CX Journey

MAY 29, 2018

Image courtesy of Quadient Are you communicating with customers in their preferred methods? That's only one of many questions we discussed last week, when I had the pleasure of participating in the keynote panel for Quadient's third virtual CX Transformation Day. The concept of the "Enterprise Startup."

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Customer Experience Customer Journeys Omni-Channel Government 126

CX Journey

MAY 9, 2018

Image courtesy of Quadient Where does your company put a greater focus, on acquiring new customers or on retaining existing customers? The old debate stands: should companies focus on customer acquisition over retention ? Well, I wrote a whitepaper for Quadient recently to more deeply explore this conundrum.

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Company Advertising Customers Resources 150

Quadient

NOVEMBER 15, 2017

Here we are in our 2 nd week as Quadient – and I wanted to thank our customers, partners and employees for embracing our new brand. Quadient.com continues to draw a large audience from across the globe.

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Brands Customers 40

Quadient

JUNE 22, 2022

IDC MarketScape Cloud CCM 2022 Highlights Quadient’s Broad Portfolio. As customer expectations and the demand for personal, secure, in-the-moment communications rise, a new standard has been set for all organizations. Quadient named a Leader . Marissa Feigen. Wed, 06/22/2022 - 16:53.

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Omni-Channel Multi-Channel Communication Roadmap 52

Quadient

MAY 20, 2022

Changes in investment and the reorganization of budgets are a huge challenge in many industries, and as that shifts, so do customer behaviors. Quadient’s vision for the future of communications is about simplicity. It’s about being able to transform your customers’ experience quickly and easily. Generate (on-demand and batch).

Communication 52

Communication Guidelines Roadmap Healthcare 52

Quadient

AUGUST 11, 2022

But while concerns of economic uncertainty remain top of mind, the market for customers’ time, attention, and spending is becoming fiercely competitive, making 2023 the right time to transform your customer communications. Aspire Leaderboard: Create a Custom Vendor List Aligned with Your Criteria.

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Customer Journeys Report Data Omni-Channel 52

Quadient

OCTOBER 22, 2021

But the shiny exterior was devalued by cutting corners, unimagined engineering and poor alignment with customer needs. . We’re in the business of customer success, and we’ve proven it decade over decade. . ( Fun fact: As of October 22, 2021, Quadient earned 4.7 The worlds’ leading CCM customer success advocate .

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Customer Journeys Effort Score e-support Social Media 52

Quadient

OCTOBER 22, 2021

This means that when it matters most, you may well find that you’re struggling to leverage contextual end-to-end data and orchestrate the overall customer experience. These are the CCM solutions that drive digital transformation and the customer experience required in today’s market. .

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e-support Banking Social Media Financial 52

Quadient

JULY 25, 2022

Customer Journey Map Examples & Templates. Since every customer's journey is unique and every business has unique customer experience (CX) goals, there is no one-size-fits-all customer journey map example. Why are customer journey map examples useful? This is where customer journey map examples can be useful.

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Customer Journeys Examples Touchpoint Case Study 52

Quadient

AUGUST 17, 2021

The State of CX: A customer experience series - differentiating with data. The evolution from customer communications to the more comprehensive approach of customer experience management represents the sea change in how businesses view their approach to customer growth and retention. Andrea Haughton.

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Data Customer Journeys Customer Experience Fashion 52

Quadient

DECEMBER 14, 2021

What fast-paced digital evolution means for customer experience transformation. But just facilitating the switch to digital isn’t enough to ensure a successful customer experience (CX). But just facilitating the switch to digital isn’t enough to ensure a successful customer experience (CX). Andrea Haughton. But there’s a catch.

Customer Experience 52

Customer Experience Study Consumers Communication 52

Quadient

JANUARY 21, 2022

Four steps for improving insurance policyholder customer experience. Heightened competition, increased consumer expectations and declining customer loyalty are hurdles that many insurers are facing today. The first step in customer engagement is knowing your customer. Personalize your customer communications .

Insurance 52

Insurance Customer Experience Customer Journeys Self Service 52

Quadient

MAY 23, 2022

Customer experience (CX) is the new marketing battleground. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

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Contact Center Meeting Social Media Call Center 105

Quadient

DECEMBER 10, 2018

That’s because I have a new and exciting role at Quadient, as the VP of Customer Transformation. At Quadient, we’ve been doing things differently for a few years, and it’s time to use our recent experiences to help our customers make some of the same improvements that we have made.

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Customers Customer Experience 40

Experience Investigators by 360Connext

OCTOBER 1, 2019

Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. Watch: Building (and sustaining) a Customer-Centric Culture. Happy CX Day 2019!

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Case Study Customer Centricity Culture B2B 137

Quadient

OCTOBER 1, 2021

The State of CX: A series on customer experience trends and beyond - empathy's key role. The evolution from customer communications to the more comprehensive approach of customer experience management represents the sea change in how businesses view their approach to customer growth and retention. Andrea Haughton.

Trends 52

Trends Customer Journeys Customer Experience eBook 52

SuiteCX

JULY 9, 2018

In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort.

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Customer Journeys Leadership Exercises Report 100

CX Journey

SEPTEMBER 14, 2017

I address this question - and many more - in my session for GMC Software's (now Quadient's) second CX Transformation Day. One map applies to all customers; all customers are the same. I don't need personas; I can simply map for major customer segments. What are they doing wrong? Marketing has the same mapping needs as CX.

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Customer Journeys Tips Software Measurement 132

Quadient

APRIL 24, 2016

Customer Journey Mapping: A brand's GPS to loyalty and advocacy. Don’t assume a customer journey is a linear path. Customers don’t see the journey: they just want to purchase a product or service from your company; get their product repaired as quickly as possible or get an answer to their question in a short amount of time.

