TechValidate Research on Customer Experience Management (CXM)

These pages present data that TechValidate has sourced via direct research with verified customers and users of Customer Experience Management (CXM). TechValidate stands behind the authenticity of all published data. Learn more »



677 Customers Surveyed

4,546 Data Points Collected

163 Published TechFacts

16 Published Charts

105 Published Case Studies



Selected Research Highlights


Quadient Customer Review

4.5/5 Stars

How our organization uses Quadient:

[We use Inspire in] all project’s design, automation, and inter-communication.

Would you recommend Quadient?

[Yes it’s] reliable, and has good support and innovation.

Quadient® Inspire Case Study

Medium Enterprise Professional Services Company

Introduction

This case study of a medium enterprise professional services company is based on a November 2016 survey of Quadient® Inspire customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

Challenges

For this company, the top driver for purchasing Quadient® Inspire was the sophisticated data handling and automation capabilities.

Use Case

The company sends more than 100 million customer communications per month using Quadient® Inspire!

They required the following capabilities when implementing Quadient® Inspire:

  • The ability to quickly proof output
  • Integration with multiple IT systems

Results

Compared to the competition, they rate Quadient capabilities as follows:

  • Performance and Scalability: significantly better
  • Quadient Integration capabilities: significantly better
  • Omni-channel design & proofing: significantly better
  • Scope of features available: best in class
  • Customer Support: better

With Quadient® Inspire, the company has achieved the following:

  • Reduction in time to create omni-channel communications
  • Reduction in costs
  • Increased revenue growth
  • Increased customer satisfaction / net promoter score
  • Increased the volume of customer communications
  • Streamlined processes and workflow automation
  • The ability to manage all campaigns from a single platform
  • The ability quickly proof omni-channel communications

Operational improvements

Quadient customers are reporting the following operational improvements:

Streamlined processes and workflow automation
76%
A single platform to manage all campaigns
19%
Improved the efficiency of customer communications development
52%
Ability to quickly proof omnichannel communications
38%
Quickly and efficiently integrate multiple data sources into communications
52%
Met regulatory compliance standards
33%

Quadient® Inspire Case Study

Large Enterprise Insurance Company

Introduction

This case study of a large enterprise insurance company is based on a November 2016 survey of Quadient® Inspire customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

Challenges

Top drivers for purchasing Quadient® Inspire:

  • Repurpose legacy templates and print output
  • Enhance omni-channel customer experience
  • Sophisticated data handling and automation capabilities
  • Reduce CostsQuadient
  • Consolidate multiple customer communications products

Use Case

The company required the following capabilities when implementing Quadient® Inspire:

  • The ability to quickly proof output
  • Guided communications for front office workers (Quadient® Inspire Interactive)
  • Integration with multiple IT systems

Results

The company evaluated the following other vendors before choosing Quadient® Inspire:

  • EMC (xPression)
  • HP (Exstream)

Compared to the competition, the company rates the following Quadient capabilities as follows:

  • Performance and Scalability: significantly better
  • Quadient Integration capabilities: best in class
  • OmniChannel design & proofing: significantly better
  • Scope of features available: significantly better
  • Customer Support: best in class

The company has seen the following results after implementing Quadient® Inspire:

  • 25-50% reduction in the amount of time to create omni-channel communications
  • 25-50% increase in customer satisfaction
  • Streamlined processes and workflow automation
  • Improved the efficiency of customer communications development
  • The ability quickly proof omni-channel communications
  • The ability to quickly and efficiently integrate multiple data sources into communications

Quadient Customer Research

What were your primary drivers for purchasing GMC Inspire?

Sophisticated data handling and automation capabilities
64%
Bring our variable data applications to a more professional and industrial level
57%
Repurpose legacy templates and print output
48%
Propose new additional value added solutions to my clients (ex. interactive)
38%
Move to digital output: HTML , email, SMS
26%
Consolidate multiple customer communications products
25%

Quadient Customer Review

5/5 Stars

How our organization uses Quadient:

[We use Inspire in] customer communication management and omnichannel design.

Would you recommend Quadient?

Yes, because it is the best solution available at the moment.



More to Explore