Quadient Blog

Connecting ideas and people.

Banks Don't Have to Kill Legacy Systems to be More Agile

Posted by Rob Daleman on Monday, April 25, 2016 - 20:36

In a new article published by American Banker, Antoine Hemon-Laurens, Product Marketing Manager at GMC Software shares insights into how traditional banks can be more agile when it comes to digital transformation. In the article, Hemon-Laurens notes,

Customer Journey Mapping: A brand's GPS to loyalty and advocacy

Posted by Laurent Ghio on Monday, April 25, 2016 - 16:57

Don’t assume a customer journey is a linear path. Customers don’t see the journey: they just want to purchase a product or service from your company; get their product repaired as quickly as possible or get an answer to their question in a short amount of time. Customers, if they are served correctly and if they understand how to interact with your company in an efficient way, will become your best advocate.

"Talking CX" with Annette Franz, CCXP - Part 1

Posted by Rob Daleman on Wednesday, April 20, 2016 - 17:35

It's been an exciting week at GMC Software. Not only did we release a thought-provoking new white paper, "Don't Waste Your Time With Customer Journey Maps", but we officially launched our first ever podcast

InspireCast includes interviews with key industry experts who discuss the latest trends around customer experience and customer communications management.

What I Learned at NPF 2016

Posted by Kim Mauch on Monday, April 11, 2016 - 16:38

It’s hard to believe it’s April and NPF is already over. We had a packed schedule this year, and I came away with some really interesting insights that I’m already starting to look at back in the office.

The atmosphere and attitude of the attendees was very positive this year. There was a sense of openness and discovery throughout the week, and around 30% of the attendees were there for the first time. Here are a few of the takeaways I found the most interesting:

Competitive Advantage for Fun and Profit. But Mostly Profit

Posted by Andrew Hellard on Monday, April 11, 2016 - 16:04

Business strategy theory posits that there are two sources of sustainable competitive advantage. You can be cheaper, or you can be better. Those are your only two options, as all other advantages are temporary. Your software has the most buttons? Your competitors will add more. Your patents are ironclad? Eventually those patents will expire. Your salesforce gets up earlier? Your competitors will offer richer commissions and throw in an exotic year-end trip.

Migration can be scary. There, I said It.

Posted by Rob Daleman on Monday, April 4, 2016 - 20:20

What feelings come to mind when you hear the word 'migration'? Did you feel your blood pressure begin to rise? Are your palms getting sweaty? 

Fear not.

Migration can be a difficult undertaking, but it doesn't have to be.

Why Multiple CCM Platforms May Be Holding You Back

Posted by Rob Daleman on Monday, April 4, 2016 - 17:43

Today’s enterprises face a plethora of challenges from an increase in communication channels to changing regulations, as well as the need to remain competitive and compliant. The more customers, communication channels, products and services an organization has, the more likelihood there are many solutions, systems, and processes underneath to manage it all. And the older the enterprise is, the more varying levels of technology, both legacy and modern, that still exist.

It's Time to Step Up Your Mobile Game.

Posted by Rob Daleman on Monday, March 28, 2016 - 16:25

It's official. GMC Inspire™ Mobile Advantage is now available! 

Mobile Advantage enables you to extend the power of GMC Inspire to your mobile apps. That means, creating a fully-featured mobile experience can be done quickly and easily, with little reliance upon IT.

Mobile Advantage enables you to deliver:

Watch for a special edition of Postal Affairs, “live” from #2016NPF March 21st

Posted by Bob Schimek on Monday, March 21, 2016 - 17:02

Bob Schimek may be the busiest man at NPF this year. Packed sessions, panels and one-on-one discussions, everyone knows Bob! #2016NPF

Postal Affairs has a new address!  https://www.quadient.com/podcasts Please pass it on.

Contact us at: info@quadient.com

Living in the future… the GMC Software First Mover Advantage Program

Posted by Scott Draeger on Tuesday, March 15, 2016 - 18:51

As GMC Software posted the release candidate for version 10.4 to our First Mover Advantage Program (FMAP) participants, I was amazed again at what the R&D team can accomplish. The clients who install this version will see several new things available that are challenging the entire Customer Communications Management (CCM) industry. I’d like to share some highlights with you:

Know your customer - The next level

Posted by Holger Wandt on Friday, March 4, 2016 - 14:24

During the Gartner Enterprise Information and Master Data Management Summit this week in London, François Ruiter and myself presented the impact on implementing privacy rules and Customer Due Diligence (CDD) regulations in an MDM solution.

