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Quadient Blog

Connecting ideas and people.

Customer Transformation

Posted by Scott Draeger on Monday, December 10, 2018 - 22:22

It’s been a while since I posted a blog entry. That’s because I have a new and exciting role at Quadient, as the VP of Customer Transformation. You might think it’s a pretty strange title, and I would agree. At Quadient, we’ve been doing things differently for a few years, and it’s time to use our recent experiences to help our customers make some of the same improvements that we have made. 

Digital transformation versus digital solutions: What are the differences and interdependencies?

Posted by Antoine Hemon-Laurens on Tuesday, December 4, 2018 - 16:26
As I often speak at conferences about digital transformation, I am inevitably asked just what is "digital?"  This is a simple question but difficult to answer. At first people confuse digital transformation and digital solutions. These are two different things with completely different implications as it touches on different ecosystems.

Two interviews with digital transformation leaders in Chile

Posted by Antoine Hemon-Laurens on Monday, December 3, 2018 - 20:45
In this post, I relate a series of interviews conducted with leading digital transformation leaders working for companies in Chile. The theme of these interviews was about the impact of digital transformation on their industry. 

Informed Delivery in 2019

Posted by Bob Schimek on Friday, November 30, 2018 - 17:28

The Postal Service™ Informed Delivery™ program has been a work in progress for several years.  It started out as a small pilot test in Virginia.  The pilot was later expanded to include much of the New York City and Washington DC metropolitan area.  Informed Delivery then expanded nationwide and was a major theme at both the 2017 and 2018 National Postal Forums.  

Postal Service Promotions for 2019

Posted by Bob Schimek on Friday, November 30, 2018 - 17:26

The Postal Service™ was forced to go more than a year and a half with no Board of Governors, which resulted in no promotions being offered to the mailing industry in 2018.  After the successful appointment of two Governors, the Postal Service wasted little time in seeking the approval to file for a price change which included a full calendar of promotions for 2019. 

Marketing Mail Forecast: Thunderstorms Likely

Posted by Bob Schimek on Friday, November 30, 2018 - 17:22

August 23, 2018 started out as a typical uneventful day.  No one would have predicted the thunderstorm and lightning strike that the Postal Service was going to hit the mailing industry with that day.

Global data: how to match Latin and non-Latin data

Posted by Esther Labrie on Monday, November 12, 2018 - 12:55
The western world often tends to forget about those parts of the world where languages are not based on the Latin script. This is remarkable, since the language Top 10 according to Babbel (determined by its number of native speakers) contains no less than seven non-Latin languages! For data quality experts like Quadient, it means that we need to help our customers worldwide to face data challenges regardless of the language that they present themselves in. So, following my blog about diacritics in the Latin script, I will now zoom in on non-Latin characters.

Becoming Connected: Putting All the Pieces Together

Posted by Andi Dominguez on Friday, November 9, 2018 - 17:16

As insurance carriers continue to intensify their focus on customer experience (CX), they are working hard to create an executable strategy that can successfully pull together traditional customer service, multichannel customer touchpoints and social outreach. However, there are three key challenges that need to be addressed when it comes to communicating with customers in a way that improves the customer experience.

Here’s Everything You Need to Know About the 2019 Postal Service Price Change

Posted by Bob Schimek on Wednesday, October 31, 2018 - 17:01
As the mailing industry headed into the second half of 2018, more and more questions started to be raised around the Postal Service next price change and how should the industry plan and budget for this event. The Postal Service made it very clear that any price change would require Board of Governor approval before proceeding. While no specifics were ever provided, the general signal to the industry was “if Governors were approved”, the 2019 price change would be a relatively vanilla price change given that there would be very little time to get them up to speed and get the necessary approval. Based on that, many in the mailing industry budgeted for roughly a 2.5% increase for 2019.

