Fireside chat: A macro view on customer communications with our Industry Principals

How are banks, insurers, utilities and service providers responding to today's challenges

macro industry trends

Around the world, CXM industries are rapidly changing as a result of COVID-19. The pandemic has been causing great challenges for service providers, and the markets they operate in, while also creating unique challenges for customers. 

As such, service providers are changing the way in which they communicate with their customers, by integrating a more digital approach to business. 

Quadient CXM’s vertical industry experts share how organizations around the world are responding to today's challenges, such as:

  • How service providers are moving to digital services
  • What the outlook is for the industries service providers work in
  • How service providers are creating an improved customer experience
  • What we can expect in the future for CX

About the speakers:

Chris Hartigan, Chief Solution Officer, Customer Experience Management, Quadient
Christian Hartigan, Chief Solution Officer Customer Experience Management, joined Neopost in April 2018 as President and General Manager of the America's division at Quadient, bringing more than 15 years of technology industry experience to his role. Previously, Chris was Vice President of Global Accounts and Industry Solutions at Acquia, a provider in the emerging marketplace for Digital Experience platforms.

Andi Dominguez, Principal, Global Insurance & Healthcare, Quadient
As Quadient’s Principal for Global Insurance and Healthcare, Andi Dominguez is responsible for capturing global market insights through research and in consultation with industry analysts, leaders, and customers to drive innovations based on communication next-practices, consumer trends, and technology advances within the global insurance, life, and health markets. Andi is also responsible for driving Quadient’s insurance and health vertical activities including go-to-market, thought leadership, enablement, and growth efforts.

John Hoggard, Principal, Global Utilities & Telco, Quadient
John has 25 years of experience in both the utility and public sector verticals, with a focus on digital transformation strategies that optimize utility customer experience (CX) and operations.  Having worked with hundreds of utilities from every major continent, he has procured and implemented over $300 million of 'customer technologies.' John has been featured in over 30 trade publications and was the honorary Contributing Energy & Utilities Editor for Engineered Systems Magazine.  He has also authored several analyst reports for industry leaders, including a study he conducted as a Senior Energy & Utilities Advisor to The United States Secretary of Commerce.

Didier Rouillard, Digital NOW Team Leader, Quadient
Didier Rouillard has been with GMC then Quadient since 2007. After different sales and product senior management roles in Quadient, he is now running the Digital NOW Quadient program. Together with an agile internal/external team, Digital Now is the Quadient Digital transformation consulting program specialized in Digital customer interactions. Working on the digital transformation of Entreprises processes through external service providers.

Andrew Stevens, Principal, Banking and Financial Services, Quadient
With nearly two decades of experience at one of the world’s largest financial institutions, Andrew Stevens has built a global reputation as a customer experience and communication expert that can “walk the walk”, having successfully advised on, defined, and executed multiple transformation programs across countless countries to deliver tangible results.

His valuable experiences on both the technology and operational sides of banking and financial services allow for unique insights into the challenges faced by financial institutions and ensures that Quadient’s industry-leading solutions continue to meet the needs of today’s ever-evolving financial environment.

Experience

Experience

A rich history of world-class leadership

Backed by the experts

Backed by the experts

Gartner, Forrester, and Aspire

Expertise

Expertise

8 billion personalized experiences annually

Proven results

Proven results

97% customer satisfaction rate