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Quadient Blog

Connecting ideas and people.

In the age of CX, the customers make the company

Posted by Scott Draeger on Wednesday, October 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.

Is Mobile Banking Dead?

Posted by Antoine Hemon-Laurens on Tuesday, October 24, 2017 - 19:46

In a recent blog article titled “Mobile Banking is dead," Dharmesh Mistry shares the latest mobile application trends. In the article, Dharmesh points out how the banking industry is moving from transactional communications to experience. Customer experience is the real engine driving changes. Fintechs and venture capitalists have understood it for a long time.

Is Martech a Barrier to Your Digital Transformation Strategy?

Posted by Rob Daleman on Monday, October 23, 2017 - 23:15

The last ten years have seen tremendous change in the role of the CMO. Marketing leaders have expanded organizational responsibility and are taking on expending ownership of large scale IT projects.  According to Gartner, 2017 is predicted to be the year where marketing leaders begin to spend more than their IT counterparts on technology and systems – At the beginning of 2017, CMOs were spending 3.2% of company revenue on technology spend, while CIOs averaged 3.4%.

Is Data-Driven Marketing Living up to Its Promise?

Posted by Corrie Brague on Thursday, October 19, 2017 - 11:51

Interestingly enough, the problems now being realized by marketers have been seen as traditionally IT-related problems for years. But, now as the business climate changes and consumer expectations are on the rise, the burden has been passed along to marketers – who in many cases now rely on data to feed their personalized and segmented campaigns. 

A short tour of insurance in Asia-Pacific

Posted by Andrew Hellard on Wednesday, October 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.

5 steps to improving CX when processing loan applications with Quadient technology & AI

Posted by Antoine Hemon-Laurens on Tuesday, October 17, 2017 - 17:21

Artificial Intelligence (AI) is poised to be one of the biggest disrupting technologies of our lifetime. It is bound to transform our lives and will impact everything from our work habits to our relationships with others. We have already begun to see new services leveraging Bots, machine learning and artificial intelligence.

3 reasons why a Low-Code Digital Experience platform (DXP) is critical to your digital transformation strategy

Posted by Antoine Hemon-Laurens on Tuesday, October 17, 2017 - 16:28

Digital Experience Platforms help to enable successful digital transformation projects. They address key challenges derived from constantly evolving technology. Digital Experience platforms are often viewed as an evolution of WCM (Web Content Management). However, WCM has long been about website management and new customer acquisition, whereas larger opportunities reside in monetizing existing customers upselling and cross-selling products and services. 

Navigating the Challenge of Customer Journey Analytics

Posted by Rob Daleman on Tuesday, October 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:

Four Disruptive Forces Impacting Customer Experience in 2017

Posted by Stephanie Clarke on Wednesday, October 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.

IOT and Data Quality - The Next Challenge in CX Excellence

Posted by Rob Daleman on Tuesday, October 10, 2017 - 21:33

Over the past two weeks, we’ve looked at the importance of addressing weak links across your business to activate a better customer experience, along with some strategies to better prepare your business to compete via improved CX.  This week, we will dive into the growing importance of data in powering great customer experiences, and the critical role that data quality will play soon. One of the biggest factors impacting data growth is the pervasive use of mobile devices.

3 Steps to Prioritizing a Solid Customer Data Platform to Achieve Customer Experience Success

Posted by Corrie Brague on Thursday, October 5, 2017 - 11:20

By 2020, the customer experience (CX) will overtake price and product quality as the key brand differentiator for consumers (source: VisionCritical). With CX on the rise, it is imperative that data be used to gain a clear understanding of your customers to ensure interactions and experience are consistent, meaningful, accurate, and even exceptional. However, knowing your customer can be a difficult goal to achieve if you rely on a complex mix of scattered data and isolated, single purpose systems.

Strengthening Your Customer Experience (CX) Weak Links

Posted by Rob Daleman on Sunday, October 1, 2017 - 18:29

Last week, we compared the difficulty that CX professionals have in creating a uniformed approach to providing great customer experiences with the challenge that coaches face in delivering a uniform performance across the pitch in the sport of soccer / football.

“Those that take a succesfull approach to GDPR will be the ones that gain a competitive advantage in Customer Experience.”

Posted by Esther Labrie on Thursday, September 28, 2017 - 20:32

Today an article was published by Het Financieele Dagblad featuring our very own Product Marketing Manager François Ruiter. The article is part of a FD special on GDPR which is also featured at the "AboutEnterprise/OverOndernemen" website ; below is the English version of the original Dutch article

 

Is Data Processing Automation Right for You?

Posted by Bob Schimek on Wednesday, September 27, 2017 - 22:03

As the economy continues to recover, many in the mailing industry are fully aware that mail volume is not.  The U.S. Postal Service® results as of the end of July (10 months into the Fiscal Year 2017) confirm that total mail volume is down 3.3% over same period last year. The electronic diversion continues to eat away at First-Class® mail volume.  USPS Marketing Mail® is being impacted by mailers that are using more technology to better target their best contacts and connect the physical mail piece to a digital experience to increase ROI without increasing mail volume. 

Customer experience – A weak link sport

Posted by Rob Daleman on Tuesday, September 26, 2017 - 18:02

Over the past 12 months, I have had the pleasure of speaking one-on-one with many customer experience executives regarding the difficulties they encounter in bringing their CX plans to life within their organizations.  Unfortunately, many leaders struggle to put their CX plans into practice.

Quadient: Content to help you achieve your CX goals

Posted by Rob Daleman on Thursday, September 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 IBM® Content Manager OnDemand® helps improves Customer Experience

Posted by Scott Draeger on Tuesday, September 19, 2017 - 22:21
Originally published on the IBM ECM blog. From their phones, watches, tablets, and PCs, your customers demand consistent communications. They demand that their personal information is both secure, yet always available to support their customer experiences. They demand simple experiences without redundant questions or data entry. They demand that you correct the fat finger data entry errors they didn’t notice. They demand clarity in the communications you send to them. They demand convenience in your responses to those communications. In the age of the customer, you either deliver to their high standards for improved CX (customer experience) or lose them as customers.

How Customer Experience is Disrupting the Role of the CMO

Posted by Tamir Sigal on Tuesday, September 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 Monday, September 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? 

When dreams become reality: connecting robots and customer experience

Posted by Scott Draeger on Monday, September 18, 2017 - 07:01
​​​​​​​I had a client meeting in London one morning last week, and I had a few hours before my next conference call in the US. So, I took some time to visit the London Science Museum. They had a special exhibit on Robots, so I paid my 15£ to take a look I like to learn about robot technology, but this exhibit’s layout put things into a new perspective. This new perspective made me think a lot about how we are using technology, because it talked about a shift between dreaming about technology to realizing the technology through engineering. This is very similar to what we are doing.