Marissa R. Feigen | Portfolio

Integrated Campaigns

Powering Relationships │Utilities Industry │Global Campaign

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Utilities Campaign | Quadient | Blog •

Reimagining the Utility-Customer Relationship | Blog

Utility companies face increasing pressure to transform outdated business models into modern, customer-centric operations. This necessitates a reimagining of the traditional role as a commodity supplier that is removed from the lives of its customers. Utility providers must evolve into trusted energy advisors that customers can count on for personalized guidance and support as they navigate the changing energy landscape. But how well do utility providers understand evolving customer expectations...
Utilities Campaign | Quadient | Landing page •

IDC Survey: Energy Customer Interactions & Channel Preferences | Integrated Research

Part 2 of the survey report series looks specifically at consumers’ attitudes toward their interactions with energy suppliers, assessing key interaction points across the customer experience (CX) and factors like interaction frequency, length, and channels leveraged. The survey insights can help energy suppliers focus their CX enhancement and capability-building efforts on what will make the most impact, while gaining a better understanding of the larger market shift in the consumer-supplier relationship.
IDC Worldwide Energy Consumer Survey Discovery Series | Part 5
Utilities Campaign | Quadient | LP •

IDC Survey: Do Energy Suppliers Provide a Positive CX Along Customer Journey | Integrated Research

Part 5 of the series looks at how energy customers perceive their energy suppliers’ performance across various aspects of the customer journey, breaking down the insights by age group, market type, and smart meter installation. The survey findings provide critical insights that energy suppliers can use to help identify key gaps in the customer experience (CX), challenge internal assumptions, and strategically prioritize their 2024 technology investments.
Thumbnail of the eBook, 'Reimagining the Utility-Customer Relationship'
Utilities Campaign | Quadient | Playbook •

7 Ways to Reimagine the Supplier-Customer Dynamic | Playbook

Consumers have long accepted infrequent, transaction-orientated utility supplier engagement, but as energy costs rise and the impacts of global warming increase interest in green energy, consumers desire a deeper relationship with their suppliers. They want personalized, omnichannel engagement that goes beyond the bill and provides them with transparency and control over their consumption. The suppliers that can rise to the occasion and deliver the dynamic engagement that customers desire will b...
Utilities Campaign | Quadient | Social •

Powering Dynamic Customer Relationships | Social Promo

Less than 35% of global consumers agree that their utility supplier is a valued energy advisor. For decades, consumers have accepted infrequent utility engagement that is primarily bill-related, but as energy costs rise, new suppliers emerge, and Distributed Energy resources grow, consumers want a more meaningful relationship. The suppliers that can rise to the occasion and deliver the deeper engagement that customers desire will not only...
Utilities Campaign | Quadient | Webinar •

Reimagining Customer Communications for Energy and Water Sectors | Webinar

The traditional customer communications model is insufficient for today's energy and water utilities.  Rising costs, an increasingly complex regulatory landscape, and the ever-present threat of climate change are forcing utilities to rethink how they engage with their customers.But how can you create a customer communications strategy that is effective, efficient, and meets your customers' needs in the Utilities industry?Watch our on-demand expert webinar, "Re-imagining Customer Communications f...
Utilities Campaign | Quadient | eBook •

CX Moments that Matter in Utilities | Industry eBook

‘Moments of truth' are make-or-break instances along a customer’s journey that present a decision point. If executed well, the customer continues on their journey doing business with the brand; if executed poorly, it’s likely the customer will stop doing business with the brand. Each moment of truth is an opportunity for the brand to differentiate. This ebook provides insight into the critical customer touchpoints within the utilities industry across the customer lifecycle, as well as explainin...
Utilities Campaign | Quadient | Case Study •

British Gas Evolves from Energy Supplier to Services Provider | Quadient Inspire Journey

In the UK utilities industry, increasing commoditization of utilities is pushing British Gas – UK’s largest energy provider – to strengthen their business by evolving into a home services provider and to enhance overall customer experience via optimized, seamless and satisfying customer journeys. British Gas chose to integrate Quadient® Customer Journey Mapping (CJM) to extend the power of Quadient’s omnichannel communication platform, Quadient Inspire. The result is a versatile, personalized an...

Open Road CCM (Less Limits / More Possibilities) │Competitor Takeout │Global Campaign

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Open Road Campaign | Landing Page •

Quadient Inspire - Open Road CCM

As CCM shifts from isolated documents to connected interactions that create a personalized customer experience, enterprises that have been relying on the same software for many years are beginning to assess whether their solution is keeping pace with the market. Many have stayed with the same vendor to avoid the cost and complexity of migration, but as customer expectations for a frictionless, omnichannel experience rise, businesses are viewing legacy systems less as a stabilizing force and more as a risk to future growth.
Open Road Campaign | Assessment Guide | LP •

Five Signs Your CCM Platform Isn't Serving You | Landing Page

Customer communications technology is evolving faster than ever. While once used to generate high volumes of printed documents for the sole purpose of conveying critical business information, today, enterprises are using Customer Communications Management (CCM) software to drive the complete lifecycle of pre- to post-sale customer engagement. As customer communications shift from isolated documents to connected interactions that form an omnichannel customer experience (CX), CCM software adoption...
Open Road CCM | Legacy Migration Assessment •

