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Connecting ideas and people.

Moving to a digital experience will pay dividends for financial institutions

Posted by Andrew Stevens on czwartek, Lipiec 19, 2018 - 14:46

Digital business transformation is a must if financial institutions want to keep pace with customer experience expectations.

According to Peter Wannemacher, Principal Analyst at Forrester, many financial institutions are moving towards an omni-channel, digital experience but, unfortunately, they are not keeping pace with shifting customer behaviours and expectations.

“If you can’t keep pace,” Peter Wannemacher warns, “you risk becoming irrelevant which could impact your organization’s growth and sustainability.”

How to Meet the Demands of Today’s High Net Worth Customers

Posted by Stephanie Clarke on wtorek, Styczeń 2, 2018 - 08:04


Over the past decade, global growth has led to an increase in the number of high net worth individuals (HNWIs). 

Check out these fun facts:

Customer Focused CIOs Should Avoid Bimodal IT

Posted by Rob Daleman on środa, Listopad 1, 2017 - 17:22

Last week, we examined the pressures on the CMO to deliver faster, more relevant innovation to drive customer engagement across a growing number of channels, and how these pressures continue to lead to a proliferation of Martech software acquisitions that are disconnected from traditional IT systems. In fact, reviewing marketing spend on traditional vs. new forms of advertising make it clear – CMOs continue to transition away from traditional marketing channels to put their time, attention and budget into digital marketing.

Machine Learning in Identity Resolution

Posted by Holger Wandt on środa, Maj 31, 2017 - 13:32

Business intelligence trends show that the focus on data analytics is rapidly increasing. New and improved data analytics tools are being created, such as the Google Analytics 360 suite. Last year Gartner stated that it is Google's intention to compete in enterprise data-driven marketing and analytics. Interesting stuff, which once again shows data management is more dynamic than ever.

TechValidate survey findings: how customers are using Quadient

Posted by Rob Daleman on wtorek, Maj 23, 2017 - 13:49
Enterprises and organizations continue to be inundated with data. In a recent report from IDC estimates are that the world will create 180 zettabytes of data in 2025, up from less than 10 zettabytes in 2015. With that much data being created, IDC analysts argue that data monetization will become a major source of revenue for organizations in the future.

KYC 2.0, Part 5: A Single Customer View

Posted by Esther Labrie on czwartek, Marzec 23, 2017 - 13:58

I began this blog series by stating you can try to create a successful company, but it won’t come together unless there is smart data management at the heart. The core of smart data management itself is a Single Customer View (SCV). With a SCV, you can provide users with the information they need, when they need it, without disturbing the day-to-day operation of these systems. As a result replacing one of the underlying systems only gets easier.

Walking the walk…

Posted by Scott Draeger on czwartek, luty 16, 2017 - 14:04

We had a very busy two weeks with the launch of Inspire R11, which is the latest in CCM technology. There are a lot of great new features in the release, but the big message is that Inspire R11 is serious about CX (Customer Experience) and UX (User Experience.)

KYC 2.0 Part 3: Enrichment

Posted by Esther Labrie on czwartek, luty 9, 2017 - 14:07

My last blog of  the KYC 2.0 series was devoted to privacy compliance. I talked about a non-intrusive way of building a record for each customer that holds all the necessary information in case you need it for privacy compliance. Quadient's statement: If handled properly, privacy compliance can be a real value driver. Ok, so I just assume by now you know about the holistic approach for financial services. Now let’s focus on another vital part of KYC 2.0: enrichment.

KYC 2.0 Part 2: Privacy compliance

Posted by Esther Labrie on piątek, Styczeń 6, 2017 - 14:05

In my last blog, I told you about the holistic approach Quadient takes on handling the digital transformation financial services are going through. The main idea: Don’t just build strong departments; create a successful company with sound data management at the heart. As promised, I will now take you along in the next step on our way to Know Your Customer 2.0: Privacy Compliance.

Listen to...the customer!

Posted by Holger Wandt on poniedziałek, Listopad 28, 2016 - 14:10

The starting point of customer lifetime value lies in making sure that the input of data is correct, valid, complete and standardized. This guiding principle is used in traditional data quality management, but it most definitely applies to "new" ways of dealing with customer data. New channels, online contact forms, self-service portals, different customer behavior - the changing environment adds new challenges to the art of intelligent data management.

