Quadient Blog

Connecting ideas and people.

The Beginning of the End for MERLIN

Posted by Bob Schimek on Monday, July 17, 2017 - 19:51

Many in the mailing industry are familiar with MERLIN® (Mail Evaluation Readability Lookup INstrument).  It’s the machine used by acceptance clerks to test and verify mailings.  Those that have been in the mailing industry for 10 years or more probably remember when MERLIN was first being rolled out and the amount of industry concern that it generated around measuring mail quality at the point of mail acceptance.   Two events have recently occurred that are sending a pretty clear signal that MERLIN will soon be relegated to the list of relics that include the buggy whip.

The biggest obstacles to CX success

Posted by Stephanie Clarke on Thursday, July 13, 2017 - 12:28

Encountering obstacles as a customer experience executive? Rest easy, you’re not alone. It’s a common theme for almost everyone who is pioneering the way in the emerging field of CX.

Recently we explored this topic with a panel of CX executives to find out what they consider to be the biggest obstacles, and in some cases, how they think these hurdles can be overcome.

Sage advice from five CX trailblazers

Posted by Stephanie Clarke on Thursday, July 13, 2017 - 12:24

Before 1999 the field of customer experience was virtually unheard of. There were no best practices in place. How to proceed and what course to take was uncharted territory.

The responsibility for blazing the CX trail was thrust on the shoulders of a select few; men and women chosen because of their innate ability to understand and appreciate the customer perspective and how all aspects of a company’s business affect it.

Post Presorting - Your Next Opportunity

Posted by Anita Wood on Wednesday, July 12, 2017 - 19:49

In a previous post, I talked about advanced presorting as just one area of opportunity enabled by increased capacity. What are some of the other opportunities or services? Today I’ll talk about post presorting, and more specifically entry planning, as a growth driver.

What does the future hold for CX?

Posted by Rob Daleman on Tuesday, July 11, 2017 - 12:31

The field of customer experience is relatively young. The first CX executive was hired in 1999 at Texas Power and Light. Today there are more than 500 officially titled Chief Customer Officers in the world and perhaps hundreds more serving the same role without the formal title.

The proliferation of customer experience executives is supported by facts like these: According to Temkin Group’s ROI of Customer Experience, 2016 Report, customers who have had an excellent experience are more likely to:

Time well spent in São Paulo

Posted by Andrew Hellard on Thursday, July 6, 2017 - 12:34

Last Thursday Quadient hosted a roundtable in São Paulo, Brazil. The roundtable topic was customer communication trends and the impact of digital insurance in Latin America. Quadient was fortunate to have two speakers, Alexandre Putini, Director of Innovation and Digital channels at SulAmérica and Sergio Nobre, Academic Vice President of the Brazilian National Insurance and Welfare Academy.

Are You Ready to Upgrade your Drop Shipments?

Posted by Kim Mauch on Tuesday, July 4, 2017 - 19:47

Mailers can benefit from additional discounts by dropping mail close to its final destination at Sectional Center Facilities (SCFs), National Distribution Centers (NDCs) and Destination Delivery Units (DDUs). For years, mailers would need to submit printed documentation at both mail entry and again at the destination facility. The Form 8125 was validated by the verification site, round stamped, and then forwarded on to the destination site.

Mobile Shopping + Informed Delivery = Postage Savings

Posted by Bob Schimek on Friday, June 30, 2017 - 19:27

One of the key U.S. Postal Service™ themes from this year’s National Postal Forum was Informed Delivery. If you haven’t already subscribed to this new service you really should. Even if you are a non-believer. If you work in the mailing industry, then you need to understand the consumer experience with this program. Informed Delivery is going to forever change what we all have come to know as “the mail moment”.  Now is the time to study and test the impact this technology has on the effectiveness of mailing campaigns.

The new rules of customer experience in APAC

Posted by on Friday, June 30, 2017 - 12:35

Technology is driving the pace of change, and is having a huge effect on both the way customers behave, and the way that we communicate to those customers. As business leaders, changes in customer behaviour are among the biggest challenges we face, and this is amplified by the diversity of customers across Asia Pacific (APAC).

Augmented reality: the potential to connect online and offline customer experiences

Posted by Arianna Valentini on Tuesday, June 27, 2017 - 12:45

Augmented reality (AR) has been proven to be able to successfully improve the uncertainty in ecommerce purchases (eMarketer, June 2017). An old but great example of this is Ikea’s AR based application that could simulate furniture in a customer’s home. However, the real value in AR is when it can facilitate a conversation between the customer and business using visual data. An example of this is Amazon’s mobile app, and being curious on just how well this conversation could occur, I decided to go to Staples and try it out live.