Five Signs Your CCM Platform No Longer Serves You | Guide

If you’re one of the many businesses that made a major historical investment in a CCM system, but are now questioning if that investment is continuing to deliver the innovation and flexibility that you need to stay competitive, then it’s time to conduct an assessment. Migration can be scary, but letting your customer experience suffer due to outdated, ineffective technology is far more dangerous. To help you determine whether your vendor is the right fit for your current and future needs, we’ve compiled the five warning signs of a CCM that no longer serves you.
Open Road Campaign | Organic Social •

Five Signs Guide | Social Promo

Having a futureproof Customer Communications Management (CCM) platform has never been more critical. As CX expectations rise and operational efficiency takes priority, businesses need agile CCM solutions that can be counted on to drive exceptional customer engagement and digital transformation. If your legacy CCM platform has presented you with a mandatory migration that is making your communications future feel uncertain or limited, then we urge you to use this decisive moment to conduct a vendor assessment. In our new Guide, we outline the five signs of a CCM vendor that is failing to value your investment and support your changing business needs and IT infrastructure strategy.
Open Road Campaign | Resource Page •

Inspire AnyPrem CCM | Quadient

Traditionally, Customer Communications Management (CCM) software has been deployed on-premise, installed on the customer's servers or physical hardware. While on-premise remains a viable option, as cloud adoption emerges as a driving force within the industry, CCM vendors are re-architecting their solutions to support various cloud deployment models, including Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS), and Software-as-a-Service (SaaS). With different vendors offering diffe...
Quadient Inspire AnyPrem CCM | Brochure •

Quadient Inspire Any-Premise Deployment | Infrastructure Freedom

Unlike other vendors that lock you into a one-size fits-all architecture or force you to move to the cloud on their terms, we recognize that every business has unique deployment preferences and infrastructure strategies. That’s why we allow you to run the software in the environment of your choice, with the ability to move to a different Inspire deployment model at any point in the future as your needs change. It is this flexibility that defines our any-premise strategy and makes us a consistent Leader on the Aspire AnyPrem CCM Leaderboard Grid, a dynamic assessment of vendors in the global any-premise CCM software market. From on-premise to private cloud, public cloud, hybrid cloud, SaaS, and a hosted managed service option, Inspire offers ultimate infrastructure freedom for long-term CCM success.
Open Road Campaign | Organic Social •

Don't Be Forced into an Extreme Migration | Awareness Post | Quadient

Has your legacy hashtag CCM solution reached the end of the road? Don't let your vendor push you into an extreme hashtag c loud migration. Explore a flexible alternative that gives you the power to choose the deployment model that's right for your business needs. Offering the Customer Communication Management market's most advanced approach to any-premise deployment, Quadient Inspire allows you to choose a deployment model matched to your unique infrastructure strategy and cloud maturity. Deploy On-Premise, in a Public Cloud, in a Private Cloud, as a hosted Managed Service, or go full #SaaS —Inspire offers flexible customer communication solutions with the freedom to shift or scale at any time.
Open Road Campaign | Organic Social •

Choose the Road of Infinite Possibilities | Awareness Post

Don’t let your CCM vendor force you to go to the extreme. Migrating your customer communications to the cloud should be a strategic IT decision—not the result of vendor pressure. Navigate off the path of extremity and onto the road of infinite possibilities with Quadient Inspire: flexible customer communication solutions that give you the freedom to grow at your own pace. Deploy on-premise, in a private cloud, in a public cloud, go full SaaS, or allow our team of experts to handle all aspects of cloud migration and application management for you with our customizable hosted managed service offering. With Quadient Inspire, the choice is yours!
Open Road Campaign | Ghostwritten Blog •

Should I Stay, or Should I Go? | Blog

Now that I have you humming that iconic song by The Clash…let’s talk software! I’ve been thinking a lot about that song as I hear about companies sounding the alarm about their Customer Communications Management (CCM) software being sunsetted, lacking an innovative product roadmap, not having a migration plan, and not having an easy on-ramp for digital transformation.If you're faced with these challenges, you might ask yourself: According to IDC's Worldwide Customer Communication Management Soft...
Open Road Campaign | Organic Social •

Decision Guidance for Those at a Crossroads | Blog Promo

The current mind state of many IT Leaders and CTOs can be best captured by the lyrics of the famous song by The Clash, "Should I Stay or Should I Go?" as a growing number of enterprises sound the alarm on their legacy CCM platforms. From mandatory migrations, years without substantial innovation, and no clear on-ramp to #digitaltransformation or cloud #modernization, many are feeling at a crossroads with their current solution. At Quadient, we understand that your legacy system is deeply embedded into your processes and storing hundreds, if not thousands, of templates, making #migration a daunting notion. At the same time, staying with a vendor that's bringing you on a fast track toward stagnation and weakening your #CustomerExperience and enterprise infrastructure can present an even greater risk. To empower your decision, we've compiled key market insights that illustrate how the state of CCM software is changing, as well as resources to assess if your current solution is keeping pace with evolving use cases and AnyPrem deployment capabilities - or demonstrating the signs of software decline.

