Quadient Blog

Connecting ideas and people.

What “The 2019 Aspire Leaderboard for CCM” means for you in 2024

Posted by Scott Draeger on Thursday, May 30, 2019 - 15:21


Despite starting this post by talking about GAAP accounting for software, I promise it will get less boring by the end. The Aspire Leaderboard for 2019 identifies Quadient as the Overall Leader in the CCM market. While that’s great for 2019, let’s look out to 2024.

10 Things to Consider When Evaluating CCM Platforms

Posted by Scott Draeger on Wednesday, May 29, 2019 - 19:21
In reviewing the 2019 Aspire Leaderboard, there are several ways to look at the results. With 23 competitors fighting hard to define the CCM market in a time of change, the lens through which you look at the results is important. Some companies are focusing on doing a simple thing very well at scale. Others are pursuing an acquisition strategy to add capabilities to a growing portfolio. Some are investing in growth by acquiring large venture capital injections. While corporate strategy and competition is interesting, it’s not nearly as important as your projects. So, let’s look at the impact of corporate strategy on the projects you have, today, tomorrow and beyond.

Outperform at Onboarding: Put the Customer First

Posted by Rob Daleman on Tuesday, May 28, 2019 - 22:09

Congratulations to the team at Santander UK for being awarded the 2019 Celent Model Bank award for Commercial Customer Onboarding!  This prestigious award was launched 12 years ago and recognizes financial institutions for best practices of technology usage in different areas critical to success in banking.  According to Celent, this year's awards were incredibly competitive, with 140 projects having been submitted by 80 institutions in 30 countries.  Quadient is proud to have played a part in the project that Santander UK undertook to earn this recognition.<

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!
 

 

 

Determining the best CCM solution for your business

Posted by Scott Draeger on Tuesday, May 14, 2019 - 20:36

Include the Aspire Leaderboard in your discovery process for a valuable, independent perspective

Conducting your due diligence in order to determine which CCM solution will make the best choice for your organization can be a complex undertaking. The Aspire Leaderboard helps simplify the process.

 

Badge in! Conference season is in full swing

Posted by Scott Draeger on Tuesday, April 23, 2019 - 16:27

I am writing today’s blog entry on my flight to Xplor 2019 in Las Vegas, excited to kick off Conference season. Then, it’s Document Strategy Forum in Anaheim, and finally the NG Financial Services Tech Summit in Denver. Each conference this year has a different vibe. This year, we seem to be facing a challenge of establishing control over communications delivery systems in an age of the customer.

Complex documents are arduous. And your customers' don't care.

Posted by Rob Daleman on Thursday, April 11, 2019 - 17:39

Complex documents (e.g. an insurance policy, contract or welcome kit) are communications that consist of a host of variable elements. They are governed by complex business rules and logic, using metadata to ensure customers receive the content and options that best match their individual profiles and needs, across all output types and channels.

When a customer receives one, they have no idea what makes it complex. 

And they don’t care. 

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.

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 Trends to Watch in 2019 and Beyond", what things should your organization consider to adequately prepare for what's to come? 

4 Strategic Trends to Adopt for Long-term Customer Communications Success

Posted by Stephanie Clarke on Wednesday, March 27, 2019 - 20:13

When formulating or refining your organization’s customer communications strategy, it’s important to consider not only where the customer communications management (CCM) industry is today but also where it’s heading in the future.

Having the ability to anticipate the future state of CCM and take the steps necessary now to ensure you’re prepared for what’s to come is the key to your customer communications efforts being successful down the road.

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. 

Customer Transformation is no longer quiet at Quadient…

Posted by Scott Draeger on Wednesday, March 13, 2019 - 21:26

I’ve been working on Quadient’s Customer Transformation Initiative since August, and I’ve been pretty quiet until this week. Since August, I have been very busy listening to customers, prospects, and even some people at accounts we didn’t win. I spent a lot of time with analysts, our services team, and customers in several countries. I have also had the pleasure of working with a skunk works team on something very special. Quadient has created some revolutionary technology that brings incredible speed and efficiency to legacy CCM migrations.

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.

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.

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.

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.

New Year, new channels… Quadient on Twitch.tv

Posted by Scott Draeger on Monday, January 7, 2019 - 17:47

Happy New Year! When the calendar changes, thoughts turn towards new things. At Quadient, we are always watching for new and interesting channels. We are also constantly looking for new ways to engage with our current and future clients. Every once in a while, things converge. We are at one of these convergence points today. 

Customer Blog: Quadient® Inspire sets the standard for CCM

Posted by David Nixon on Tuesday, December 11, 2018 - 22:42

My experience with Quadient Inspire started around five years ago, when it was chosen to be the single platform at New Zealand Post Limited that replaced a mixture of nine different legacy platforms.

Inspire was the first composition tool I encountered where there wasn’t a reliance on at least one other software tool to do pre- or post-processing steps to enable an end-to-end solution for customers.