Quadient Blog

Connecting ideas and people.

Come rain or shine, hot and cold, how do you keep your customers informed?

Posted by Tim Dimond-Brown on Tuesday, January 16, 2018 - 23:11

Centrica has appeared in the news several times in the past month, as it has demonstrated many of the challenges that Big 6 energy companies now face. From adapting strategy and cancelling its standard variable tariff to prepare for the introduction of fixed energy prices, to seeing its share price fall thanks to increasingly powerful, and increasingly mobile, consumers deciding to take their business elsewhere.

Top 4 mistakes companies make when it comes to personalization

Posted by Stephanie Clarke on Thursday, January 11, 2018 - 21:46


A personalized experience can be defined as an interaction or engagement that a customer has with a company that leaves them feeling as though their interests, behaviour and preferences were thoroughly taken into account. Organizations who are able to meet their consumers' emotional expectations at an individual level are better able to foster loyalty.

Top Reads of 2017 feature Quadient

Posted by Scott Draeger on Thursday, January 11, 2018 - 20:04

2017 was a big year for Quadient, and a big year in technology. We spend a lot of time writing articles, because it helps us share the things we see when we meet with clients and prospects as they redefine their communication strategies. 

How to Offer a Successful Employee Onboarding Experience

Posted by Laurent Ghio on Thursday, January 11, 2018 - 04:14

Working with many companies around the world , it became apparent that large organizations could apply the customer journey mapping technique to internal needs like mapping the employee journey.

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

Posted by Antoine Hemon-Laurens on Wednesday, January 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.

Master your data and you’ll master omnichannel

Posted by Esther Labrie on Wednesday, January 10, 2018 - 05:23

Data is collected and processed in a variety of systems; CRM and financial applications, call centres, external data suppliers and more. Every data source has its own unique format, which means that customer data is stored differently depending on the particular system, and probably exported in a variety of ways as well. The syntactical and semantic validity of data sources varies greatly, such that a particular individual stored on multiple systems may not be recognized from one to the next. In addition to inconsistency, data may be incomplete, inaccurate, or just plain outdated. 

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

Posted by Stephanie Clarke on Tuesday, January 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:

Is garbage in, garbage out still harming your organization?

Posted by Esther Labrie on Thursday, December 21, 2017 - 13:35

When optimizing your omnichannel strategy, you naturally focus on getting and keeping a multitude of channels available for your customer. With the management of those channels however, the management of the data that comes from the many customer interactions through those channels is often overlooked.

In 2018, Mobile is Still Not the New Branch

Posted by Rob Daleman on Tuesday, December 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 Wednesday, December 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 Tuesday, December 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 Tuesday, December 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!  

Consistency in crisis communication… is that possible?

Posted by Magali Germain on Friday, December 8, 2017 - 16:11

Last Sunday, I flew from Zurich to Paris where I was supposed to take the train at the Montparnasse station to visit my family, in Niort. Leaving at 10.00 from home, I was expecting to arrive around 17.30, just in time for tea and cake. Well, I arrived at 9.45 am the following day, almost 24 hours after!

Is Insurtech becoming part of the mainstream?

Posted by Andrew Hellard on Thursday, December 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 Tuesday, December 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.

Postal Service: Stuck on the Island of Misfit Toys?

Posted by Bob Schimek on Tuesday, November 28, 2017 - 22:44

As the mailing industry heads into what everyone hopes to be a very busy and successful holiday mailing season, it is important to remember that at this same time, we are crossing a pretty concerning milestone.  On December 7, 2017, we hit one full year where all nine USPS® Board of Governors (BOG) seats have remained vacant, and 3 years since the BOG had enough members to hold a legal quorum.

It's time to face it - CRM is poor at communication design

Posted by Rob Daleman on Tuesday, November 28, 2017 - 20:49

I remember being part of many debates back in the early 2000s regarding the value of CRM solutions - and whether organizations really needed them in the technology stack.  Fast forward to 2017 and you 'd be hard pressed to find an enterprise that has not incorporated CRM as a foundational system in their business.  As we saw during last week's blog, salesforce.com has experienced a decade of exponential growth that highlights the continued reliance on CRM as a core technology for businesses today.

Could the Golden Record be the answer to your data security efforts?

Posted by Esther Labrie on Thursday, November 23, 2017 - 22:10

With the GDPR set to come into effect in 2018, many organizations are now recognising the potential failings in the way they handle customer data, and looking to correct these. For instance, 29 percent of respondents to a 2016 study of banking priorities by Computer Services Inc., said that managing compliance will be one of the biggest challenges they will face in the coming year.

GDPR: how to become privacy compliant without losing your customers in the process

Posted by Esther Labrie on Thursday, November 23, 2017 - 20:32

The European Union’s General Data Protection Regulation (GDPR), set to come into force from 25 May 2018, has primarily been viewed in terms of the challenge it poses for data security. However, for those in control of customer data, its effects go much deeper. 

At Quadient we know that ensuring data privacy does not only mean securing data, but also ensuring that it is stored appropriately; that customers have access to their data when required; that any data stored is accurate; and that, if requested, data will be removed or transferred. 

Is Disruption Good for Your Customer Experience?

Posted by Rob Daleman on Tuesday, November 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.