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Quadient Blog

Connecting ideas and people.

A problem a decade in the making: are you “Digital First” or “Digital Only”?

Posted by Andrew Stevens on środa, Lipiec 25, 2018 - 22:51

I was clearing out the family storage room recently and found my old work notebooks from my past life in financial services. Flicking through them, I discovered that I’m just about to pass the tenth anniversary of the first time I heard of a now famous (or infamous, depending on your point of view) concept for technology in the banking world. 

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.”

Quadient July eNews

Posted by Rob Daleman on poniedziałek, Lipiec 16, 2018 - 17:13
More great news to share this month including Quadient being ranked as the overall CCM Leader on the 2018 Aspire Leaderboard; MyCustomer's 2018 global CJM research report; plus a couple of customer stories including David Nixon from the New Zealand Post and Paul DeSantis, CIO of ANRO on how print is alive and well.

Insurance companies face an Amazonian threat – but does it demand a herculean reaction?

Posted by Simon Perry on środa, Czerwiec 20, 2018 - 23:31

These are potentially trying times for the insurance industry. Commoditisation has caused a race to the bottom for some, with price comparison sites increasing the incentive to compete by offering customers the lowest possible price – even if this results in a worse customer experience overall, especially in the event they have to claim. 

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.

4 reasons why low-code digital experience platforms and business user empowerment are more than just buzz words

Posted by Antoine Hemon-Laurens on środa, Styczeń 10, 2018 - 20:37

Low-code digital experience platforms that offer business user empowerment help deliver successful digital transformation projects, with less reliance upon digital expertise and IT teams. 

However, successful digital transformation projects cannot be delivered with just technology. Digital transformation is a much larger play than technology only, and a low-code digital experience platform is just one element of the larger puzzle.

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:

In 2018, Mobile is Still Not the New Branch

Posted by Rob Daleman on wtorek, Grudzień 19, 2017 - 00:35

I remember opening my first bank account when I was young.  The bank branch manager was a neighbor that my family knew well, and we went to the bank branch to open the account.  I received a shiny new passbook for my account - which I would use to log every entry in and out of my account.  Over time, I got to know the tellers I would visit, and I can still recite the numbers on that account, as I wrote them clearly on the back of every pay check that I deposited into that account.

What can insurers learn from Alexa?

Posted by Andrew Hellard on środa, Grudzień 13, 2017 - 17:07

More than one insurer now has an Amazon Alexa skill. While I doubt that many customers want to say “Alexa, file a claim”, I do think that insurers can take important lessons from what Amazon has done with their voice assistant. I recently set up an Echo Dot in my living room. My small children learned almost instantly that they could make it play Christmas music. This quick facility with the device piqued my interest. I discovered that one of the Amazon’s main uses for the device is voice ordering. I decided to test this process, and said “Alexa, order me some paper towels”.

It’s easy to find Quadient in 2017. It will be easier in 2018!

Posted by Scott Draeger on wtorek, Grudzień 12, 2017 - 23:36

As we get ready to close 2017 and concentrate on 2018, it makes sense to pause and reflect on the year. There are some lessons to be learned. There are some lessons that we haven’t learned yet. There are also some opportunities to celebrate a bit. 

The six power stones of customer communications management

Posted by Rob Daleman on wtorek, Grudzień 12, 2017 - 04:03

I'll admit it - as I watched the trailers for the Justice League and Avengers movies, part of me turned back into a six year old kid.  The same kid standing at the top of the stairs in my superhero costume ready to jump down onto a pile of cushions stolen from the brand new family couch (sorry mom - and kids, please don't try this at home).  Luckily, I survived many a catapulting down the stairs many times without major incident - and I still love superheroes!  

Is Insurtech becoming part of the mainstream?

Posted by Andrew Hellard on czwartek, Grudzień 7, 2017 - 16:14

This morning, I had the pleasure of listening to a panel discussion webinar presented by Insurance Post and Quadient on the future of Insurtech in the mainstream UK insurance industry.  The panel covered many topics surrounding the impact of Insurtech - and came to the conclusion that the future of Insurance Technology is to move beyond point solutions to a focus on the full customer journey.

Dear banker - It's time to put the customer at the center of your onboarding journey

Posted by Rob Daleman on wtorek, Grudzień 5, 2017 - 13:12

Few industries are feeling the effects of digital transformation more deeply than financial services.  According to Celent, in the last five years the global investment community has been ramping up investments in technology start-ups, specifically targeting the financial services industry.  By the end of 2015, Fintechs were already working with an estimated IT spend of nearly $20 Bn USD and growing.  Clearly, the financial services industry is a very attractive sector in which to focus the development of disruptive technologies.

Is Disruption Good for Your Customer Experience?

Posted by Rob Daleman on wtorek, Listopad 21, 2017 - 14:10

As far back as 1986, author Dick Foster released the book "Innovation: The Attacker's Advantage", building on the work of Peter Druker, describing the impact of "technological discontinuities", or times when the leading technology in a market suddenly shifts.  Today, we refer to that concept as disruption.

Disruption is everywhere, impacting every industry, and has formed some of the world's largest companies, generating billions in market capitalization over the past decade. Netflix has leveraged broadband access to disrupt cable TV providers and networks.  

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.

In the age of CX, the customers make the company

Posted by Scott Draeger on środa, Październik 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 wtorek, Październik 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 poniedziałek, Październik 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%.

A short tour of insurance in Asia-Pacific

Posted by Andrew Hellard on środa, Październik 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 wtorek, Październik 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.