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Quadient Blog

Connecting ideas and people.

How to Deliver CX that Appeals to a Multi-generational Customer Base: We Asked Experts from Around the World

Posted by Stephanie Clarke on Thursday, July 11, 2019 - 15:43
Unless your business is focused on a specific age group, targeting one generation to the exclusion of others is not always a good strategy. At the same time, each generation has a different comfort level with technology which means a one-size-fits-all approach to Customer Experience (CX) would leave many of them dissatisfied.  So what’s a company to do? We asked CX experts from around the world to offer their perspective, insights and advice on the challenge of delivering a CX experience that connects with multiple generations at the same time.

CX in Claims: The Future Will be Different. Be Ready Now.

Posted by Andi Dominguez on Tuesday, July 9, 2019 - 18:51
The widespread use of digital has forever changed the way people view their interactions with insurance companies, especially when involved in a property/casualty claims scenario. Expectations have never been higher and it’s not just those of the end client. Every person involved in the claims ecosystem—customers, agents/brokers, claims partners, healthcare providers and law enforcement personnel—expect that when they interact with an insurer the claims process will be quick, accurate and via their preferred device and channel.

The Steps to Optimize CCM Projects Delivery to Market

Posted by Arif Ali on Tuesday, July 9, 2019 - 16:39

The challenging part of any project is to map the step by step journey to its successful completion. While on the surface it sounds like a simple process, in reality, it is not especially when it comes to customer communication delivery. There are many stakeholders involved in a CCM project – including various technology teams, business, marketing, compliance and regularity bodies and the list goes on.

CX Day is Only 2 Days Away!

Posted by Mirza Baig on Monday, June 24, 2019 - 15:26
Bolster Your CX Knowledge: Complimentary 3-Hour Virtual Event. On Wednesday, June 26 prepare to be inspired. That’s the day the third annual Quadient CX Day takes place. This year’s event features another impressive lineup of speakers and participants. Best of all, this three-hour virtual event is absolutely free to register for. It all kicks off at 9:00 AM EDT/2:00 PM BST/3:00 PM CST.

Relieve Compliance Stress: A Modern CCM Platform is Just the Medicine

Posted by Stephanie Clarke on Wednesday, June 5, 2019 - 01:28

Being a compliance officer is not for the faint of heart.

In a nutshell their job is to ensure their company complies with outside regulatory and legal requirements as well as internal policies and bylaws.

What “The 2019 Aspire Leaderboard for CCM” means for you in 2024

Posted by Scott Draeger on Thursday, May 30, 2019 - 15:21

Despite starting this post by talking about GAAP accounting for software, I promise it will get less boring by the end. The Aspire Leaderboard for 2019 identifies Quadient as the Overall Leader in the CCM market. While that’s great for 2019, let’s look out to 2024.

10 Things to Consider When Evaluating CCM Platforms

Posted by Scott Draeger on Wednesday, May 29, 2019 - 19:21
In reviewing the 2019 Aspire Leaderboard, there are several ways to look at the results. With 23 competitors fighting hard to define the CCM market in a time of change, the lens through which you look at the results is important. Some companies are focusing on doing a simple thing very well at scale. Others are pursuing an acquisition strategy to add capabilities to a growing portfolio. Some are investing in growth by acquiring large venture capital injections. While corporate strategy and competition is interesting, it’s not nearly as important as your projects. So, let’s look at the impact of corporate strategy on the projects you have, today, tomorrow and beyond.

Outperform at Onboarding: Put the Customer First

Posted by Rob Daleman on Tuesday, May 28, 2019 - 22:09

Congratulations to the team at Santander UK for being awarded the 2019 Celent Model Bank award for Commercial Customer Onboarding!  This prestigious award was launched 12 years ago and recognizes financial institutions for best practices of technology usage in different areas critical to success in banking.  According to Celent, this year's awards were incredibly competitive, with 140 projects having been submitted by 80 institutions in 30 countries.  Quadient is proud to have played a part in the project that Santander UK undertook to earn this recognition.<

Quadient Named Overall Leader for Second Consecutive Year on the 2019 Aspire Leaderboard

Posted by Scott Draeger on Wednesday, May 22, 2019 - 14:45

The results are in, and we are incredibly proud to have been recognized once again by Aspire Customer Communications Services as an Overall Leader in 2019!



Determining the best CCM solution for your business

Posted by Scott Draeger on Tuesday, May 14, 2019 - 20:36

Include the Aspire Leaderboard in your discovery process for a valuable, independent perspective

Conducting your due diligence in order to determine which CCM solution will make the best choice for your organization can be a complex undertaking. The Aspire Leaderboard helps simplify the process.


