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Insurance companies face an Amazonian threat – but does it demand a herculean reaction?

Posted by Simon Perry on Středa, Červen 20, 2018 - 23:31

These are potentially trying times for the insurance industry. Commoditisation has caused a race to the bottom for some, with price comparison sites increasing the incentive to compete by offering customers the lowest possible price – even if this results in a worse customer experience overall, especially in the event they have to claim. 

Is the Chief Growth Officer the new CMO?

Posted by Tamir Sigal on Úterý, Květen 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

 

Why customer retention deserves your attention

Posted by Scott Draeger on Čtvrtek, Duben 26, 2018 - 16:14

Why customer retention deserves your attention

In a study by Sitecore and Forbes Insights, the top marketing priority for 58% of respondents was attracting new customers. 40% cited their top priority as turning current customers into customers for life.  

What the study didn’t indicate was that those 58% who are focused on attracting new customers are making a mistake.

Are CXM and CCM converging?

Posted by Rob Daleman on Středa, Duben 25, 2018 - 02:05

The merger of CXM and CCM just makes sense

In 2005 Procter & Gamble (P&G) announced the purchase of razor company Gillette for $57 billion in stock. The impetus for the merger was the end goal: P&G wanted to spark internal growth and innovation in their company by incorporating many of the processes Gillette employed in theirs. 

How to deal with the forces impacting your CX

Posted by Arianna Valentini on Úterý, Duben 17, 2018 - 20:20
Think about the last time you had a bad customer experience - what did you do? Did you lodge a complaint with the organization or just tolerate the interaction? Maybe you simply switched to a competitor after that bad experience. Leaving is now the norm, according to a recent European study an average of 76% of consumers said they would leave a business if it didn’t meet their customer experience standards. The “disappearing customer” is the result of customer experiences falling short once someone enters your doors. The impact of this to your business is lasting and possibly damaging.

SP Transformation Day - The Service Provider Maturity Model

Posted by Didier Rouillard on Středa, Duben 11, 2018 - 22:14
Enterprises today are facing growing pressure from customers to digitize and streamline their processes and move from multi-channel to omnichannel platforms providing them with a better experience. Findings from the market suggest that print communication is moving in an interesting direction including packaging, labelling and 3D print. The future of print seems to be disconnected from the applications that traditional Service Providers (SP’s) are providing today – namely direct mail and transactional documents – when aligned with the objective for the enterprise to communicate and engage with their customers.Where should enterprises focus?

Where do your customer journeys lead?

Posted by Rob Daleman on Pondělí, Březen 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.  

Top 4 mistakes companies make when it comes to personalization

Posted by Stephanie Clarke on Čtvrtek, Leden 11, 2018 - 21:46


A personalized experience can be defined as an interaction or engagement that a customer has with a company that leaves them feeling as though their interests, behaviour and preferences were thoroughly taken into account. Organizations who are able to meet their consumers' emotional expectations at an individual level are better able to foster loyalty.

What can insurers learn from Alexa?

Posted by Andrew Hellard on Středa, Prosinec 13, 2017 - 17:07

More than one insurer now has an Amazon Alexa skill. While I doubt that many customers want to say “Alexa, file a claim”, I do think that insurers can take important lessons from what Amazon has done with their voice assistant. I recently set up an Echo Dot in my living room. My small children learned almost instantly that they could make it play Christmas music. This quick facility with the device piqued my interest. I discovered that one of the Amazon’s main uses for the device is voice ordering. I decided to test this process, and said “Alexa, order me some paper towels”.

Is Insurtech becoming part of the mainstream?

Posted by Andrew Hellard on Čtvrtek, Prosinec 7, 2017 - 16:14

This morning, I had the pleasure of listening to a panel discussion webinar presented by Insurance Post and Quadient on the future of Insurtech in the mainstream UK insurance industry.  The panel covered many topics surrounding the impact of Insurtech - and came to the conclusion that the future of Insurance Technology is to move beyond point solutions to a focus on the full customer journey.

