Quadient Blog

Connecting ideas and people.

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

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?

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

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).
TechValidate survey findings: how customers are using Human Inference

TechValidate 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

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.