The Missing Link to CX Transformation

Posted by Scott Draeger on poniedziałek, Listopad 14, 2016 - 08:00

When it comes to the CX strategy, customer communications are often one of the most overlooked—yet critical—components of the customer journey. In many cases, the CX strategy tends to focus on frontline communications— training and coaching employees regularly on how to best speak (and interact) with customers.

Keeping it Simple: The Top 4 Business Benefits of Customer Communication Management

Posted by Rob Daleman on poniedziałek, Październik 31, 2016 - 08:00

While the business benefits to adopting a centralized customer communication management (CCM) solution are plentiful, discussions around CCM can be complex at times. Let's break it down and make it simple. Here we will highlight four fundamental ways in which CCM will improve your business.


1. Improve the customer experience

Centralized CCM platforms that enable real-time, cross-channel, interactive communications result in dramatically higher customer experience. They achieve this in the following ways:

How to Become CCXP Certified

Posted by Laurent Ghio on wtorek, Październik 25, 2016 - 17:12

Let me tell you about how I passed the CXPA certification to become a CCXP (Certified Customer Experience Professional).

Why?

I like to take on new challenges. For years, I’ve been looking at our customers through the lens of my product marketing responsibilities I wanted to think outside of the box, I wanted to get closer to our customers and understand their moments of pain and delight.

The Honeymoon is Over: The Importance of Courtship Throughout the Customer Journey

Posted by Rob Daleman on poniedziałek, Październik 24, 2016 - 08:00

Consider this: your organization spends millions to attract prospective customers with engaging messages and content distributed through modern communication channels, including YouTube, social media, mobile ads, and more.

Now, think of all the interactions that take place after you have won a customer; contracts, welcome kits, bills, statements, claims processes, customer correspondence, upsell and cross-sell communications, and so on. How do they measure up?

Be Still My Millennial Heart, My Two Favorite Brands and Why I love Them

Posted by Arianna Valentini on poniedziałek, Październik 17, 2016 - 21:11

As a millennial, I often get asked “what makes you invest in a product or service”? While I’m not the expert on my generation, a cohesive customer experience is what keeps me coming back to a company. To illustrate what I mean by this, I want to share two of my favorite companies that I regularly purchase from and the customer experience for each.

Everlane

The CCM Tides Are Turning: Why You Need to Pay Attention

Posted by Tamir Sigal on poniedziałek, Październik 17, 2016 - 19:36

If you follow GMC Software on social media, or had the pleasure of attending one of our 2016 Inspire Days user conferences, you already know that we just launched our first-ever book: "The Authoritative Guide to CX Excellence: Unlocking the Power of Customer Communications Management".

GMC Software is betting on you!

Posted by Scott Draeger on środa, Październik 12, 2016 - 19:25

The last two weeks have been amazing, as we had Inspire Days events in Barcelona, Spain and Marco Island, Florida in the United States. Between these events, I was able to share our roadmap with over 300 customers, many partners, and even some enthusiastic prospective customers.

As I took the stage in Barcelona to deliver “The Future of CCM,” I snapped this photo of the audience just after tweeting “These are the people we are betting on.” 

Driving data quality in customer communication management

Posted by Holger Wandt on poniedziałek, Październik 3, 2016 - 14:12

Last week, I had the pleasure to present at the GMC Inspire Days EMEA in Barcelona. During this event, a lot of new developments in the field of customer communication management (CCM) were presented and discussed. For three days, some 300 participants shared insights, ideas and opinions on technology, business, customer journey mapping, data management and many other related topics....

How does GMC Software’s partnership with DocuSign benefit customers?

Posted by Andrew Hellard on czwartek, Wrzesień 8, 2016 - 21:20

For more than 20 years GMC Software has helped customers worldwide build effective, efficient customer communications. As customer needs change, GMC Software has changed as well. With the latest release of GMC Inspire, you can now create powerful, omnichannel communication experiences, delivered to the end customer’s channel of choice. These new omnichannel communications are a part of the digital transformation that is steadily moving across the financial services industry.

What is Customer Communication Management? (Part Two)

Posted by Scott Draeger on wtorek, Wrzesień 6, 2016 - 18:30

In the last blog entry, we went through a quick history of the channels that are involved in a CCM (Customer Communication Management) portfolio, focusing on the organizational silos that grew up around these new technologies as they emerged. In this blog, we will talk about how people turn their business needs and opportunities into great communications.