Here's a short summary on our approach to advance customer insights in MDM....

Opportunity or threat? The rise of FinTech startups

Posted by Antoine Hemon-Laurens on Thursday, March 3, 2016 - 18:01

The financial services industry is ripe for digital disruption: investments in global FinTech companies grew from $4Bn in 2013 to nearly $20Bn in 2015, and over 50% of banks are increasing their technology spend for digital banking in 2016.

There is no doubt that mobile banking will be a key initiative in the years ahead as banks look to improve their competitive position, differentiate themselves through an exceptional customer experience, and realize higher up-sell and cross-sell revenues through personalized digital communications.

Google closes Google Compare insurance price comparison site

Posted by Andrew Hellard on Monday, February 29, 2016 - 20:43

Google follows a Silicon Valley ethos that does not shy away from closing down products that are not meeting market expectations. Google Glass and Google Wave are two products that launched with high expectations, but underperformed and Google unceremoniously shut both down. Google Compare is the latest platform to meet this fate. Google Compare was an insurance price comparison tool.

Imagine WeChat, WhatsApp or Messenger-like Enterprise Apps for Communicating with Customers

Posted by Antoine Hemon-Laurens on Monday, February 29, 2016 - 20:12

INDUSTRY TREND: Enterprise Messaging Applications (#EMApps) a new face of customer communication

Messaging applications are used 4.7 times more frequently

Millennials are setting a new trend using messaging applications such as WeChat, WhatsApp or Facebook Messenger to communicate, pay and exchange information not only with their peers but also with enterprises according to research from Yahoo's Flurry Insights.

Top 3 Compliance Trends in 2016

Posted by on Monday, February 29, 2016 - 17:57

According to PwC, regulatory compliance is both the number one challenge and priority for banks in both the US and Europe, followed by attracting new customers and improving the customer experience. 

A recent survey commissioned by GMC Software revealed the folliowing 3 compliance trends:

Madison Advisors Provides Guidance to Enterprises on How to Select the Right CCM Platform

Posted by Rob Daleman on Tuesday, February 23, 2016 - 16:31

Madison Advisors just released a handy new guide to help enterprises through the selection process when considering a customer communications management (CCM) platform. 


The need to engage with customers today is a top priority for enterprises but many organizations lack the proper tools needed to effectively engage and track the experience of their customers. With so many modern customer communications management (CCM) solutions available to choose from, it can be difficult to determine which solution is the best fit. 

Whatever Happened to the Full-Service Mandate?

Posted by Kim Mauch on Wednesday, February 10, 2016 - 16:42

Just over two years ago, USPS had proposed that Full-Service mail preparation be required for mailers to claim automation rates. While many larger companies were already using Full-Service, most mailers were scrambling to make the changes necessary to keep their automation discounts. Then in a surprise move, the Postal Regulatory Commission (PRC) made a statement: a Full-Service mandate is equivalent to a price increase, and is subject to the Consumer Price Index (CPI) cap for postage increases.

Privacy by Design

Posted by Holger Wandt on Friday, February 5, 2016 - 14:25

This year, the European Union has issued a new regulation on the protection of individuals with regard to processing and moving of personal data. This General Data Protection Regulation forces companies to consider the implementation of rules to comply with this new regulation. 

Cross portfolio coordination matters

Posted by Scott Draeger on Tuesday, February 2, 2016 - 16:11

As you may know, GMC Software releases an interim release every four months. As we work to bring version 11 to market, we are planning on five interim releases. Just last week, we had the feature demos of the third of these five releases.

As the GMC Software R&D team wraps up the latest release FMAP (First Mover Advantage Program) 10.4, the R&D team meets with the Product Marketing Management team to show us the nearly complete features. While we have many feature updates throughout the process, the last one is special because they are all demonstrated together.

Five customer communications trends in 2016

Posted by Johnny Lu on Monday, February 1, 2016 - 19:50

Consumer technology has heralded a new age; the age of the customer is here, and this is shifting the balance of power.

Today, consumers have an ever-increasing wealth of information at their fingertips and a growing demand for instant communication; they want to easily interact with and receive quick responses from customer service operatives, access information readily across the multiple devices they own, and transact on-the-go.