we are crossing a pretty concerning milestone.  On December 7, 2017, we hit one full year where all nine USPS® Board of Governors (BOG) seats have remained vacant, and 3 years since the BOG had enough members to hold a legal quorum.

It's time to face it - CRM is poor at communication design

Posted by Rob Daleman on Tuesday, November 28, 2017 - 20:49

I remember being part of many debates back in the early 2000s regarding the value of CRM solutions - and whether organizations really needed them in the technology stack.  Fast forward to 2017 and you 'd be hard pressed to find an enterprise that has not incorporated CRM as a foundational system in their business.  As we saw during last week's blog, salesforce.com has experienced a decade of exponential growth that highlights the continued reliance on CRM as a core technology for businesses today.

Could the Golden Record be the answer to your data security efforts?

Posted by Esther Labrie on Thursday, November 23, 2017 - 22:10

With the GDPR set to come into effect in 2018, many organizations are now recognising the potential failings in the way they handle customer data, and looking to correct these. For instance, 29 percent of respondents to a 2016 study of banking priorities by Computer Services Inc., said that managing compliance will be one of the biggest challenges they will face in the coming year.

GDPR: how to become privacy compliant without losing your customers in the process

Posted by Esther Labrie on Thursday, November 23, 2017 - 20:32

The European Union’s General Data Protection Regulation (GDPR), set to come into force from 25 May 2018, has primarily been viewed in terms of the challenge it poses for data security. However, for those in control of customer data, its effects go much deeper. 

At Quadient we know that ensuring data privacy does not only mean securing data, but also ensuring that it is stored appropriately; that customers have access to their data when required; that any data stored is accurate; and that, if requested, data will be removed or transferred. 

Is Disruption Good for Your Customer Experience?

Posted by Rob Daleman on Tuesday, November 21, 2017 - 14:10

As far back as 1986, author Dick Foster released the book "Innovation: The Attacker's Advantage", building on the work of Peter Druker, describing the impact of "technological discontinuities", or times when the leading technology in a market suddenly shifts.  Today, we refer to that concept as disruption.

Disruption is everywhere, impacting every industry, and has formed some of the world's largest companies, generating billions in market capitalization over the past decade. Netflix has leveraged broadband access to disrupt cable TV providers and networks.  

It's not just business, it's personal

Posted by Rob Daleman on Monday, November 13, 2017 - 15:15

Back when we were still GMC Software in the early 2000s, Quadient set the standard at the time for personalization software with our PrintNet Solutions Portfolio.  Our tagline was literally "The New Standard in Personalized Communications".  At the time, we couldn't imagine that in 2017, new channels in online and mobile would ensure that personalization was still all the rage.

FinServ Martech is Risky Business

Posted by Rob Daleman on Tuesday, November 7, 2017 - 12:29

Two weeks back, we reviewed the growing pressure on CMOs to be the primary growth drivers in their organizations, and the resulting acquisition of MarTech to help the CMO meet aggressive acquisition and growth targets.  Last week, we examined how the resulting shift in budget, from the CIO to the CMO, is making it harder for the CIO to support a holistic customer experience across their technology stack as they attempt to keep pace with technology acquisitions being made by their marketing counterparts.

Following the GDPR: Embrace Best Practices That Would Benefit The Organization Regardless

Posted by Esther Labrie on Thursday, November 2, 2017 - 18:57

The European Union’s General Data Protection Regulation (GDPR), set to come into force from 25 May 2018, has primarily been viewed in terms of the challenge it poses for data security. However, for those in control of customer data, its effects go much deeper. Ensuring data privacy means not only securing data, but also ensuring that it is stored appropriately; that customers have access to their data when required; that any data stored is accurate; and that, if requested, data will be removed or transferred.

