FAQs - CX

A core component of CXM or CEM (Customer Experience Management), Customer Communications Management (CCM) is defined as the strategy to improve the creation, delivery, storage, and retrieval of outbound communications across all channels, including those for marketing, new product introductions, renewal notifications, claims correspondence and documentation, and bill and payment notifications. Quadient offers the only any-premise CCM solution on the planet. Deployable on-premise, as a hybrid, SaaS, or hosted managed service, Quadient’s Inspire Suite handles your most complex communication challenges – at every stage of your growth.

A buyer journey is a marketing concept that moves consumers down a path from awareness through purchase whereas a buyer persona is the information used by businesses to create tailored messaging related to the interests and needs of the company’s customer base.

Customer experience management is the practice of designing and reacting to customer interactions to meet or exceed their expectations, leading to greater customer satisfaction, loyalty, and advocacy. CXM combines core process like CCM, archiving, and Customer Journey Management to drive business goals through enhanced CX.

Yes!  Quadient Inspire is a modular solution, which means that every deployment is tailored to the specific business needs of the client.   Our Sales and Presales Professionals will work with you to ensure that you have everything you need to be successful. 

Every Inspire deployment is paired with a Professional Services engagement tailored to the desired business outcomes of the client.  Our highly experienced Professional Services team will engage in Scoping, Solution Sizing, Mentorship, and Implementation to ensure that our clients are successful.  In addition, our Customer Success Team will meet periodically with you to ensure you are aware of our latest product enhancements and service offerings to help you maximize the value of your Quadient investment.

Quadient maintains a large support team with representatives in every time zone that we serve.   24/7 support options are available to ensure that our clients will have a quick resolution to any issue or question that may arise.

Software updates are included with a Quadient Maintenance Plan in addition to training and software support.  Professional Services assistance is also available should it be needed to ensure a smooth transition to the latest version.  A team of over 400 Quadient Software Developers delivers minor releases every four to six months, and major version upgrades every 18-22 months to ensure that Quadient remains at the cutting edge of current technology.

Quadient’s Professional Services Organization has a wealth of experience in migrating content from every major competitive CCM suite on the market.  Additionally, the team can provide access to InspireXpress. InspireXpress, is a utility that uses machine learning, artificial intelligence, and natural language processing to deconstruct print-ready output or templates into document categories and content blocks, which become immediately usable in the Quadient Inspire design environment.