Quadient Blog

Connecting ideas and people.

Looking to offer the best possible customer experience? Then recognise the balance of power has shifted

Posted by Magali Germain on Monday, September 18, 2017 - 20:19

Customer experience is one of the key battlegrounds where 21st century businesses can, and must, differentiate themselves if they want to succeed. Any organisation looking to do this will have to understand and face the four fundamental forces: a shift in power towards consumers, an ever-expanding volume of data, new communication channels created in the digital transition, and the need to maintain regulatory compliance. But what do these forces look like? 

When dreams become reality: connecting robots and customer experience

Posted by Scott Draeger on Monday, September 18, 2017 - 07:01
​​​​​​​I had a client meeting in London one morning last week, and I had a few hours before my next conference call in the US. So, I took some time to visit the London Science Museum. They had a special exhibit on Robots, so I paid my 15£ to take a look I like to learn about robot technology, but this exhibit’s layout put things into a new perspective. This new perspective made me think a lot about how we are using technology, because it talked about a shift between dreaming about technology to realizing the technology through engineering. This is very similar to what we are doing.

Scott Draeger on the launch of Quadient

Posted by Scott Draeger on Wednesday, September 13, 2017 - 18:41

This is an exciting blog post for me, because I can finally talk about something that the team has been working on for a long time. Until today, we used to describe ourselves as three sister companies. We had different websites, email addresses, product names, and operational teams. Today, that all changes. We’ve brought ourselves together, in the spirit of simplicity and customer focus that all of our clients aspire to deliver to their consumers. 

Quadient: advancing the CX industry through disruptive innovation

Posted by Tamir Sigal on Wednesday, September 13, 2017 - 17:52
Customer experience (CX) is often defined as the perception customers have of how they are treated by the companies they interact with. Optimizing CX is a top priority for many businesses as good CX generates positive feelings and emotions, which in turn affects customer behavior and increases loyalty. It also helps businesses to stand out against competitors.

Welcome to Quadient

Posted by Henri Dura on Tuesday, September 5, 2017 - 16:51
We have spent the last 18 months working to unite three leading software providers under a net-new brand – Quadient. Quadient combines the capabilities of three Neopost sister companies

Furthering Growth and Value for You and Your Customers

Posted by Anita Wood on Wednesday, August 30, 2017 - 15:07

As a service provider in a challenging industry, you are thriving by expanding services and becoming an increasingly important strategic communications advisor to your customers. As you grow and improve, you will inevitably come across additional opportunities to better serve those customers.

Beyond Customer Experience; the next phase in Customer Communications

Posted by Steve Narancic on Monday, August 28, 2017 - 15:40

Communicating with customers. Something that has been happening since the day one of our ancestors bartered an animal skin in exchange for some salt with another one of our ancestors; being able to contact potential purchasers and get over what goods and services you have available to sell is literally “as old as the hills”.

As is multi-channel communication.

Informed Visibility: Coming out of the oven too soon?

Posted by Bob Schimek on Tuesday, August 22, 2017 - 15:03

The new U.S. Postal Service® Informed Visibility™ platform has been a long time coming and something that the mailing industry has been eagerly awaiting.  New capabilities such as near real-time data, additional logical scan events, bundle and container scans are just a few of the features that will provide additional insight into your mailings as they flow through the Postal Service.

Behind the Scenes of Move Update

Posted by Kim Mauch on Tuesday, August 15, 2017 - 19:55

Savvy mailers satisfy the Move Update requirement by using NCOALink®, a pre-mailing process to find businesses, individuals, and families that have reported their move to USPS®. By updating the address electronically before the mail is sent, mailers can qualify for Full Service prices and save themselves and USPS millions of dollars in production, opportunity, and mail forwarding costs.

The critical success factors of the CX role

Posted by Stephanie Clarke on Tuesday, July 25, 2017 - 12:11

Transforming an organization’s approach to doing business to a customer-centric one is a huge undertaking. Experienced customer experience executives all agree, success can only be achieved if critical success factors are met.

In this article we review what some of those critical success factors are and why they can have such an impact on the success or failure of a customer experience executive’s efforts.

Informed Visibility versus USPS Fiscal Year

Posted by Bob Schimek on Monday, July 24, 2017 - 19:52

Informed Visibility® and the expanded capabilities of this new system is one of the more eagerly anticipated programs by the mailing industry.  Near real-time data feeds, being able to receive data more frequently, container scan events, and logical scan events are all new capabilities that the mailing industry is looking forward to playing with.  Not only does it improve on the capabilities of being able to track the mail, it also creates new opportunities to tie the physical mail piece with the digital world and further enhance the value of mail.  Once implemented, the

Five CXOs share their biggest challenges and how they overcame them

Posted by Stephanie Clarke on Tuesday, July 18, 2017 - 12:21

As the CXO or customer experience executive in your organization, you are essentially the “change agent”. Ultimately your job is to drive change within the company i.e. culture change, customer experience change, and more.

Regardless if you’re new to the role and the organization or simply new to the role, you’re going to encounter challenges along the way. The key is how you overcome these hurdles when they come along.

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.