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Quadient Blog

Connecting ideas and people.

Top holiday reads for the 'how-to' person on your list

Posted by Stephanie Clarke on Friday, December 6, 2019 - 01:40

For the ‘How-to Person’ it’s not enough to know about something; they want to know how to do something.

Blindly charging forward is not part of the how-to person’s DNA.

‘Knowing how’ empowers the how-to person. Having an understanding of a topic or task allows them to take on the next steps with confidence and peace of mind.

I’m excited about R14 RU?

Posted by Scott Draeger on Monday, November 18, 2019 - 17:24

I was able to attend Quadient’s R14 roadshow, which is our internal training for services, support and presales teams. I’ve been here for almost seven years, and this show reminded me that absolutely everything scaled up at Quadient. First, the teams have grown so much that we needed two sessions with about 50 people each to train the support and presales teams. Next, the scope of the software has grown to require almost a week to train the team on all of the nuances. Lastly, the software and services have scaled up and grown into a very wide, yet continuous, portfolio.

How to Determine Where You Are in the Transition from CCM to CXM

Posted by Scott Draeger on Monday, November 4, 2019 - 15:51

The need to create a better customer experience has led many organizations to modernize their communications by upgrading their composition platforms.

But doing just this is not enough.

Today’s consumers want more than a seamless, omni-channel experience. They want to be able to engage and interact with brands in meaningful, personalized ways.

Guest Blog: Transform the Billing Experience with Personalized Video

Posted by Len Smofsky on Monday, October 28, 2019 - 16:28

PDF bills and statements have been around for 26 years. But in 26 years, much has changed, and customer expectations have evolved. To meet these new expectations and stay ahead of the pack, companies must adapt to the new realities surrounding them.

Personalized Video Is Transforming The Billing And Statements Arena

How to Expedite CCM Platform Consolidation and Adoption

Posted by Scott Draeger on Monday, October 21, 2019 - 21:07
Delays in Customer Communications Management (CCM) platform consolidation and adoption are not good. They can increase technology debt, negatively impact customer experience and put an organization at risk for communications that are non-compliant. Some CCM application owners say; “if it isn’t broken, don’t fix it.” When you hear this, you can be sure there are some broken parts that are being overlooked. So what can a company do to help ensure their consolidation and adoption process can be fixed? Here are a few steps to consider:

Top 4 Things Holding Back Enterprises from CCM Platform Consolidation

Posted by Scott Draeger on Tuesday, October 15, 2019 - 19:47
​​​​​​​Today most companies realize that if customer communications fail to live up to their clients’ expectations it can be detrimental to the overall customer experience and lead to customer defections. Knowing this, many companies have good intentions, but they still fail to deliver. Why? Because they are handcuffed by a tangle of legacy technology and complicated infrastructures that consistently result in clunky processes and inconsistent messaging, no matter how good their intentions are.

Guest Blog: Quadient Inspire Days 2019

Posted by Allen Shapiro on Tuesday, October 15, 2019 - 16:04
Three days of networking, education, with a little fun mixed in. As a Certified Delivery Partner, Macrosoft was pleased to participate along with over 400 contemporaries coming from 23 countries at Inspire Days 2019.  This was the first truly global Quadient conference bringing client, partners and employees from all over the world.  As with any event, the networking during breaks and over meals often yielded tremendous insights to what people are doing and problems they are addressing.

Guest Blog: The Simplest Solutions Tend To Be The Most Effective

Posted by Allen Shapiro on Tuesday, October 8, 2019 - 01:26

Everyone in business has heard of the KISS method when faced with an issue.  The problem is most don’t know how to actually Keep It Simple.

Quadient Professional Services Manager, George Wolbert, presented an excellent session on Simplifying Complex Documents at the 2019 Quadient Inspire annual conference in San Antonio, Texas.