Badge in! Conference season is in full swing

Posted by Scott Draeger on Tuesday, April 23, 2019 - 16:27

I am writing today’s blog entry on my flight to Xplor 2019 in Las Vegas, excited to kick off Conference season. Then, it’s Document Strategy Forum in Anaheim, and finally the NG Financial Services Tech Summit in Denver. Each conference this year has a different vibe. This year, we seem to be facing a challenge of establishing control over communications delivery systems in an age of the customer.

Complex documents are arduous. And your customers' don't care.

Posted by Rob Daleman on Thursday, April 11, 2019 - 17:39

Complex documents (e.g. an insurance policy, contract or welcome kit) are communications that consist of a host of variable elements. They are governed by complex business rules and logic, using metadata to ensure customers receive the content and options that best match their individual profiles and needs, across all output types and channels.

When a customer receives one, they have no idea what makes it complex. 

And they don’t care. 

Solving the mystery: How insurers can overcome common challenges of implementing a great CX strategy

Posted by Andi Dominguez on Wednesday, April 10, 2019 - 15:33

According to a survey conducted by Forrester, and Heidrick & Struggles, 84% of Customer Experience (CX) pros said that their insurance firms place CX as a higher priority than two years ago. 76% of the executives surveyed said that improving CX is a high or critical priority.

With this level of conviction, the customer experience these insurance organizations are delivering must be outstanding.

Delivering choice, convenience and personalized service in the digital age

Posted by Andi Dominguez on Thursday, April 4, 2019 - 22:24

Considered the first smart phone, IBM’s Simon Personal Computer was available to consumers in 1994, over a decade before Apple’s first iPhone. Smartphones put information at the fingertips of millions of consumers and today, people use smartphones to research, shop and purchase any number of products and services, including insurance, according to their individual needs, wants and preferences.  

Quadient Inspire: Tools to Help Customers Win

Posted by Jasjeet Mavi on Thursday, April 4, 2019 - 19:50
Using Quadient Inspire, we created a backend that allowed us to create labels of varying sizes, print configurations, content management and reporting. This created an efficient process of designing, testing, quality control and production while keeping the turn around time minimal. Moreover, we can deploy the solution for new clients in just a few minutes.

Are you Prepared for the Future of Customer Communications? 7 Critical Questions you Need to Ask

Posted by Stephanie Clarke on Wednesday, April 3, 2019 - 06:26

Now that you've read our new eBook "Top 12 Customer Communications Trends to Watch in 2019 and Beyond", what things should your organization consider to adequately prepare for what's to come? 

4 Strategic Trends to Adopt for Long-term Customer Communications Success

Posted by Stephanie Clarke on Wednesday, March 27, 2019 - 20:13

When formulating or refining your organization’s customer communications strategy, it’s important to consider not only where the customer communications management (CCM) industry is today but also where it’s heading in the future.

Having the ability to anticipate the future state of CCM and take the steps necessary now to ensure you’re prepared for what’s to come is the key to your customer communications efforts being successful down the road.

The Future of Customer Communications: 18 Unique Perspectives

Posted by Stephanie Clarke on Wednesday, March 20, 2019 - 17:56

In 2019, customers expect every company they do business with to act and interact like their favorite technology brands. Today’s hyper-connected consumers are using mobile technology to research, shop and make purchases and they expect the organizations they do business with to communicate with them on a personalized, relevant and contextual basis. 

Customer Transformation is no longer quiet at Quadient…

Posted by Scott Draeger on Wednesday, March 13, 2019 - 21:26

I’ve been working on Quadient’s Customer Transformation Initiative since August, and I’ve been pretty quiet until this week. Since August, I have been very busy listening to customers, prospects, and even some people at accounts we didn’t win. I spent a lot of time with analysts, our services team, and customers in several countries. I have also had the pleasure of working with a skunk works team on something very special. Quadient has created some revolutionary technology that brings incredible speed and efficiency to legacy CCM migrations.

Finance industry is ‘one court case away’ from CMC onslaught

Posted by Andrew Stevens on Thursday, March 7, 2019 - 16:08
Editor's note - This article was previously published in Intelligent CIO on March 7, 2019 by Alix Pressley. After targeting PPI repayments and penalties for Payday Loan Companies, consumer Claims Management Companies (CMCs) will now set their sights on financial organisations that have suffered data protection breaches, customer experience expert Quadient has warned.