Customer Focused CIOs Should Avoid Bimodal IT

Posted by Rob Daleman on Wednesday, November 1, 2017 - 17:22

Last week, we examined the pressures on the CMO to deliver faster, more relevant innovation to drive customer engagement across a growing number of channels, and how these pressures continue to lead to a proliferation of Martech software acquisitions that are disconnected from traditional IT systems. In fact, reviewing marketing spend on traditional vs. new forms of advertising make it clear – CMOs continue to transition away from traditional marketing channels to put their time, attention and budget into digital marketing.

Is Seamless Acceptance Right for Your Business? What You Need to Know Now

Posted by Bob Schimek on Tuesday, October 31, 2017 - 21:14

For those of us processing Full-Service mailings today, the Postal Service®’s Seamless Acceptance program isn’t anything new. However, increasing industry adoption for this program has been on hold for several years pending required USPS® internal approvals related to Sarbanes-Oxley Act (SOX) compliance. During this time, many Full-Service mailers have started working in the Seamless Parallel environment and using the corresponding part of the Mailer Scorecard.

In the age of CX, the customers make the company

Posted by Scott Draeger on Wednesday, October 25, 2017 - 05:07

It’s been a very busy few weeks at Quadient. In the last six weeks, we’ve seen the launch of the Quadient brand, user conference on two continents, planning sessions for each of the major product lines, and more. Since we passed a lot of milestones, it’s time to step back and reflect on what we learned.

Is Mobile Banking Dead?

Posted by Antoine Hemon-Laurens on Tuesday, October 24, 2017 - 19:46

In a recent blog article titled “Mobile Banking is dead," Dharmesh Mistry shares the latest mobile application trends. In the article, Dharmesh points out how the banking industry is moving from transactional communications to experience. Customer experience is the real engine driving changes. Fintechs and venture capitalists have understood it for a long time.

Is Martech a Barrier to Your Digital Transformation Strategy?

Posted by Rob Daleman on Monday, October 23, 2017 - 23:15

The last ten years have seen tremendous change in the role of the CMO. Marketing leaders have expanded organizational responsibility and are taking on expending ownership of large scale IT projects.  According to Gartner, 2017 is predicted to be the year where marketing leaders begin to spend more than their IT counterparts on technology and systems – At the beginning of 2017, CMOs were spending 3.2% of company revenue on technology spend, while CIOs averaged 3.4%.

Is Data-Driven Marketing Living up to Its Promise?

Posted by Corrie Brague on Thursday, October 19, 2017 - 11:51

Interestingly enough, the problems now being realized by marketers have been seen as traditionally IT-related problems for years. But, now as the business climate changes and consumer expectations are on the rise, the burden has been passed along to marketers – who in many cases now rely on data to feed their personalized and segmented campaigns. 

A short tour of insurance in Asia-Pacific

Posted by Andrew Hellard on Wednesday, October 18, 2017 - 15:52

It is one thing to look at a map and recognize the geographic and linguistic challenges inherent in serving the full Asia-Pacific market, it’s quite another to experience those challenges for yourself. Back in late August, I wrapped up a two-week tour of Quadient’s markets in the APAC region.

5 steps to improving CX when processing loan applications with Quadient technology & AI

Posted by Antoine Hemon-Laurens on Tuesday, October 17, 2017 - 17:21

Artificial Intelligence (AI) is poised to be one of the biggest disrupting technologies of our lifetime. It is bound to transform our lives and will impact everything from our work habits to our relationships with others. We have already begun to see new services leveraging Bots, machine learning and artificial intelligence.

3 reasons why a Low-Code Digital Experience platform (DXP) is critical to your digital transformation strategy

Posted by Antoine Hemon-Laurens on Tuesday, October 17, 2017 - 16:28

Digital Experience Platforms help to enable successful digital transformation projects. They address key challenges derived from constantly evolving technology. Digital Experience platforms are often viewed as an evolution of WCM (Web Content Management). However, WCM has long been about website management and new customer acquisition, whereas larger opportunities reside in monetizing existing customers upselling and cross-selling products and services.