Quadient Blog

Connecting ideas and people.

What is Customer Communication Management? (Part One)

Posted by Scott Draeger on Tuesday, September 6, 2016 - 17:53

CCM, or Customer Communication Management, has been around for a long time. It often lurks deep in the enterprise stack of IT solutions. Often times, there are many CCM software products in place. There are even companies that do not know how many CCM assets they have.

How can CCM be so important, but also so overlooked?

CCM is an unsung hero of nearly every enterprise. CCM technology creates communications for customers (or employees) by taking data and content from multiple systems and assembling this together in a format useful for the recipient.

Don’t Get Paid in Shoes: Service Provider Transformation

Posted by Arianna Valentini on Wednesday, August 31, 2016 - 17:08

It’s fall of 2012, and I am standing in one of the fanciest elevators I’ve ever been in (it looks like the Hall of Mirrors in Versailles). Today will be the biggest meeting of my life, where I will propose my omni-channel marketing campaign for one of the biggest luxury shoe designers in the world.

Are insurance digital teams ready for mobile?

Posted by Andrew Hellard on Friday, August 26, 2016 - 22:27

On October 26th I am moderating a round table at the Guidewire Connections conference in San Francisco. The roundtable topic is “Is your digital team ready for mobile”, and is focused on the strategies that insurers can use to match their capabilities with customer digital expectations. The idea of digital insurance is not new, but has gained considerable traction in the last few years. Almost all insurers have started digital projects, many have digital teams, but only a few have a true digital insurance strategy.

The Future of CX: 5 Trends from the Foundation Up

Posted by Scott Draeger on Tuesday, August 16, 2016 - 07:32

Originally published in Document Strategy.

The GMC team is having many discussions lately about the future of communications, and we started talking about the exciting short­ and long­term communication opportunities of wearables, Internet of Things (IoT), personalized video technology, next­ level social networks, security trends, three­-dimensional (3D) communications and other cool technologies.

Are Emerging Technologies a Threat to Fintech?

Posted by Antoine Hemon-Laurens on Friday, August 12, 2016 - 15:14

Originally published in Banking.com

Meet me at the intersection of CX and CCM

Posted by Scott Draeger on Thursday, August 11, 2016 - 17:36

When thinking about customer communications, the customer journey is the best place to begin.

Consider this: your organization spends millions to attract prospective customers with engaging messages and content distributed through modern communication channels, including YouTube, social media, mobile ads, and more.

Now, think of all the interactions that take place after you have won a customer. Contracts, welcome kits, bills, statements, claims processes, customer correspondence, upsell and cross-sell communications, and so on. How do they measure up? 

Forget ROI, what's your ROM (Return on Maintenance)?

Posted by Scott Draeger on Tuesday, August 9, 2016 - 16:05

Originally published in Insurance Innovation Reporter

Omnichannel Needs to Equal Entire Customer Experience

Posted by Arianna Valentini on Monday, August 8, 2016 - 21:04

It’s Sunday morning, the French press is brewing, and I’m curled up on my couch with my iPad squinting. The squinting isn’t due to poor eye sight, but the “tablet optimized” publication I am reading. The publication (who shall remain nameless) recently reeled me in with two-year subscription, promising an “ideal experience for print and tablet reading”.  However, that is not the case – the print version is a thin shell of its former self and the digital version (where the meat of the content lives) is anything but a rich experience.

Two New Ways to Save in 2017

Posted by Kim Mauch on Monday, August 8, 2016 - 18:44

Next year’s postal savings are already queuing up, with the Postal Regulatory Commission (PRC) approving the “promotions and incentives” calendar for 2017. Many of the promotions are variations on previous years, but there are two notable additions for next year. Let’s review what’s coming back, and what’s new for next year.

Top 10 Retail Banking Solution Providers 2016

Posted by Rob Daleman on Monday, August 8, 2016 - 16:33

GMC Software has been recognized by Banking CIO Outlook as a "Top 10 Retail Banking Solution Provider for 2016"

In the wake of digitalization, customers are keen on performing their day-to-day transactions through connected smart devices that simplify operations.