7 Deadly Service Provider Sins to Avoid this Halloween

Posted by Darren Collins on Thursday, October 25, 2018 - 20:07
Find out how you can avoid these Service Provider horrors by joining our Halloween webinar co-hosted by PrintWeek | ‘Avoid the nightmare: Be the omni-channel engine that powers your clients’ success’ | October 31, 14:00 (GMT)

The Value of Quadient Professional Services

Posted by Greg Park on Wednesday, October 24, 2018 - 23:38
Having a professional services team isn’t unique, but neither is it a foregone conclusion for a software company. Some companies choose to rely entirely on a partner network to provide services. Quadient is deeply committed to our partner community, and we’ve also concluded that a professional services team is critical to customer success. Here’s why:

The Evolution of CCM

Posted by Steve Narancic on Wednesday, October 24, 2018 - 15:22

CCM is no longer just about making document production more effective or efficient. This is because of three significant changes in the Business Ecosphere: the need to have a digital strategy, customer experience being THE sales differentiator, and the biggest single disruptor to business – the consumer having greater choice, availability of information and control.

Are diacritics complicating your global business?

Posted by Esther Labrie on Wednesday, October 10, 2018 - 14:54
For the English-speaking world, diacritics are mostly these annoying marks that you cannot find on your keyboard. But for many others diacritics are an essential part of their language. In fact, incorrect use or omission of diacritics may have consequences for pronunciation as well as semantics. That’s where Quadient comes in. Because for those who know the importance of data quality, dealing with diacritics isn’t trivial, or just a matter of courtesy. It is essential for your business’ success. This blog lets you have a peek into one of the linguistic challenges that Quadient helps their global customers face.

Enhance CX by capitalizing on these key trends from APAC

Posted by Elicia Chan on Tuesday, October 9, 2018 - 22:32

Organizations that have made the commitment to being customer experience (CX) oriented generate 5.7 times more revenue than companies that haven’t made customer experience a priority.

Studies show that 81% of customers are willing to pay more for good service.

Companies that deliver a great customer experience outgrow companies that do not.

Brands that provide a superior customer experience become more profitable.

Why customer experience matters more every day 

Posted by Rob Daleman on Tuesday, October 9, 2018 - 20:31

Customer experience continues to be the buzzword of 2018.  Visit any business or industry conference, and you'll no doubt find keynote speeches and breakout presentations highlighting how your business can align itself to provide a better, more holistic customer experience.  Looking at Google trends, we can confirm that interest in Customer Experience as a topic is at an all time high and has been increasing consistently over the past 5 years.

The State of the CCM Market in 2018

Posted by Rob Daleman on Wednesday, October 3, 2018 - 20:17

Despite the continued projected growth and importance of the CCM market, sometimes it’s challenging to track down good information on the customer communications management market, along with a meaningful analysis of solution vendors.  Below, I will highlight the latest research available to help you navigate the evolving CCM market place.

The CCM Market is Set to Grow at 13.4% Through 2025

Data quality (or the lack thereof) and its influence on your CX

Posted by Esther Labrie on Tuesday, October 2, 2018 - 14:16
In the age of the empowered consumer, if you don't really know your customers then they're going to find a competitor who does. High quality, managed customer data will help you keep your customers, because it enables you to make the right offer to your customer at the right time and through the channel that they prefer. So that’s the theory. But are we really aware that high quality data is key to a great customer experience? Because it seems like something is holding companies back, or at least that’s the story these numbers tell us:

CJM: the 9 essential characteristics for building great communications

Posted by Esther Labrie on Thursday, September 27, 2018 - 14:00
At Quadient we get a lot of questions about what makes Customer Journey Mapping (CJM) successful and what rules its contributors should stick to if they want to continue to add to that success. That’s why we decided to align the 9 essential characteristics of any successful CJM solution.

Improving the customer experience with Customer Journey Mapping (CJM)

Posted by Esther Labrie on Thursday, September 27, 2018 - 11:33
What is CJM? A customer journey map is a step-by-step illustration of how your customers interact with your organization. It’s created by taking a walk in your customers’ shoes as they purchase and consume your products and services. Journey maps highlight customer needs, technical obstacles, and emotions throughout every interaction with your company. As a result organizations are able to take action and improve the customer experience.

Defining Customer Communications Management

Posted by Rob Daleman on Tuesday, September 25, 2018 - 21:46

While customer communications management (CCM) solutions have been around for nearly 3 decades, many of these systems have been implemented, used and managed by IT teams within the enterprise.  Modern CCM solutions, however, are extending capabilities out to new channels, and CCM is starting to catch the attention of the marketing community.  This may leave many marketers who are new to CCM asking themselves - What is customer communications management?