Quadient Blog

Connecting ideas and people.

Solving the mystery: How insurers can overcome common challenges of implementing a great CX strategy

Posted by Andi Dominguez on Wednesday, April 10, 2019 - 15:33

According to a survey conducted by Forrester, and Heidrick & Struggles, 84% of Customer Experience (CX) pros said that their insurance firms place CX as a higher priority than two years ago. 76% of the executives surveyed said that improving CX is a high or critical priority.

With this level of conviction, the customer experience these insurance organizations are delivering must be outstanding.

Delivering choice, convenience and personalized service in the digital age

Posted by Andi Dominguez on Thursday, April 4, 2019 - 22:24

Considered the first smart phone, IBM’s Simon Personal Computer was available to consumers in 1994, over a decade before Apple’s first iPhone. Smartphones put information at the fingertips of millions of consumers and today, people use smartphones to research, shop and purchase any number of products and services, including insurance, according to their individual needs, wants and preferences.  

Are you Prepared for the Future of Customer Communications? 7 Critical Questions you Need to Ask

Posted by Stephanie Clarke on Wednesday, April 3, 2019 - 06:26

Now that you've read our new eBook "Top 12 Customer Communications Tends to Watch in 2019 and Beyond", what things should your organization consider to adequately prepare for what's to come? 

The Future of Customer Communications: 18 Unique Perspectives

Posted by Stephanie Clarke on Wednesday, March 20, 2019 - 17:56

In 2019, customers expect every company they do business with to act and interact like their favorite technology brands. Today’s hyper-connected consumers are using mobile technology to research, shop and make purchases and they expect the organizations they do business with to communicate with them on a personalized, relevant and contextual basis. 

Finance industry is ‘one court case away’ from CMC onslaught

Posted by Andrew Stevens on Thursday, March 7, 2019 - 16:08
Editor's note - This article was previously published in Intelligent CIO on March 7, 2019 by Alix Pressley. After targeting PPI repayments and penalties for Payday Loan Companies, consumer Claims Management Companies (CMCs) will now set their sights on financial organisations that have suffered data protection breaches, customer experience expert Quadient has warned.

Are You Response Ready? The 4 Main Challenges to CX Success and How to Overcome Them

Posted by Stephanie Clarke on Wednesday, March 6, 2019 - 19:23

A great customer experience (CX) evokes positive feelings and emotions, which leads to happy, satisfied customers and increased loyalty. It also helps businesses stand out from the competition—in fact CX is rapidly becoming a more important differentiator than product or price, especially in industries that are heavily regulated.

 

How do you improve customer experience? 4 trends impacting your CX efforts

Posted by Rob Daleman on Friday, March 1, 2019 - 16:39

Improving customer experience means creating a more positive perception in the minds of customers in both how they are treated by your company, and the feelings that they have across their interactions with your organization. Every touchpoint contributes to the overall customer experience. Managing customer interactions is therefore critical for delivering an excellent customer experience.

 

Insurers can see the future. So, what’s holding up the party?

Posted by Andi Dominguez on Tuesday, February 12, 2019 - 18:20

Insurers are still playing catch-up with the needs and expectations of today’s digital savvy customers.

These hyper-connected consumers are using mobile technology to research, shop and make purchases and they expect the organizations they do business with to communicate with them on a personalized, relevant and contextual basis.

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.

Customer communication unification: start building your business case

Posted by Scott Draeger on Tuesday, February 5, 2019 - 14:53

In the past, you might have heard a few marketing people demanding that a communication is “on brand,” meaning the style, language, visual representation and tone is using approved content. Today, CX programs are in control of more and more communications that impact customer experience, and being “on brand” has become a commodity. The real challenge now lies in delivering personalized communications that are consistent and compliant, through the channel or channels customers prefer.

Did you ever have to make up your mind?

Posted by Andi Dominguez on Tuesday, January 29, 2019 - 19:58
Customer experience (CX) metrics are important. Insurance companies can use them to: 1. communicate the rationale for previous investments, 2. validate whether improvements to the customer experience have taken place, 3. set goals and targets for future improvements, and 4. intervene when remedial action is needed. But there’s a problem...

From disconnected to unified communications in 6 steps

Posted by Scott Draeger on Tuesday, January 29, 2019 - 12:10

Organizations are often reluctant to change an operational environment, for various reasons. You may think to yourself, “my company makes millions of customer connections every day and it’s going well.” You might even have metrics that prove the contribution of each project to each department, or multiple years of data showing trends of cost reduction. But, you probably are not fully accounting for the ownership and operational cost of each system.

It’s a Must in the Digital Age: a Seamless, Efficient Claims Process

Posted by Andi Dominguez on Thursday, January 24, 2019 - 22:25

The arrival of the digital age has created higher customer expectations. Today’s customer expects whatever organization they’re interacting with, no matter what the industry, to provide a seamless, efficient, omni-channel experience.

The majority of large retail and investment banks were early adopters of digital strategies which allowed them to be some of the first organizations to digitally transform themselves and keep pace with customer expectations.

Calculating the True Cost of Your Customer Communication Strategy

Posted by Scott Draeger on Monday, January 21, 2019 - 17:21
Editor's Note - This article was originally published in Document Strategy Media on January 8, 2019. As customer experience (CX) thinking continues to take center stage in leading enterprises, customer communications are seen as critical for bringing improved customer experiences to fruition. In shifting customer communication to a strategic function, it is important to know the true costs involved in communicating with customers in order to have a clear understanding of the return on investment.

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.

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.

Customer Blog: Preparing an executive demo of Quadient® Inspire

Posted by Mitch Kocen on Thursday, January 3, 2019 - 22:09

Congratulations! Your months of planning, dedication and hard work lead to the successful implementation of your Quadient Inspire solution! Now that you’re done, senior leadership wants a demo, to see what all this fuss has been about. You have 15 minutes next week to present the solution, justify the effort and build enthusiasm for the next phase of the implementation. How are you going to wow them?

Why insurance companies need to mind the gaps when it comes to customer experience

Posted by Andi Dominguez on Friday, December 21, 2018 - 15:52

Anyone who has ever had to make an insurance claim knows that even when it’s a minor claim it’s an inconvenience.

The arrival of digital has improved the process significantly -- from digitizing communications to automating processes (digital has transformed how insurers operate and how they communicate).

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.

TAM: it stands for “Technical Account Manager” and “Success”

Posted by Greg Park on Tuesday, December 11, 2018 - 23:24

Whenever an organization commits to implementing a new IT solution they do so with the goals being seamless integration with their existing infrastructure, attaining the results they envisioned and optimizing their return on investment. In most cases these goals are achieved while in the hands of an organization’s internal IT resources. However, sometimes the addition of an individual well-versed in the chosen solution is required to reach project success.