Quadient Blog

Connecting ideas and people.

5 Generations and Their CX Expectations: Exploring the differences and similarities

Posted by Stephanie Clarke on Tuesday, July 30, 2019 - 19:56

Unless your business is targeting one particular age group, aiming your communication initiatives at one specific generation at the exclusion of the others is not ideal.

So how can you effectively communicate with multiple generations when each age group has a different comfort level with technology?

generations defined image

Top 3 Change Management Guidelines for Your CCM Migration

Posted by Scott Draeger on Monday, July 22, 2019 - 21:57

Recently, I wrote about how Quadient’s new AI, ML and NLP-based technology can help in the RFP writing process by reading through thousands, or even millions of your customer communications to analyze how your applications can be best grouped as you create the customer communication portfolio of the future. Now that we have some rough architectural diagrams and a good feel for rules and content reassembly, let’s explore how that helps you get to the next phase of your journey.

Place new opportunities at your customers’ fingertips: leveraging Dynamic Communications to drive engagement

Posted by Michael Doomen on Thursday, January 17, 2019 - 16:07

When you work with the Quadient Suite, you quickly become familiar with Quadient Inspire Designer. Besides its powerful document creation tools, it provides you the option to create Dynamic Communications. Sounds cool enough, but what is a Dynamic Communication and why should you care?

Dynamic Communications (also often called a ‘DC’) takes customer communications to the next level and allows you to communicate with your customers in a whole new way. Let me take you on a journey. 

Solid validation of Quadient’s CX focus

Posted by Scott Draeger on Wednesday, January 16, 2019 - 17:11

Anyone who pays attention to the CCM (Customer Communications Management) market eagerly awaits any research updates by Forrester’s Craig LeClair. He covers CCM as well as RPA (Robotic Process Automation.) On January 11, Forrester Research released the latest industry report on CCM from Craig and his three coauthors.

Digital transformation versus digital solutions: What are the differences and interdependencies?

Posted by Antoine Hemon-Laurens on Tuesday, December 4, 2018 - 16:26
As I often speak at conferences about digital transformation, I am inevitably asked just what is "digital?"  This is a simple question but difficult to answer. At first people confuse digital transformation and digital solutions. These are two different things with completely different implications as it touches on different ecosystems.

Two interviews with digital transformation leaders in Chile

Posted by Antoine Hemon-Laurens on Monday, December 3, 2018 - 20:45
In this post, I relate a series of interviews conducted with leading digital transformation leaders working for companies in Chile. The theme of these interviews was about the impact of digital transformation on their industry. 

Why customer experience matters more every day 

Posted by Rob Daleman on Tuesday, October 9, 2018 - 20:31

Customer experience continues to be the buzzword of 2018.  Visit any business or industry conference, and you'll no doubt find keynote speeches and breakout presentations highlighting how your business can align itself to provide a better, more holistic customer experience.  Looking at Google trends, we can confirm that interest in Customer Experience as a topic is at an all time high and has been increasing consistently over the past 5 years.

Defining Customer Communications Management

Posted by Rob Daleman on Tuesday, September 25, 2018 - 21:46

While customer communications management (CCM) solutions have been around for nearly 3 decades, many of these systems have been implemented, used and managed by IT teams within the enterprise.  Modern CCM solutions, however, are extending capabilities out to new channels, and CCM is starting to catch the attention of the marketing community.  This may leave many marketers who are new to CCM asking themselves - What is customer communications management?

Integrating Digital Touchpoints into the Overall Customer Experience

Posted by Rob Daleman on Thursday, September 20, 2018 - 20:03

During this week’s Inspire Days user conference in Boston, Bjorn Hildahl, Head of DXP Business Unit for Quadient presented on an increasingly important topic:  What is Digital Experience?

Bjorn defined digital as the change from an Enterprise determining how they interact with their customer to a model of the customer determining how they interact with the Enterprise.

It is all about interactive data and more specifically about:

CCM and the Cloud – The Sky’s the Limit

Posted by Rob Daleman on Friday, August 31, 2018 - 21:02

Customer communications management (CCM) systems are often overlooked when it comes to the cloud.

 

This is a mistake.

 

How do you keep your customer in mind when going digital?