A CX round table to remember

Posted by Scott Draeger on Thursday, August 4, 2016 - 04:51

Last week, I was in Singapore to attend a round table with Rob Findlay of Next Money and Zennon Kapron from Kapron Asia to discuss customer experience trends in China to an audience of Customer Experience Officers, User Experience experts, CMOs, Line of Business Managers, and IT Directors from some of Asia’s leading banks and insurers.

Customer screening with high precision matching

Posted by Holger Wandt on Wednesday, August 3, 2016 - 14:13

As all financial organistions must demonstrate compliance with an ever growing number of rules and legislations, many vendors of customer screening systems will state that their products incorporate automated Customer Due Diligence (CDD) processes. After all, screening customers on a regular basis to see whether there are suspicious or sanctioned individuals and organisations in the data set, is an integral part of risk management.

The CCM Maturity Model: where do you fit?

Posted by Tamir Sigal on Thursday, July 21, 2016 - 17:45


What is a maturity model?

Maturity models aren’t new. Chances are, you or your organization has utilized a maturity model in the past. A maturity model allows a company to have its methods and processes assessed according to industry best practices, against a well-defined set of benchmarks and objectives.

All ‘bout The Money

Posted by Esther Labrie on Wednesday, July 20, 2016 - 14:16

The Essence of Customer Due Diligence in one annoying song

We all love money. I know it’s a bit of a platitude, but in the case of Customer Due Diligence there just is no denying it. Organisations need to love and protect their (our?!) money or else it will be taken from them by those who won’t treat it well (use it for fraud or money laundering schemes), and in punishment by those who oversee the handling and protecting of money. Risk and fines, we can all do without those and yet they are part of our world.

Who needs to care about the new Fiduciary Rule?

Posted by Andrew Hellard on Monday, July 18, 2016 - 20:06

The US Department of Labor recently issued the final draft of a new “Fiduciary Rule”, scheduled to go into effect in April, 2017. Fundamentally what this rule does is reclassify the duty that certain financial and investment advisors have towards their customers. Previously many people who provided investment advice, such as insurance agents selling retirement products, were held to an “applicability” standard. Other investment advisors registered with the Securities and Exchange Commission or individual states were held to a higher “fiduciary” standard.

Changes Coming for Move Update Measurement – What You Need to Know

Posted by Kim Mauch on Tuesday, July 12, 2016 - 16:56

USPS® proposed a new method for measuring Move Update compliance, and it will be a big change from the current process.

The proposed rules aren’t final yet, and you have some time to comment on them before they become final. Here’s an overview of what has been proposed.

The sky's the limit for Print Service Providers

Posted by Didier Rouillard on Thursday, July 7, 2016 - 15:50

When meeting with Service Providers around the world, I often ask the following question:

How do you define your business?

There are typically two common answers:

3 trends that have transformed IT: the evolution of the CIO

Posted by Rob Daleman on Monday, July 4, 2016 - 22:01

In recent years, we have seen a shift in the ownership of customer communications, from IT to marketing. This evolution is due, in part, to the differing priorities of these departments. Most IT professionals are primarily concerned with risk, governance and cost reduction, while marketers are driven by the need to provide a superior customer experience that improves loyalty and retention.

Who's manning your CX aircraft? Talking CX pilots with Steven Keith

Posted by Rob Daleman on Tuesday, June 21, 2016 - 16:23

Our latest Inspirecast Podcast series is now live! In this two-part series, Steven Keith, Founder of CX Pilots reveals the methodologies and best practices his firm uses when helping their enterprise customers define and implement a successful customer experience (CX) strategy. 

So when it comes to  CX, where's the best place to start?

Learning from our Customers

Posted by Didier Rouillard on Monday, June 20, 2016 - 21:39

During this year's annual drupa international trade fair for print, multichannel and emerging technologies - GMC Software met with 24 service provider company owners and C-level executives from 14 countries and 3 continents in Köln (about an hour away from Düsseldorf) to listen, discuss and engage these professionals throughout a day-long advisory panel session.