Quadient Blog

Connecting ideas and people.

Don’t Throw All Your Eggs into the Digital Basket: Why Insurance Companies Should Employ a Hybrid CX Approach

Posted by Rob Daleman on Wednesday, February 6, 2019 - 19:45
Digital. Digital. Digital. It’s been all the talk, not just in the insurance area, but in every industry. If you want to stay competitive and maintain customer loyalty you need to go digital. Customers don’t want call centres and brick and mortar locations any more, they want digital experiences, right? Wrong. New research from Forrester’s Customer Experience Index (CX Index™) reveals that committing to a full-on digital approach may actually lead to failure. Read more.

Communications & Technology: the 4 CX trends for 2019

Posted by Esther Labrie on Wednesday, January 9, 2019 - 14:32
We are living in a rapidly evolving world, where all customers are exceedingly connected, and technology is highly digital. Customers are educated, bombarded with communications and spoilt for choice. Differentiation via price and features is no longer sufficient; customers today place significance on excellent experiences as the most desired option when making purchasing choices. For organizations this means an increasing linkage between success and technology. This blog outlines the key CX tech trends that CX professionals must address to stay ahead of the game in 2019 and beyond.

Why making customer experience a priority is a good idea

Posted by Esther Labrie on Tuesday, December 18, 2018 - 22:32
Recent studies show that Customer Experience (CX) leaders generate 5.7 times more revenue than companies that do not make customer experience a priority. It’s no surprise then, that the way customers perceive their interactions with brands has become a primary focus for businesses. Quadient makes sure customers are enabled to deliver an excellent experience that will help them outperform the competition. This blog talks about some of the most obvious but also complex insights that demonstrate why focusing on CX really is a good idea.

How to have a relationship with a customer you’ve never met

Posted by Andrew Stevens on Tuesday, September 25, 2018 - 15:49

Expectations of what a bank should be are constantly being raised and not just by other banks. Banks are being measured against providers of non-financial services too. 

Consumers are comparing the digital experience they have with their bank to the digital experiences they have with companies like Starbucks, Apple, Amazon and more.  

Speaking of Amazon, recently it was reported that Amazon is considering offering chequing accounts. 

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.

 

Moving to a digital experience will pay dividends for financial institutions

Posted by Andrew Stevens on Thursday, July 19, 2018 - 14:46

Digital business transformation is a must if financial institutions want to keep pace with customer experience expectations.

According to Peter Wannemacher, Principal Analyst at Forrester, many financial institutions are moving towards an omni-channel, digital experience but, unfortunately, they are not keeping pace with shifting customer behaviours and expectations.

“If you can’t keep pace,” Peter Wannemacher warns, “you risk becoming irrelevant which could impact your organization’s growth and sustainability.”

Financial services apps in the future: Don't bank on it

Posted by Antoine Hemon-Laurens on Thursday, March 1, 2018 - 19:43

You can pretty much guarantee that any bank you hold an account with will have its own mobile app: they’ve become a must-have over the last decade. However, the shape of the industry is changing, which means banking apps are not guaranteed to be here in the future.

Customer Focused CIOs Should Avoid Bimodal IT

Posted by Rob Daleman on Wednesday, November 1, 2017 - 17:22

Last week, we examined the pressures on the CMO to deliver faster, more relevant innovation to drive customer engagement across a growing number of channels, and how these pressures continue to lead to a proliferation of Martech software acquisitions that are disconnected from traditional IT systems. In fact, reviewing marketing spend on traditional vs. new forms of advertising make it clear – CMOs continue to transition away from traditional marketing channels to put their time, attention and budget into digital marketing.

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.

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.

Machine Learning in Identity Resolution

Posted by Holger Wandt on Wednesday, May 31, 2017 - 13:32

Business intelligence trends show that the focus on data analytics is rapidly increasing. New and improved data analytics tools are being created, such as the Google Analytics 360 suite. Last year Gartner stated that it is Google's intention to compete in enterprise data-driven marketing and analytics. Interesting stuff, which once again shows data management is more dynamic than ever.

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.

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.” 

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? 

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.

Five customer communications trends in 2016

Posted by Johnny Lu on Monday, February 1, 2016 - 19:50

Consumer technology has heralded a new age; the age of the customer is here, and this is shifting the balance of power.

Today, consumers have an ever-increasing wealth of information at their fingertips and a growing demand for instant communication; they want to easily interact with and receive quick responses from customer service operatives, access information readily across the multiple devices they own, and transact on-the-go.

A Modest Proposal: Uber Cabs, Crashing Drones & Identity Theft

Posted by Andrew Hellard on Monday, January 18, 2016 - 21:33

I propose the following thought experiments for all readers who are also insurance customers. The overlap between these two groups should be approximately 100%. If you are not an insurance customer, you should stop reading, acquire some basic coverage, and then come back to finish this post. Seriously.

Thought experiments:

5 keys traditional banks need to fight the FinTech revolution

Posted by Antoine Hemon-Laurens on Wednesday, January 6, 2016 - 21:14

New start-ups and competitors are starting to make a noticeable impact on the financial industry’s staid traditional retail and investment banks. The smartest traditional banks though; see it as an opportunity and are already embracing the trend of investing towards in-house start-ups or experimenting with mobile-first banking apps but most are hesitating to cross the new technology adoption chasm.