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Technophobia: The Fear of the Smartphone in Mobile Banking

Posted by Chris Chamberlain on Čtvrtek, Červenec 26, 2018 - 21:19

The Financial Conduct Authority (FCA) recently published the latest analysis from its Financial Lives survey, which looked at the preferences and habits of nearly 13,000 people from the UK. Interestingly, the survey revealed that consumers in rural areas appear to be suffering from technophobia when it comes to banking services: they are far less likely to use their smartphones for banking than those living in urban areas.

Moving to a digital experience will pay dividends for financial institutions

Posted by Andrew Stevens on Čtvrtek, Červenec 19, 2018 - 14:46

Digital business transformation is a must if financial institutions want to keep pace with customer experience expectations.

According to Peter Wannemacher, Principal Analyst at Forrester, many financial institutions are moving towards an omni-channel, digital experience but, unfortunately, they are not keeping pace with shifting customer behaviours and expectations.

“If you can’t keep pace,” Peter Wannemacher warns, “you risk becoming irrelevant which could impact your organization’s growth and sustainability.”

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.

How to Meet the Demands of Today’s High Net Worth Customers

Posted by Stephanie Clarke on Úterý, Leden 2, 2018 - 08:04


Over the past decade, global growth has led to an increase in the number of high net worth individuals (HNWIs). 

Check out these fun facts:

It's not just business, it's personal

Posted by Rob Daleman on Pondělí, Listopad 13, 2017 - 15:15

Back when we were still GMC Software in the early 2000s, Quadient set the standard at the time for personalization software with our PrintNet Solutions Portfolio.  Our tagline was literally "The New Standard in Personalized Communications".  At the time, we couldn't imagine that in 2017, new channels in online and mobile would ensure that personalization was still all the rage.

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.

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

The critical success factors of the CX role

Posted by Stephanie Clarke on Úterý, Červenec 25, 2017 - 12:11


Transforming an organization’s approach to doing business to a customer-centric one is a huge undertaking. Experienced customer experience executives all agree, success can only be achieved if critical success factors are met.

In this article we review what some of those critical success factors are and why they can have such an impact on the success or failure of a customer experience executive’s efforts.