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Quadient Blog

Connecting ideas and people.

Differentiation Is Tough, But Worth It.

Posted by Scott Draeger on Wednesday, August 28, 2019 - 15:33

Everyone talks about differentiation. But a lot of companies are just following a trend of talking about differentiation, which is more like “same-iation.” If you’re talking about differentiation, Quadient believes you should have something different to show for it. Quadient’s Customer Journey Mapping tool is just that.

As you may know, Quadient has been actively improving CX (Customer Experience) for a while now. We have employees who are certified as CCXPs (Certified Customer Experience Professionals) and others who have earned additional certifications in the area of CX.

Journey Mapping Has Evolved. Are You Keeping Up?

Posted by Avi Greenfield on Thursday, August 22, 2019 - 20:47

The path in which customers engage with companies is no longer a linear one —it’s constantly changing. Consumers are interacting with brands through whichever channel is most convenient in the moment, and their needs and preferences are changing constantly. These factors are resulting in a few key challenges for organizations.

Consumers are expecting organizations to:

How to Fine Tune Your Customer Journey Mapping

Posted by Stephanie Clarke on Monday, August 12, 2019 - 17:52

When an organization has a client base that is composed of multiple generations it’s easy to make assumptions about the desires and wants of each generation based on generalities. Doing this, however, would be unwise.

For example, not every member of an older generation prefers to speak to a live person and not every member at the younger end of the target audience spectrum wants to conduct all of their business over a smartphone.

Quadient Named Overall Leader for Second Consecutive Year on the 2019 Aspire Leaderboard

Posted by Scott Draeger on Wednesday, May 22, 2019 - 14:45

The results are in, and we are incredibly proud to have been recognized once again by Aspire Customer Communications Services as an Overall Leader in 2019!
 

 

 

Want to stay ahead of the game? Make sure you know your customer’s journey

Posted by Laurent Ghio on Thursday, January 17, 2019 - 17:35

For almost every industry, the balance of the power is with the customer as a result of digital technologies. More and more customers are using digital tools and platforms to research, plan, book, transact and share what they do with organizations and the number of people who do so is growing steadily.

 

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.

Improving the customer experience with Customer Journey Mapping (CJM)

Posted by Esther Labrie on Thursday, September 27, 2018 - 11:33
What is CJM? A customer journey map is a step-by-step illustration of how your customers interact with your organization. It’s created by taking a walk in your customers’ shoes as they purchase and consume your products and services. Journey maps highlight customer needs, technical obstacles, and emotions throughout every interaction with your company. As a result organizations are able to take action and improve the customer experience.

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.  

Quadient July eNews

Posted by Rob Daleman on Monday, July 16, 2018 - 17:13
More great news to share this month including Quadient being ranked as the overall CCM Leader on the 2018 Aspire Leaderboard; MyCustomer's 2018 global CJM research report; plus a couple of customer stories including David Nixon from the New Zealand Post and Paul DeSantis, CIO of ANRO on how print is alive and well.

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. 

Omni-channel execution from a single UI!

Posted by Scott Draeger on Wednesday, May 23, 2018 - 23:11

At Quadient, we learn by listening. As our customers have been adding channels to their installations, they have been facing production stream management challenges. When customer preference collides with bounce backs and other undelivered messages, business users often have to track down pieces in several production systems (print, web, email, SMS, etc) to find the problem. This is often so much trouble, that business users choose to not support the channels customers love, which impacts CX negatively. 

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

 

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.)

Measuring Results is the Key to Nailing Down Future CX Program Success

Posted by Tamir Sigal on Tuesday, February 20, 2018 - 20:42

I’ve been known to tackle the odd home improvement project around my place. If you’re the same then you’re probably familiar with the old adage “measure twice, cut once”. 

For those of you who are handyman-challenged this power tool proverb simply means that before firing up the circular saw and cutting that piece of wood, double-check your measurements for accuracy otherwise you could make a wrong cut and waste material, money and time.

The importance of accurate measurements can also be applied to a company’s CX program.

How to Offer a Successful Employee Onboarding Experience

Posted by Laurent Ghio on Thursday, January 11, 2018 - 04:14

Working with many companies around the world , it became apparent that large organizations could apply the customer journey mapping technique to internal needs like mapping the employee journey.

It’s easy to find Quadient in 2017. It will be easier in 2018!

Posted by Scott Draeger on Tuesday, December 12, 2017 - 23:36

As we get ready to close 2017 and concentrate on 2018, it makes sense to pause and reflect on the year. There are some lessons to be learned. There are some lessons that we haven’t learned yet. There are also some opportunities to celebrate a bit. 

In the age of CX, the customers make the company

Posted by Scott Draeger on Wednesday, October 25, 2017 - 05:07

It’s been a very busy few weeks at Quadient. In the last six weeks, we’ve seen the launch of the Quadient brand, user conference on two continents, planning sessions for each of the major product lines, and more. Since we passed a lot of milestones, it’s time to step back and reflect on what we learned.

Navigating the Challenge of Customer Journey Analytics

Posted by Rob Daleman on Tuesday, October 17, 2017 - 15:32

Customer journey analytics is an emerging field that offers marketers the ability to “bridge the gap” between the experience that they believe they are providing to customers, and the actual journey their customers live through. In their Market Guide for Customer Journey Analytics (featuring Quadient), Gartner describes this product category in the following manner:

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.