Quadient Blog

Connecting ideas and people.

Innovation Within the Enterprise - Experiences from Hong Kong and Singapore

Posted by Scott Draeger on Friday, December 2, 2016 - 18:03

As part of GMC Software's commitment to stay in tune with a rapidly changing market we often conduct roundtable discussions. This works especially well in Asia, where we always generate a lot of lively conversation about serious challenges and interesting solutions. In November, we had two of these round tables, one in Hong Kong and another in Singapore.

Listen to...the customer!

Posted by Holger Wandt on Monday, November 28, 2016 - 14:10

The starting point of customer lifetime value lies in making sure that the input of data is correct, valid, complete and standardized. This guiding principle is used in traditional data quality management, but it most definitely applies to "new" ways of dealing with customer data. New channels, online contact forms, self-service portals, different customer behavior - the changing environment adds new challenges to the art of intelligent data management.

6 Customer Journey Mapping Best Practices

Posted by Scott Draeger on Monday, November 28, 2016 - 08:00

Done right, customer journey mapping is a powerful tool that has the ability to transform the customer experience. But how can you be sure you are creating journey maps that are both useful and impactful (and won't collect dust on your boardroom wall)?

Here are 6 quick tips to ensure your journey maps are actionable and transformational.

Important Reminder – PAF Signatures

Posted by Bob Schimek on Tuesday, November 22, 2016 - 17:39

Recently, the USPS® sent reminders to the mailing industry regarding the regulations surrounding the completion of the NCOALink® Processing Acknowledgement Form (PAF). Specifically, USPS® stated that some companies that are acting as Broker-Agents for NCOALink® services are not completing the PAF accurately. “Broker-Agents should not complete PAFs as the List Owner if they are not indeed the owner of mailing lists being processed through NCOALink® services.” This is an important reminder, as it is related to a federal regulation (Privacy Act of 1974).

Introducing KYC 2.0: The holistic approach

Posted by Esther Labrie on Tuesday, November 22, 2016 - 14:03

Today I stumbled upon an article about the hardship financial services worldwide are going through. As they prepare for their digital transformation (which rests on multiple technologies), understanding and integrating customer behaviors is more important than ever. It helps financial services to be more proactive and build trust.

Hyper-personalization: Why Banks and Insurance Companies are Sitting on a Goldmine

Posted by Rob Daleman on Monday, November 21, 2016 - 08:00

When it comes to data, banks and insurance companies are sitting on a goldmine. They have access to billions of data points on their customers that can be leveraged to engage in a highly contextualized manner.

The Missing Link to CX Transformation

Posted by Scott Draeger on Monday, November 14, 2016 - 08:00

When it comes to the CX strategy, customer communications are often one of the most overlooked—yet critical—components of the customer journey. In many cases, the CX strategy tends to focus on frontline communications— training and coaching employees regularly on how to best speak (and interact) with customers.

Full Service Invoicing Starting: Are You Ready?

Posted by Bob Schimek on Tuesday, November 8, 2016 - 15:48

Full Service invoicing is scheduled to begin on November 11, 2016. Have you been monitoring your Mailer Scorecard and meeting the quality thresholds that have been set? While the first invoice date is yet to come, the reality is that Full Service invoicing has already started. The November invoice will be based on your October Mailer Scorecard data. So in reality, invoicing started October 1st.

Omni-channel, Multi-channel and Cross-channel Defined

Posted by Scott Draeger on Monday, November 7, 2016 - 08:00
When it comes to customer engagement, there are three terms that have been the source of much confusion and argument among industry analysts, technology vendors, practitioners and businesses today – multichannel, omnichannel and cross-channel communications.
What do these terms really mean? How do they impact your business? 

Let's take a look.

Multi-channel communications

Keeping it Simple: The Top 4 Business Benefits of Customer Communication Management

Posted by Rob Daleman on Monday, October 31, 2016 - 08:00

While the business benefits to adopting a centralized customer communication management (CCM) solution are plentiful, discussions around CCM can be complex at times. Let's break it down and make it simple. Here we will highlight four fundamental ways in which CCM will improve your business.