Guest Blog: Strategy for Success with Quadient Agile Template Development

Posted by Allen Shapiro on Monday, September 30, 2019 - 19:50


Over the past several years Macrosoft has seen a wave of change as new clients want to move into an Agile Development program with delivery after every two-week Sprint.  We embrace this approach and agree it is best for project success.  But as we heard from Ammar Alwahab, Quadient Project Lead, at the Quadient Inspire annual meeting held in San Antonia Texas, before you can begin your Sprints the groundwork must be in place.

Do you need the “Handbook for the Recently Acquired?”

Posted by Scott Draeger on Wednesday, August 28, 2019 - 10:57
Anytime there is big news in the CCM industry, my thoughts turn to the impacted users. What do they think when an announcement impacts their technology? How will this impact their next project? Will the news wreck a project in progress? Is their support arrangement going to change? The latest acquisition news reminded me of an old movie, “Beetlejuice,” from 1988. In the movie, the recently deceased Adam and Barbara are issued a copy of the “Handbook for the Recently Deceased” to help them navigate their transition into the afterlife. I was thinking, what if there was a “Handbook for the Recently Acquired” for users impacted by mergers.

Driving great customer experience: Three ways technology can help insurers overcome disruption

Posted by Andi Dominguez on Tuesday, August 13, 2019 - 20:58

Traditional insurers are currently battling against a triple threat. First, there is a steady stream of new players entering the industry, with tech giants such as Amazon and Google dipping their toes in the water; creating a whole new range of competition with new advantages. After all, could any insurer claim to match the level of knowledge Google or Amazon potentially have of their customers? Second, customers are evolving along with the industry: becoming more tech-savvy, with growing expectations and a growing willingness to leave if those expectations aren’t met.

How to Fine Tune Your Customer Journey Mapping

Posted by Stephanie Clarke on Monday, August 12, 2019 - 17:52

When an organization has a client base that is composed of multiple generations it’s easy to make assumptions about the desires and wants of each generation based on generalities. Doing this, however, would be unwise.

For example, not every member of an older generation prefers to speak to a live person and not every member at the younger end of the target audience spectrum wants to conduct all of their business over a smartphone.

How insurance companies can decide on which CX Metrics to use

Posted by Andi Dominguez on Wednesday, August 7, 2019 - 16:13
Selecting and keeping track of the right Customer experience (CX) KPIs is important. Insurance companies can use them to: communicate the rationale for previous investments, validate whether improvements to the customer experience have taken place, set goals and targets for future improvements, intervene when remedial action is needed. But there’s a problem...

Dealing with the Dilemma: Acquisition or Retention?

Posted by Andi Dominguez on Tuesday, August 6, 2019 - 20:37

A typical scenario for customers when it comes to interacting with an insurance company is when they first go to purchase insurance from the organization’s website. Most times the experience is great. The website is intuitive and the process to apply for the insurance is simple, straightforward and welcoming. Unfortunately, once the customer goes through the approval phase and gets approved, the experience often deteriorates quickly.

5 Generations and Their CX Expectations: Exploring the differences and similarities

Posted by Stephanie Clarke on Tuesday, July 30, 2019 - 19:56

Unless your business is targeting one particular age group, aiming your communication initiatives at one specific generation at the exclusion of the others is not ideal.

So how can you effectively communicate with multiple generations when each age group has a different comfort level with technology?

generations defined image

Top 3 Change Management Guidelines for Your CCM Migration

Posted by Scott Draeger on Monday, July 22, 2019 - 21:57

Recently, I wrote about how Quadient’s new AI, ML and NLP-based technology can help in the RFP writing process by reading through thousands, or even millions of your customer communications to analyze how your applications can be best grouped as you create the customer communication portfolio of the future. Now that we have some rough architectural diagrams and a good feel for rules and content reassembly, let’s explore how that helps you get to the next phase of your journey.

Don’t want to write that CCM RFP? Let an AI help

Posted by Scott Draeger on Wednesday, July 17, 2019 - 18:38
I get it. It’s summer. You’re busy. You don’t want to write that CCM RFP. Don’t. Why not let AI handle the bulk of the RFP writing process? Especially the first part, which is the worst part. While you and the CX team are building your wish list, you are generally tasked with defining the current state of communications.

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.