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Connecting ideas and people.

Not-so-lovely spam, not-so-wonderful spam

Posted by Tim Dimond-Brown on Pondělí, Červenec 23, 2018 - 20:54

For a word that was only coined in 1937, “spam” has had an interesting journey – from canned food, via Monty Python sketch, to one of the major consumer irritations of the digital age. Businesses are feeling the stress of spam too – and not just because they’re also on the receiving end. Organisations that exist purely to spam consumers with irrelevant messages help give all customer communications a bad name – and make consumers more wary of relevant, useful information from scrupulous organisations.

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. 

The top 5 requirements for any GDPR-solution

Posted by Esther Labrie on Středa, Červenec 11, 2018 - 00:31

In this blog, we will discuss what you should expect a GDPR software solution to handle when it comes to consumer’s rights. We believe that whatever solution you ultimately choose, it will need to be able to provide:

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. 

You can bank on us: Customer communication lessons to learn from TSB’s problems

Posted by Chris Chamberlain on Pondělí, Červen 18, 2018 - 18:18

It’s been hard to ignore recent headlines about TSB Bank’s IT problems. Tens, if not hundreds, of thousands of customers were left locked out of their online accounts after the bank’s planned IT migration didn’t go according to plan. 

The lack of service, which can now be measured in weeks, would be bad enough. But the problem escalated when some people reported they could access other customers’ accounts and see their balances – one man granted access to £35,000 couldn’t even get through to flag the issue.

Quadient June eNews

Posted by Rob Daleman on Čtvrtek, Červen 7, 2018 - 20:00

A lot of exciting news this month - including the launch of our new Inspire R12 release and Digital Advantage Suite.  We have also opened up registration and call for speakers for the 2018 Inspire Days Quadient users conference.  See below for information on upcoming training and new content available on Quadient.com.

Fined loads of D’OH! Avoiding angry customers by respecting communication preferences

Posted by Tim Dimond-Brown on Středa, Červen 6, 2018 - 18:00

Many will remember the hilarious Simpsons episode in which Homer starts his own telemarketing scam using an autodialling machine. In the show, ‘Happy Dude’ Homer offers happiness to the citizens of Springfield if they post him $1.  Homer is eventually called out for this activity, and made to call and apologise to everyone – and naturally uses this as an opportunity to ask for further money under the guise of ‘Sorry Dude’. 

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. 

Royal Mail – Fined, sealed, delivered

Posted by Mustafa Atik on Středa, Květen 2, 2018 - 15:46

It’s not often a £12,000 fine looks like a good deal. But, in light of GDPR coming into effect this May, the Information Commissioners Office (ICO) penalising Royal Mail £12,000 for sending more than 300,000 nuisance emails to customers who had opted out of direct marketing, could seem a bargain.

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.

Executives Are Turning to Customer Experience as a Differentiator

Posted by Rob Daleman on Pondělí, Duben 16, 2018 - 23:15

Think about your enterprise and how you might have a bigger impact in your market today.  If you were to change one major item about your offering to market, to better compete and grow your market share, what would it be?  More diverse product offerings, cloud-based delivery models, lower prices, a faster supply chain? 

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?

Reinventing the banking wheel to stay relevant

Posted by Andrew Stevens on Středa, Duben 11, 2018 - 21:05

Traditional banks have faced major disruption in recent years, thanks to changing consumer demands and increased competition from challenger banks. As a result, banks such as the Royal Bank of Scotland have been examining ways to reinvent themselves. Last week, Sky News revealed that RBS is working on plans to create a standalone digital bank to compete with emerging disruptors, such as Monzo and Revolut.

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.  

Customer Communications – It’s a DIY job

Posted by Tim Dimond-Brown on Čtvrtek, Březen 15, 2018 - 19:57

Recent energy industry announcements, such as IKEA working with “Big Clean Switch” to provide cheaper 100% renewable energy to UK households, have reinforced the need for excellent customer communications. 

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.)