1. Improve the customer experience

Centralized CCM platforms that enable real-time, cross-channel, interactive communications result in dramatically higher customer experience. They achieve this in the following ways:

Welcome to the new SatoriSoftware.com

Posted by Rob Daleman on Friday, October 28, 2016 - 21:52

Thank you for visiting the new SatoriSoftware.com

Today, we are very excited to bring you our new web site. Here you will find the same great content you’ve come to expect form Satori Software, surrounded by a whole new look and feel.  We hope you enjoy the new layout, which was created from the ground up to make it easier for you to find the resources and product information you need. The site is also mobile responsive enabling an optimal experience on tablets and smartphones.

Blockchain: Banking, FSI and Insurance Disrupted

Posted by Antoine Hemon-Laurens on Friday, October 28, 2016 - 17:44

The Blockchain is essentially a way to implement true peer-to-peer services. It de-intermediates relationships between parties (no 3rd parties, no governments, no external regulation).

Bitcoins are only one application of many to come. For instance, I know some banks are working on a common Blockchain service to settle back office transactions. In this instance, the Blockchain acts as a ledger. In the insurance industry, five of the world’s largest companies have joined forces in a pilot scheme to test the impact of Blockchain.

How to Become CCXP Certified

Posted by Laurent Ghio on Tuesday, October 25, 2016 - 17:12

Let me tell you about how I passed the CXPA certification to become a CCXP (Certified Customer Experience Professional).


I like to take on new challenges. For years, I’ve been looking at our customers through the lens of my product marketing responsibilities I wanted to think outside of the box, I wanted to get closer to our customers and understand their moments of pain and delight.

The Honeymoon is Over: The Importance of Courtship Throughout the Customer Journey

Posted by Rob Daleman on Monday, October 24, 2016 - 08:00

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?

Be Still My Millennial Heart, My Two Favorite Brands and Why I love Them

Posted by Arianna Valentini on Monday, October 17, 2016 - 21:11

As a millennial, I often get asked “what makes you invest in a product or service”? While I’m not the expert on my generation, a cohesive customer experience is what keeps me coming back to a company. To illustrate what I mean by this, I want to share two of my favorite companies that I regularly purchase from and the customer experience for each.


The CCM Tides Are Turning: Why You Need to Pay Attention

Posted by Tamir Sigal on Monday, October 17, 2016 - 19:36

If you follow GMC Software on social media, or had the pleasure of attending one of our 2016 Inspire Days user conferences, you already know that we just launched our first-ever book: "The Authoritative Guide to CX Excellence: Unlocking the Power of Customer Communications Management".

GMC Software is betting on you!

Posted by Scott Draeger on Wednesday, October 12, 2016 - 19:25

The last two weeks have been amazing, as we had Inspire Days events in Barcelona, Spain and Marco Island, Florida in the United States. Between these events, I was able to share our roadmap with over 300 customers, many partners, and even some enthusiastic prospective customers.

As I took the stage in Barcelona to deliver “The Future of CCM,” I snapped this photo of the audience just after tweeting “These are the people we are betting on.” 

For Digital Enterprise Workers, Accessibility and Mobility Need to go Hand in Hand

Posted by Arianna Valentini on Tuesday, October 4, 2016 - 21:04

Recently I was visiting with a friend who is a doctor. During our catch-up session, her phone suddenly went off – it was the hospital. I asked her if she needed to leave to go save someone’s life and she just said, “nah I can do it from my phone.” With a few swipes on her iPhone she was able to access the hospital’s network through an app, look at a few images of a patient, and send back her response. It was amazing to watch how quickly it was all resolved.

Driving data quality in customer communication management

Posted by Holger Wandt on Monday, October 3, 2016 - 14:12

Last week, I had the pleasure to present at the GMC Inspire Days EMEA in Barcelona. During this event, a lot of new developments in the field of customer communication management (CCM) were presented and discussed. For three days, some 300 participants shared insights, ideas and opinions on technology, business, customer journey mapping, data management and many other related topics....

Customer Experience is a Sum of Quality Interactions

Posted by Arianna Valentini on Thursday, September 29, 2016 - 21:21

One of my favorite things to do when I was analyst was to attend and participate in end-user conferences. Conferences allowed me to see my research theories in real-time. Were marketers really purchasing this software product? What was the biggest challenge for mobile communications in financial? Speaking to participants I got to get answers straight from the source. However, I would also hear things that would send a chill down my analyst spine.