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.

One of the early items we delved into was the concept of customer journey maps. Right away, we recognized that this was a great opportunity to connect Quadient’s traditional users to some of the larger strategic projects in the industry.

Being different got us noticed

When our Customer Journey Mapping utility made its debut in the cloud in 2015, we knew we were onto something. Our perspective was validated when our technology was acknowledged in the first ever market research reports from Forrester and Gartner. The exposure continued from there as we were mentioned in updated coverage of relevant reports as well.

We didn’t exactly fit in the box, because our approach was different

Our Customer Journery Mapping tool employed customer journey concepts to shine a light on the communications that were (and still are) most ignored by the CX experts who prefer to focus on the communications that happen before the sale. Employing this approach made CX more inclusive, elevating "after the sale" communications to the level that  customers deserve.

Quadient likes to work in the spaces between markets, because customers often get lost in the areas not covered. In doing so we seek to enter these empty spaces to reduce integration and the frustration associated with the space between clearly defined technical markets.

This same philosophy is explored in a great, new report from Mila D’Antonio at Ovum. In it she echoes Quadient's point of view; how it is no longer enough to visualize customer journeys and in support of this train of thought she talks about another emerging technology that can help take your customer journey mapping from static to dynamic workflow. In my opinion this informative report is well worth reading.


 

 

Scott Draeger

Scott Draeger

VP of Customer Transformation

Scott joined the industry in 1997, after earning a B.A. from University of Nevada, Las Vegas. He started as a document designer using several VDP technologies, before moving to the software side of the industry. He has more than 17 years of experience in the document composition software industry as both a transactional document designer and a software vendor. He earned his EDP and M-EDP certification from Xplor and his MBA in 2007 from the Lake Forest Graduate School of Management.

Recursos relacionados

Inspire Plug-in para Salesforce®
Folleto

Inspire Plug-in para Salesforce®

Inspire Plug-in para Salesforce® permite a los usuarios comerciales aprovechar los datos de los clientes para generar, personalizar, entregar y almacenar comunicaciones con...

Inspire Evolve: cloud customer communications built for the future
Video

Inspire Evolve: comunicaciones en la nube diseñadas para el futuro

Mire el video para aprender cómo puede transformar la experiencia de sus clientes de la noche a la mañana, empoderara los empleados de primera línea y dar un respiro a su equipo de TI.
2021 Aspire Leaderboard Quadient
Informe de los analistas

Quadient Nombrado un Líder en el Reporte Aspire 2021 para CCM

Quadient ha sido reconocido como un Líder General en el Reporte Aspire 2021 por su Gestión de Comunicación con el Cliente
SPARK Matrix Journey Mapping
Informe de los analistas

Quadient Nombrado un Líder en el Mapeo de Recorrido del Cliente de SPARK Matrix™ 2021.

Quadient es el único proveedor de soluciones de Gestión de Comunicaciones con el Cliente (CCM) que ha sido destacado y nombrado un Líder en SPARK Matrix™ por su Mapeo del Recorrido del Cliente.
Experiencia

Experiencia

Una rica historia sobre liderazgo de clase mundial

Respaldada por los expertos

Respaldada por los expertos

Gartner, Forrester y Aspire

Especialidad

Especialidad

8 billones de experiencias personalizadas anualmente

Resultados comprobados

Resultados comprobados

97% de tasa de satisfacción del cliente