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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.”

Financial services apps in the future: Don't bank on it

Posted by Antoine Hemon-Laurens on czwartek, Marzec 1, 2018 - 19:43

You can pretty much guarantee that any bank you hold an account with will have its own mobile app: they’ve become a must-have over the last decade. However, the shape of the industry is changing, which means banking apps are not guaranteed to be here in the future.

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.

When dreams become reality: connecting robots and customer experience

Posted by Scott Draeger on poniedziałek, Wrzesień 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.

The critical success factors of the CX role

Posted by Stephanie Clarke on wtorek, Lipiec 25, 2017 - 12:11


Transforming an organization’s approach to doing business to a customer-centric one is a huge undertaking. Experienced customer experience executives all agree, success can only be achieved if critical success factors are met.

In this article we review what some of those critical success factors are and why they can have such an impact on the success or failure of a customer experience executive’s efforts.

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.

Blockchain: Banking, FSI and Insurance Disrupted

Posted by Antoine Hemon-Laurens on piątek, Październik 28, 2016 - 17:44

The Blockchain is essentially a way to implement true peer-to-peer services. It de-intermediates relationships between parties (no 3rd parties, no governments, no external regulation).

Bitcoins are only one application of many to come. For instance, I know some banks are working on a common Blockchain service to settle back office transactions. In this instance, the Blockchain acts as a ledger. In the insurance industry, five of the world’s largest companies have joined forces in a pilot scheme to test the impact of Blockchain.

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.” 

The Future of CX: 5 Trends from the Foundation Up

Posted by Scott Draeger on wtorek, Sierpień 16, 2016 - 07:32

Originally published in Document Strategy.

The GMC team is having many discussions lately about the future of communications, and we started talking about the exciting short­ and long­term communication opportunities of wearables, Internet of Things (IoT), personalized video technology, next­ level social networks, security trends, three­-dimensional (3D) communications and other cool technologies.

Are Emerging Technologies a Threat to Fintech?

Posted by Antoine Hemon-Laurens on piątek, Sierpień 12, 2016 - 15:14

Originally published in Banking.com

Meet me at the intersection of CX and CCM

Posted by Scott Draeger on czwartek, Sierpień 11, 2016 - 17:36

When thinking about customer communications, the customer journey is the best place to begin.

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? 

Learning from our Customers

Posted by Didier Rouillard on poniedziałek, Czerwiec 20, 2016 - 21:39

During this year's annual drupa international trade fair for print, multichannel and emerging technologies - GMC Software met with 24 service provider company owners and C-level executives from 14 countries and 3 continents in Köln (about an hour away from Düsseldorf) to listen, discuss and engage these professionals throughout a day-long advisory panel session.

Five customer communications trends in 2016

Posted by Johnny Lu on poniedziałek, luty 1, 2016 - 19:50

Consumer technology has heralded a new age; the age of the customer is here, and this is shifting the balance of power.

Today, consumers have an ever-increasing wealth of information at their fingertips and a growing demand for instant communication; they want to easily interact with and receive quick responses from customer service operatives, access information readily across the multiple devices they own, and transact on-the-go.

A Modest Proposal: Uber Cabs, Crashing Drones & Identity Theft

Posted by Andrew Hellard on poniedziałek, Styczeń 18, 2016 - 21:33

I propose the following thought experiments for all readers who are also insurance customers. The overlap between these two groups should be approximately 100%. If you are not an insurance customer, you should stop reading, acquire some basic coverage, and then come back to finish this post. Seriously.

Thought experiments:

5 keys traditional banks need to fight the FinTech revolution

Posted by Antoine Hemon-Laurens on środa, Styczeń 6, 2016 - 21:14

New start-ups and competitors are starting to make a noticeable impact on the financial industry’s staid traditional retail and investment banks. The smartest traditional banks though; see it as an opportunity and are already embracing the trend of investing towards in-house start-ups or experimenting with mobile-first banking apps but most are hesitating to cross the new technology adoption chasm.

6 ways to improve your customer experience in 2016

Posted by Rob Daleman on wtorek, Styczeń 5, 2016 - 22:02

The holidays are behind us, and a new year begins.  Here are some of the emerging trends that we saw in 2015 that are sure to help you get the most out of your customer communications and drive a great customer experience in 2016.

The Customer Communication Technology Trends That Back to the Future Nailed and Failed.

Posted by Rob Daleman on wtorek, Październik 20, 2015 - 22:28

Happy "Back to the Future" Day!  Today - October 21, 2015 is the exact day that the fated Marty and Doc made their way to the future.  As we await their arrival at 4:29pm this afternoon, let's look at some technologies that back to the future got right, and a few that they missed.  For a quick reminder, you can check out the Back to the Future official trailer here:

New Mailing Incentives Start Next Month

Posted by Kim Mauch on piątek, Lipiec 11, 2014 - 17:17

The Postal Service™ has had quite a bit of success offering discounts for certain mail piece designs. These incentive programs have encouraged mailers to use modern and innovative designs that allow users to interact with their mail in new ways.

 

Have You Moved to Electronic Documentation?

Posted by Kim Mauch on czwartek, Maj 1, 2014 - 17:20

After USPS® postponed the Full-Service mandate for earlier this year, many mailers were content to go back to their previous mail entry habits of paper postage statements and generic Intelligent Mail® barcodes for automation mailings. However, recent moves by USPS will encourage mailers to make the jump to electronic documentation (eDoc) now for presort rate and automation rate mailings, well before a new Full-Service requirement date is announced.

What’s Your Incentive to Mail?

Posted by Kim Mauch on piątek, Kwiecień 11, 2014 - 17:22

The following article by Satori Software Postal Product Specialist, Kim Mauch, was published in the Mailing Solutions Technology 2013 November issue: