Quick contact

Quadient Blog

Connecting ideas and people.

Quadient July eNews

Posted by Rob Daleman on Pondělí, Červenec 16, 2018 - 17:13
More great news to share this month including Quadient being ranked as the overall CCM Leader on the 2018 Aspire Leaderboard; MyCustomer's 2018 global CJM research report; plus a couple of customer stories including David Nixon from the New Zealand Post and Paul DeSantis, CIO of ANRO on how print is alive and well.

CCM as part of the larger digital experience ecosystem

Posted by Scott Draeger on Čtvrtek, Červenec 12, 2018 - 16:18

I know you expect a lot from Quadient. We’ve been busy since the launch of R12 in May. The PMM team finished the FMAP (First Mover Advantage Program) release 12.2 and scoped the 12.3 FMAP to advance the roadmap we’ve been bringing to you for the past few years. We’ve been innovating by following your applications, listening to the people in your organization, and adjusting our approach to make it easier for you to communicate with your clients. 

Omni-channel execution from a single UI!

Posted by Scott Draeger on Středa, Květen 23, 2018 - 23:11

At Quadient, we learn by listening. As our customers have been adding channels to their installations, they have been facing production stream management challenges. When customer preference collides with bounce backs and other undelivered messages, business users often have to track down pieces in several production systems (print, web, email, SMS, etc) to find the problem. This is often so much trouble, that business users choose to not support the channels customers love, which impacts CX negatively. 

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

 

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.  

Inspire R12 Excitement

Posted by Scott Draeger on Pondělí, Březen 12, 2018 - 17:14

On February 28, the last of the Inspire R12 FMAP (First Mover Advantage Program) builds were posted to our release site, meaning the first Windows version of Inspire R12 with documentation in English is complete. The Release Notes document is 64 pages, and the “New Features 12.0” document is 184 pages long. Keep in mind that this was a 16-month development program, which delivers Quadient clients best in class ROM (Return on Maintenance.)

Measuring Results is the Key to Nailing Down Future CX Program Success

Posted by Tamir Sigal on Úterý, Únor 20, 2018 - 20:42

I’ve been known to tackle the odd home improvement project around my place. If you’re the same then you’re probably familiar with the old adage “measure twice, cut once”. 

For those of you who are handyman-challenged this power tool proverb simply means that before firing up the circular saw and cutting that piece of wood, double-check your measurements for accuracy otherwise you could make a wrong cut and waste material, money and time.

The importance of accurate measurements can also be applied to a company’s CX program.

How to Offer a Successful Employee Onboarding Experience

Posted by Laurent Ghio on Čtvrtek, Leden 11, 2018 - 04:14

Working with many companies around the world , it became apparent that large organizations could apply the customer journey mapping technique to internal needs like mapping the employee journey.

It’s easy to find Quadient in 2017. It will be easier in 2018!

Posted by Scott Draeger on Úterý, Prosinec 12, 2017 - 23:36

As we get ready to close 2017 and concentrate on 2018, it makes sense to pause and reflect on the year. There are some lessons to be learned. There are some lessons that we haven’t learned yet. There are also some opportunities to celebrate a bit. 

In the age of CX, the customers make the company

Posted by Scott Draeger on Středa, Říjen 25, 2017 - 05:07

It’s been a very busy few weeks at Quadient. In the last six weeks, we’ve seen the launch of the Quadient brand, user conference on two continents, planning sessions for each of the major product lines, and more. Since we passed a lot of milestones, it’s time to step back and reflect on what we learned.

Navigating the Challenge of Customer Journey Analytics

Posted by Rob Daleman on Úterý, Říjen 17, 2017 - 15:32

Customer journey analytics is an emerging field that offers marketers the ability to “bridge the gap” between the experience that they believe they are providing to customers, and the actual journey their customers live through. In their Market Guide for Customer Journey Analytics (featuring Quadient), Gartner describes this product category in the following manner:

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.

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.

Machine Learning in Identity Resolution

Posted by Holger Wandt on Středa, Květen 31, 2017 - 13:32

Business intelligence trends show that the focus on data analytics is rapidly increasing. New and improved data analytics tools are being created, such as the Google Analytics 360 suite. Last year Gartner stated that it is Google's intention to compete in enterprise data-driven marketing and analytics. Interesting stuff, which once again shows data management is more dynamic than ever.

Walking the walk…

Posted by Scott Draeger on Čtvrtek, Únor 16, 2017 - 14:04

We had a very busy two weeks with the launch of Inspire R11, which is the latest in CCM technology. There are a lot of great new features in the release, but the big message is that Inspire R11 is serious about CX (Customer Experience) and UX (User Experience.)

Listen to...the customer!

Posted by Holger Wandt on Pondělí, Listopad 28, 2016 - 14:10

The starting point of customer lifetime value lies in making sure that the input of data is correct, valid, complete and standardized. This guiding principle is used in traditional data quality management, but it most definitely applies to "new" ways of dealing with customer data. New channels, online contact forms, self-service portals, different customer behavior - the changing environment adds new challenges to the art of intelligent data management.

Hyper-personalization: Why Banks and Insurance Companies are Sitting on a Goldmine

Posted by Rob Daleman on Pondělí, Listopad 21, 2016 - 08:00

When it comes to data, banks and insurance companies are sitting on a goldmine. They have access to billions of data points on their customers that can be leveraged to engage in a highly contextualized manner.

The Missing Link to CX Transformation

Posted by Scott Draeger on Pondělí, Listopad 14, 2016 - 08:00

When it comes to the CX strategy, customer communications are often one of the most overlooked—yet critical—components of the customer journey. In many cases, the CX strategy tends to focus on frontline communications— training and coaching employees regularly on how to best speak (and interact) with customers.

Keeping it Simple: The Top 4 Business Benefits of Customer Communication Management

Posted by Rob Daleman on Pondělí, Říjen 31, 2016 - 08:00

While the business benefits to adopting a centralized customer communication management (CCM) solution are plentiful, discussions around CCM can be complex at times. Let's break it down and make it simple. Here we will highlight four fundamental ways in which CCM will improve your business.


1. Improve the customer experience

Centralized CCM platforms that enable real-time, cross-channel, interactive communications result in dramatically higher customer experience. They achieve this in the following ways:

How to Become CCXP Certified

Posted by Laurent Ghio on Úterý, Říjen 25, 2016 - 17:12

Let me tell you about how I passed the CXPA certification to become a CCXP (Certified Customer Experience Professional).

Why?

I like to take on new challenges. For years, I’ve been looking at our customers through the lens of my product marketing responsibilities I wanted to think outside of the box, I wanted to get closer to our customers and understand their moments of pain and delight.