IMpb Compliance Is Changing July 2017, Are You Ready?

Posted by Bob Schimek on Thursday, June 22, 2017 - 14:16

If you mail competitive parcels (Priority Mail®, Priority Mail Express®, First-Class Package Services, Parcel Select®,  and Parcel Select Lightweight®) you are likely familiar with the current 20-cent per piece fee that is assessed by the Postal Service on non-compliant packages. The fee can be assessed based upon three different categories:

The value of a unified software

Posted by Scott Draeger on Wednesday, June 21, 2017 - 12:51

Thanks to the over 30% of Quadient users who installed Inspire R11 since its release in February. When you downloaded it, you were expecting to see the new UI. What you might not know is that your new UI was a preview of something larger.

In addition to my four years of work with the Inspire product line, I am lucky to have been working with the teams at Quadient since September 2016. One thing we have done with the teams is synchronize the development cycles. That means that the PMMs (Product Marketing Managers) have been synchronizing our calendars and planning sessions.

Machine Learning in Identity Resolution

Posted by Holger Wandt on Wednesday, May 31, 2017 - 13:32

Business intelligence trends show that the focus on data analytics is rapidly increasing. New and improved data analytics tools are being created, such as the Google Analytics 360 suite. Last year Gartner stated that it is Google's intention to compete in enterprise data-driven marketing and analytics. Interesting stuff, which once again shows data management is more dynamic than ever.

Interview with CCO, Nick Frunzi of Esri on the Role of the CX Leader

Posted by Stephanie Clarke on Wednesday, May 31, 2017 - 12:52
As more and more products become commoditized, the key brand differentiator has become the customer experience. And as a result, many organizations have made room for a new seat at the C-level boardroom table - the Customer Experience executive.

Is Customer Engagement the new CCM professional’s challenge?

Posted by Antoine Hemon-Laurens on Thursday, May 25, 2017 - 12:56
Customer Communication Management (CCM) has long been about sending wads of documents to customers (i.e. also called output management). These documents are statements, invoices, contracts, direct mailings, etc. New technologies like mobile services, social networks, big data or cloud services have changed today’s customer expectations.

Seven CX Trailblazers Share on the Future of Customer Experience

Posted by Stephanie Clarke on Wednesday, May 24, 2017 - 12:59
2008 was not a good year for financial services. From the subprime mortgage crisis to the collapse of Lehman Brothers, the US was in a sorry state financially, which in turn, precipitated a global economic downturn. Consumers used to viewing financial institutions as trusted advisors, now saw them as highly suspect organizations. To survive the downturn, these institutions had to become experts at customer retention, giving rise to a new discipline, Customer Experience (CX).

3rd-party research service survey findings: how customers are using Quadient

Posted by Rob Daleman on Tuesday, May 23, 2017 - 13:49
Enterprises and organizations continue to be inundated with data. In a recent report from IDC estimates are that the world will create 180 zettabytes of data in 2025, up from less than 10 zettabytes in 2015. With that much data being created, IDC analysts argue that data monetization will become a major source of revenue for organizations in the future.

Customer Experience – A Turning Point

Posted by Rob Daleman on Tuesday, May 23, 2017 - 13:02

Customer experience continues to grow as an area of focus for organizations in 2017, as companies begin to realize the benefits of pulling together traditional customer service, stronger customer touchpoints and communication across many channels and social outreach to better manage the overall customer experience.

The Insurance View from Mexico City

Posted by Andrew Hellard on Thursday, May 18, 2017 - 13:15

Residents of Mexico City will tell you that the best spot to take in a view of the city is from the rotating restaurant on top of the World Trade Center, a 52-story high rise in the central part of the city. Others will tell you not to bother, unless enough wind has risen to disperse the smog. What I can tell you from my visit to this area is that the Mexican consumer is as mobile-obsessed as any in the world. Latin America is affected by the same digital trends that are driving insurance innovation and transformation in all markets.

Document Strategy Forum 2017: An Amazing Show

Posted by Scott Draeger on Monday, May 15, 2017 - 13:16

I attended the Document Strategy Forum in Chicago on May 1 and 2. It was a great show, because I noticed a lot of synergy the attendees, presenters, analysts, and vendors were all talking about the same things.