CCM Consolidation │Unified Communications │Global Campaign

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Four Ways to Win Executive Buy-in •

The Business Case for CCM Consolidation | Blog

Quadient Connects, a virtual conference hosted by Quadient, brought customers, partners, and solution leaders together from all lines of business to unite under a common cause: to explore how to be "be more" by embracing the limitless possibilities of digital transformation. Andrew Stevens, Product Marketing Manager for Quadient's Intelligent Communications Automation (ICA) line of business, presented a captivating session as part of the Customer Communications track titled, "Less cost—more effi...
CCM Consolidation Campaign | Guide •

Signs It’s Time to Consolidate | Guide

For many organizations, what may have started as a straightforward solution has since morphed into a tangled web of disconnected platforms — each introduced to address a specific channel requirement, but creating inefficiencies and silos in the process. Since traditional CCM platforms were originally designed for print output, businesses have spent years layering on single-point digital solutions to keep up with evolving customer expectations. A tool for email. A tool for SMS. A tool for web portals. Every time a new channel gains traction, another tool is added to the mix. This lack of cohesion not only complicates operations, but also introduces compliance, quality control, and brand integrity risks.
CCM Consolidation Campaign | Brochure •

Unleash the Power of Unified Communications | Brochure

Legacy CCM systems are not only expensive to maintain but also inflexible and slow to adapt to market and regulatory changes. These outdated systems have evolved into a tangled web of overlapping solutions, making them difficult to manage and synchronize. Adjusting communication templates or processes involves lengthy procedures and extensive IT involvement, resulting in high labor costs and bottlenecks.
CCM Consolidation Campaign | Blog •

Simplifying the Process of Customer Comm. Template Rebuild | Blog

Picture this: Your team is in the middle of a busy quarter, everything is running smoothly — until suddenly, you're asked to migrate all your communication templates to a new software platform. The familiar screens you’ve been using for years disappear, replaced by a confusing interface that looks like it was designed by a tech wizard. Switching to new software can feel like trying to drive a spaceship when you’re used to bicycles. Both will get you from point A to point B, but one requires a lot more technical skills to operate it effectively. For your team, there’s bound to be a knowledge gap as you work to familiarize yourselves with the new user interface and workflows, and this steep learning curve increases the likelihood of mistakes and productivity challenges.
CCM Consolidation Campaign | Brochure •

Consolidate Platforms - Transform the Customer Experience | Brochure

Year by year, project by project, and trend by trend your enterprise has assembled a large collection of communication systems. What seemed to be a series of easy solutions to isolated problems has morphed into a tangled mess of technologies that hurts the customer experience. Each of your legacy customer communications technologies have years of complex, often outdated regulations baked into them, creating an unstable foundation. Quadient helps companies create a nimble, effective, and unified customer communications infrastructure to improve the customer experience.
CCM Consolidation Campaign | Case Study •

Achieving a Solid Communication Foundation | Customer Testimonial

A specialty insurance company in the U.S. was challenged with organizing their thousands of forms and templates before discovering the power of Quadient InspireXpress. Using Artificial Intelligence (AI), Machine Learning (ML), and Natural Language Processing (NLP), InspireXpress consolidated, organized, and optimized the company’s portfolio of content for easier communications deployment, design, and compliance.

Transforming from CCM to CXM | Global Campaign

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Lifecycle Communications Transformation │Health Insurance Campaign

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CommONE, enhance transparency, healthcare member communications management
CommONE | Communications Transformation •

CommONE: Phase 3 | Enhance Transparency

Gain transparency into the workflow processes driving your marketing and member communications with the industry’s most dynamic, real-time reporting dashboard. CommONE: Analyze is a robust reporting system that tracks and reports on the lifecycle of all communications, from initial file receipt—to multi-channel distribution via a collection of fully configurable reporting panels. Unlike other one-size-fits-all platforms, CommONE: Analyze offers customizable search and display options to meet your company’s unique auditing and compliance requirements.
CommONE, healthcare member eDelivery
CommONE | Communications Transformation •

CommONE: Phase 5 | Integrate eDelivery

Reduce printing costs and improve member experience with a paperless opt-in program that offers exceptional convenience to your members. Cierant’s CommONE: Connect is an eDelivery integration solution specifically designed to meet the compliance, security and privacy requirements of health insurance member communications. With website-integrated preference management centers, real-time email analytics and failsafe auto-conversion to print-on-demand, delivering communications via the customer’s channel of choice is made seamless.
CommONE, lifecycle communications transformation
CommONE | Communications Transformation •

CommONE: Phase 6 | Schedule Demo

With over 30 years of experience in health insurance communications management, Cierant Corporation understands better than anyone that with tight material due dates, ever-changing regulations and reimbursement cutbacks, finding room for communications innovation can seem near-impossible! That’s why we created CommONE, a customer communications management suite that integrates workflow automation tools with cross-media output technologies and production management services.