December 18, 2019

Quadient Cited in Analyst Report for Customer Journey Mapping

Paris, France—Quadient, a leader in helping businesses create meaningful customer connections through digital and physical channels, announced today that it is included in Ovum’s report “Customer Journey Management’s Path to Optimization” as the only customer communications management (CCM) technology provider offering  customer journey mapping—through its Quadient® Customer Journey Mapping solution. The third-party analyst report provides an overview of the convergence of customer journey mapping (CJM) and customer journey analytics (CJA) and explores the ways in which CJM is transforming insights into actionable, relevant and interactive moments with customers.

Ovum is a market-leading data, research and consulting business focused on helping digital service providers, technology companies and enterprise decision-makers thrive in the connected digital economy. The report highlights the way Quadient leverages machine intelligence during complex document management and content extraction. Using artificial intelligence (AI), Quadient has trained modules to sort through content, eliminating the need for coders to oversee hundreds of applications. Deploying AI has led to a 90 percent reduction in content extraction.

“When it comes to customer engagement, customer communications are the most overlooked element in the customer journey,” said Mila D’Antonio, principal analyst at Ovum. “Quadient successfully enables enterprises to map the customer journey and then align critical pieces of communications with key moments in the journey, targeted to the right time, right channel, right device.”

“The Ovum report dives into the rapidly changing dynamics of customer journey management, which are largely due to advances in analytics and connecting data points common to customers,” said Chris Hartigan, chief solution officer, Customer Experience Management, Quadient. “This shift in customer journey mapping has given organizations the ability not only to view a customer’s journey, but to use that data to take action and improve the overall customer experience. It is critical for every enterprise to have the ability to glean valuable insights on the behaviors of their customers, to visualize the customer experience and to have the solutions to act upon them.”