Dear banker - It's time to put the customer at the center of your onboarding journey

Posted by Rob Daleman on Úterý, Prosinec 5, 2017 - 13:12

Few industries are feeling the effects of digital transformation more deeply than financial services.  According to Celent, in the last five years the global investment community has been ramping up investments in technology start-ups, specifically targeting the financial services industry.  By the end of 2015, Fintechs were already working with an estimated IT spend of nearly $20 Bn USD and growing.  Clearly, the financial services industry is a very attractive sector in which to focus the development of disruptive technologies.

Customer Focused CIOs Should Avoid Bimodal IT

Posted by Rob Daleman on Středa, Listopad 1, 2017 - 17:22

Last week, we examined the pressures on the CMO to deliver faster, more relevant innovation to drive customer engagement across a growing number of channels, and how these pressures continue to lead to a proliferation of Martech software acquisitions that are disconnected from traditional IT systems. In fact, reviewing marketing spend on traditional vs. new forms of advertising make it clear – CMOs continue to transition away from traditional marketing channels to put their time, attention and budget into digital marketing.

A short tour of insurance in Asia-Pacific

Posted by Andrew Hellard on Středa, Říjen 18, 2017 - 15:52

It is one thing to look at a map and recognize the geographic and linguistic challenges inherent in serving the full Asia-Pacific market, it’s quite another to experience those challenges for yourself. Back in late August, I wrapped up a two-week tour of Quadient’s markets in the APAC region.

Four Disruptive Forces Impacting Customer Experience in 2017

Posted by Stephanie Clarke on Středa, Říjen 11, 2017 - 15:31
CX is the new battleground for businesses. The bar is being set by fast moving, innovative organizations. As companies look to compete, they are facing 4 disruptive forces: consumer power, a growing number of communication channels, ever-changing regulations and big data.

IOT and Data Quality - The Next Challenge in CX Excellence

Posted by Rob Daleman on Úterý, Říjen 10, 2017 - 21:33

Over the past two weeks, we’ve looked at the importance of addressing weak links across your business to activate a better customer experience, along with some strategies to better prepare your business to compete via improved CX.  This week, we will dive into the growing importance of data in powering great customer experiences, and the critical role that data quality will play soon. One of the biggest factors impacting data growth is the pervasive use of mobile devices.

Quadient: Content to help you achieve your CX goals

Posted by Rob Daleman on Čtvrtek, Září 21, 2017 - 19:36


Here we are in our 2nd week as Quadient – and I wanted to thank our customers, partners and employees for embracing our new brand.  Quadient.com continues to draw a large audience from across the globe. 

How Customer Experience is Disrupting the Role of the CMO

Posted by Tamir Sigal on Úterý, Září 19, 2017 - 19:40
In the age of customer, the CMO position has risen in complexity and grown in prominence. Is it any wonder that in most organizations the CMO is under fire to become the change agent who is the critical link between the customer and the brand? Increasingly, CMOs are now responsible for critical customer facing and revenue generating systems/applications which propel the CMO into the role of “growth engine” for the business. According to a recent report by the CMO council, 68% of CEOs expect CMOs to act as primary growth/revenue drivers in their businesses.

Looking to offer the best possible customer experience? Then recognise the balance of power has shifted

Posted by Magali Germain on Pondělí, Září 18, 2017 - 20:19

Customer experience is one of the key battlegrounds where 21st century businesses can, and must, differentiate themselves if they want to succeed. Any organisation looking to do this will have to understand and face the four fundamental forces: a shift in power towards consumers, an ever-expanding volume of data, new communication channels created in the digital transition, and the need to maintain regulatory compliance. But what do these forces look like? 

Quadient: advancing the CX industry through disruptive innovation

Posted by Tamir Sigal on Středa, Září 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.

Welcome to Quadient

Posted by Henri Dura on Úterý, Září 5, 2017 - 16:51
We have spent the last 18 months working to unite three leading software providers under a net-new brand – Quadient. Quadient combines the capabilities of three Neopost sister companies