Quadient Blog

Connecting ideas and people.

How insurance companies can decide on which CX Metrics to use

Posted by Andi Dominguez on Wednesday, August 7, 2019 - 16:13
Selecting and keeping track of the right Customer experience (CX) KPIs is important. Insurance companies can use them to: communicate the rationale for previous investments, validate whether improvements to the customer experience have taken place, set goals and targets for future improvements, intervene when remedial action is needed. But there’s a problem...

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.

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.

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.

Using Digital Transformation to Deliver a Better Customer Experience

Posted by Andrew Stevens on Tuesday, December 11, 2018 - 17:10

An important point for members of the FI industry to acknowledge is that they are not in the business of providing financial services and products; they are in the business of providing customer experience.

 

If they don’t already think this way, they should.

 

Customer expectations for every organization in every industry have changed and the FI industry is not immune to these expectations.

Customer Transformation

Posted by Scott Draeger on Monday, December 10, 2018 - 22:22

It’s been a while since I posted a blog entry. That’s because I have a new and exciting role at Quadient, as the VP of Customer Transformation. You might think it’s a pretty strange title, and I would agree. At Quadient, we’ve been doing things differently for a few years, and it’s time to use our recent experiences to help our customers make some of the same improvements that we have made. 

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. 

7 Deadly Service Provider Sins to Avoid this Halloween

Posted by Darren Collins on Thursday, October 25, 2018 - 20:07
Find out how you can avoid these Service Provider horrors by joining our Halloween webinar co-hosted by PrintWeek | ‘Avoid the nightmare: Be the omni-channel engine that powers your clients’ success’ | October 31, 14:00 (GMT)

Enhance CX by capitalizing on these key trends from APAC

Posted by Elicia Chan on Tuesday, October 9, 2018 - 22:32

Organizations that have made the commitment to being customer experience (CX) oriented generate 5.7 times more revenue than companies that haven’t made customer experience a priority.

Studies show that 81% of customers are willing to pay more for good service.

Companies that deliver a great customer experience outgrow companies that do not.

Brands that provide a superior customer experience become more profitable.

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?

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. 

Why insurance companies should put Quadient at the top of their consideration list

Posted by Andi Dominguez on Monday, September 24, 2018 - 21:01
Is the insurance company you work for in the process of assembling a shortlist of potential Enterprise Content Management (ECM) and Customer Communications Management (CCM) solutions? Read the recently published Novarica Market Navigator report which summarizes the requirements of insurers and the capabilities of the Quadient CCM offering, and you’ll appreciate why Quadient is the solution of choice for many insurance organizations.

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.

 

Managing the Move to Citizen Development

Posted by Rob Daleman on Tuesday, August 21, 2018 - 19:06

The past 10 years have been an amazing time for business users, as technology has brought increasing levels of capability to help users create their own solutions to problems they face.  In the late 2000s, IT teams largely adopted BYOD policies to allow individuals to select the devices of their choice, which helped bring more mobile technology into the enterprise.  During the same period, the proliferation of cloud solutions made it easier for business users to procure, deploy and implement a growing array of solutions without involving the IT organization.  Today, new low code development