Posted by Rob Daleman on Thursday, August 16, 2018 - 20:25

As consumers, we are often the victims of digital processes that break down when they hit the physical world.  This weekend, we pre-ordered tickets for a show and arrived at the venue just before it was about to start.  Unfortunately, the online process was not fully digital – it required the output of paper tickets in order for us to hand over to the attendant and enter the show.

 

Are your digital projects dangerous?

Posted by Rob Daleman on Tuesday, August 14, 2018 - 01:00

It started out as a beautiful early September Sunday morning where I left home for a long bike ride, eager to check out the new expanded bike lane that had just been added north of our place.  Halfway through the ride the weather quickly turned, and I went from riding in full sunshine to racing home through a torrential downpour.  

A problem a decade in the making: are you “Digital First” or “Digital Only”?

Posted by Andrew Stevens on Wednesday, July 25, 2018 - 22:51

I was clearing out the family storage room recently and found my old work notebooks from my past life in financial services. Flicking through them, I discovered that I’m just about to pass the tenth anniversary of the first time I heard of a now famous (or infamous, depending on your point of view) concept for technology in the banking world. 

CCM as part of the larger digital experience ecosystem

Posted by Scott Draeger on Thursday, July 12, 2018 - 16:18

I know you expect a lot from Quadient. We’ve been busy since the launch of R12 in May. The PMM team finished the FMAP (First Mover Advantage Program) release 12.2 and scoped the 12.3 FMAP to advance the roadmap we’ve been bringing to you for the past few years. We’ve been innovating by following your applications, listening to the people in your organization, and adjusting our approach to make it easier for you to communicate with your clients. 

Insurance companies face an Amazonian threat – but does it demand a herculean reaction?

Posted by Simon Perry on Wednesday, June 20, 2018 - 23:31

These are potentially trying times for the insurance industry. Commoditisation has caused a race to the bottom for some, with price comparison sites increasing the incentive to compete by offering customers the lowest possible price – even if this results in a worse customer experience overall, especially in the event they have to claim. 

Quadient June eNews

Posted by Rob Daleman on Thursday, June 7, 2018 - 20:00

A lot of exciting news this month - including the launch of our new Inspire R12 release and Digital Advantage Suite.  We have also opened up registration and call for speakers for the 2018 Inspire Days Quadient users conference.  See below for information on upcoming training and new content available on Quadient.com.

Is the Chief Growth Officer the new CMO?

Posted by Tamir Sigal on Tuesday, May 1, 2018 - 15:32

Disruption is the new normal in almost every industry.  In a recent survey by KPMG, 74% of CEOs stated that their organizations are actively disrupting the sector in which they operate, and 65% see disruption as an opportunity rather than a threat.

 

Attitudes on Business graphic

 

SP Transformation Day - The Service Provider Maturity Model

Posted by Didier Rouillard on Wednesday, April 11, 2018 - 22:14
Enterprises today are facing growing pressure from customers to digitize and streamline their processes and move from multi-channel to omnichannel platforms providing them with a better experience. Findings from the market suggest that print communication is moving in an interesting direction including packaging, labelling and 3D print. The future of print seems to be disconnected from the applications that traditional Service Providers (SP’s) are providing today – namely direct mail and transactional documents – when aligned with the objective for the enterprise to communicate and engage with their customers.Where should enterprises focus?

Where do your customer journeys lead?

Posted by Rob Daleman on Monday, March 26, 2018 - 19:53

Customer centricity has become an essential focus for companies today.  One of the biggest stumbling blocks to achieving this is the fact that departments in most organizations operate in silos. They are unaware of how or, in some cases, when each department has interacted with a customer which prevents the organization as a whole from providing a single seamless journey. 

Most people, at some point, have experienced the frustration of trying to work with a company where one hand doesn’t know what the other is doing.  

Inspire R12 Excitement

Posted by Scott Draeger on Monday, March 12, 2018 - 17:14

On February 28, the last of the Inspire R12 FMAP (First Mover Advantage Program) builds were posted to our release site, meaning the first Windows version of Inspire R12 with documentation in English is complete. The Release Notes document is 64 pages, and the “New Features 12.0” document is 184 pages long. Keep in mind that this was a 16-month development program, which delivers Quadient clients best in class ROM (Return on Maintenance.)