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Customer Journeys Loyalty Brands Roadmap 52

Quadient

NOVEMBER 15, 2017

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.

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Survey Report Data Customers 40

Quadient

MAY 28, 2019

Congratulations to the team at Santander UK for being awarded the 2019 Celent Model Bank award for Commercial Customer Onboarding! Quadient is proud to have played a part in the project that Santander UK undertook to earn this recognition.

Banking 40

Banking Financial Customers Technology 40

Quadient

NOVEMBER 15, 2017

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.

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Quadient

SEPTEMBER 20, 2018

During this week’s Inspire Days user conference in Boston, Bjorn Hildahl, Head of DXP Business Unit for Quadient presented on an increasingly important topic: What is Digital Experience? It is all about interactive data and more specifically about:

Touchpoint 40

Touchpoint Customer Experience Conference Interaction 40

Quadient

JANUARY 9, 2019

Recent studies show that Customer Experience (CX) leaders generate 5.7 times more revenue than companies that do not make customer experience a priority. It’s no surprise then, that the way customers perceive their interactions with brands has become a primary focus for businesses.

Customer Experience 40

Customer Experience Study Customers Interaction 40

Quadient

FEBRUARY 3, 2020

Purchasing a new customer communications management (CCM) platform is stressful. Its tools and capabilities must be flawless if the company’s personalized, omni-channel customer experience is to be realized as envisioned. A lot is riding on the decision. It’s a big investment.

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Omni-Channel Connections Communication Tools 45

Quadient

DECEMBER 8, 2021

At Quadient, we see a lot of RFI, RFP, and RFQ requests from customers and prospects. Full disclosure: Quadient is the only any-premise CCM solution in the world. VP of Customer Transformation. Customer Experience. Customer Communications. So much so that we wrote an RFP guidebook. Scott Draeger. Experience.

Software 52

Software System Social Media Innovation 52

Quadient

JANUARY 21, 2022

How insurers can user personalized video to improve customer experience. Heightened competition, increased consumer expectations and declining customer loyalty are hurdles that many insurers are facing today. The first step in customer engagement is knowing your customer. Personalize your customer communications .

Insurance 52

Insurance Video Customer Journeys Customer Experience 52

Quadient

NOVEMBER 15, 2017

Customer journey analytics is an emerging field that offers marketers the ability to “bridge the gap” between the experience that they believe they are providing to customers, and the actual journey their customers live through.

Customer Journeys 40

Customer Journeys Analytics Customers Marketing 40

Quadient

OCTOBER 28, 2021

The State of CX: A series on customer experience trends and beyond - EX drives CX. The evolution from customer communications to the more comprehensive approach of customer experience management represents the sea change in how businesses view their approach to customer growth and retention. Andrea Haughton.

Trends 52

Trends Customer Journeys Customer Experience Employee Experience 52

Quadient

MAY 22, 2019

The results are in, and we are incredibly proud to have been recognized once again by Aspire Customer Communications Services as an Overall Leader in 2019 ! . .

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Communication Customers 40

CX Journey

SEPTEMBER 19, 2017

Last week, I wrote about the session I hosted for Quadient's 2nd CX Transformation Day. Once you've created the assumptive map , you must have the map validated by customers. If you don't, you're simply perpetuating inside-out thinking and are on a path to designing an experience that will definitely not meet your customers' needs.

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Customer Journeys Touchpoint Customer Experience Professionals Customer Experience 121

Quadient

JUNE 1, 2022

Quadient Named an IDC MarketScape Cloud Customer Communications Management Leader. A Personal Note from Quadient's Sr. The IDC MarketScape: Worldwide Cloud Customer Communications Management Applications 2022 Vendor Assessment is now available, and I am thrilled to announce that Quadient was once again named a Leader!

Communication 52

Communication Management Multi-Channel Telecommunications 52

Quadient

SEPTEMBER 28, 2020

What Covid-19 has Taught Telecoms about Customer Experience Management. As a result, there are certain customer experience requirements that have come to the fore and if telecom service providers are lax in meeting them in any way, they face certain business risks. . Customers are just as willing to switch providers during Covid-19.

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52

Quadient

FEBRUARY 9, 2022

Inspire Flex Release 15 (R15) is the latest update to Quadient’s flagship enterprise omnichannel Customer Communications Management (CCM) Inspire Flex solution. R15 comes offers more than 300 robust enhancements that empower, elevate and accelerate companies with the ability to meet their customers when and where they are. .

Omni-Channel 52

Omni-Channel Customer Journeys Multi-Channel Touchpoint 52

Quadient

FEBRUARY 9, 2022

Inspire Flex Release 15 (R15) is the latest update to Quadient’s flagship enterprise omnichannel Customer Communications Management (CCM) Inspire Flex solution. R15 comes offers more than 300 robust enhancements that empower, elevate and accelerate companies with the ability to meet their customers when and where they are. .

Omni-Channel 52

Omni-Channel Customer Journeys Multi-Channel Touchpoint 52

Quadient

JULY 21, 2022

Software voor Customer Experience Management. Ondanks dat het meer of zelfs volledig digitaal is, moet de customer journey sterk gepersonaliseerd zijn. Implementeer de meest intelligente oplossingen voor Customer Communications Management (CCM), Customer Experience Management (CXM). j.shah-thiel. Thu, 07/21/2022 - 15:08.

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Customer Experience Management Software Management Customer Experience 52

Quadient

JULY 21, 2022

I programmi per il Customer Experience Management. Nell'era del post-pandemia, una customer experience straordinaria è l'elemento di differenziazione numero uno per le aziende. Malgrado i customer journey siano diventati più, o interamente, digitali, è necessario che siano anche altamente personalizzati. j.shah-thiel.

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Customer Experience Management Customer Experience Management Customer Journeys 52