Category: Customer Communications

DirectMail2.0 Launches Their Inaugural Market-Edge Event

Pat Nolan
Nov 6, 2017

Market-Edge 2017: Direct Mail, Digital, and Beyond

From October 26th to October 27th of this year, DirectMail2.0 hosted their inaugural Market-Edge conference at Wyndham Grand Clearwater in Clearwater Beach, Florida. Sponsors included Pitney Bowes, Konica Minolta, AccurioJet, Alesco Data, and Enthusem. Discussing Market-Edge with DirectMail2.0’s Marketing Coordinator, Iris Shalev, I was able to shed some light on why they wanted to put on a conference and what they hoped that their business and attendees would take away from it.

The purpose of the event, she said, was to act as a hub for direct mail marketers and printers that is more personal than a trade show and to provide a face-to-face networking opportunity for attendees outside of the usual competitive context. DirectMail2.0 wanted to strengthen this community with Market-Edge, and bring stakeholders with different expertise together to learn from each other for a 360-degree experience, Shalev continued.

In his opening remarks, DirectMail2.0 CEO Brad Kugler also touched on his company’s intended outcome of the event. They wanted to host an open forum for printers and direct mail marketers to come together and solve their common problems. What is the root of those problems? The answer is represented both by what DirectMail2.0 does as a business – they are an integration platform that offers online services to printers and direct mail marketers – and by the theme of Market-Edge: to bridge the gap between offline and online, to bring print into the digital world.

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DMA &THEN 2017 Conference Recap

Pat Nolan
Oct 31, 2017

The DMA Celebrates 100 Years at &THEN 2017, Looks Ahead

The DMA reached an impressive milestone in 2017, hitting its 100-year anniversary as an organization. While this was cause for celebration at this year’s &THEN conference in New Orleans, much more time was spent looking ahead than reflecting on the last century. This comes on the heels of the DMA’s name change earlier this year, from Direct Marketing Association to Data & Marketing Association. In his opening remarks for the three-day conference, DMA CEO Tom Benton attributes this change to the modern role of data as the lifeblood of all marketing. It powers and improves all marketing activities and enables 1:1 at scale, he notes.

 “This year, more than ever before, it was evident that the strength of the Data & Marketing Association and &THEN lies with our members, speakers, guests and partners. We were pleasantly surprised at the sizeable turnout, and initial feedback confirms that the content provided at &THEN ranks alongside the finest data and marketing thought leadership events in our association’s 100-year history. We’ve already begun planning for &THEN 2018 and will be delivering more of this data and marketing expertise next year, October 8th through 10th at the MGM Grand in Las Vegas.”

Tom Benton, CEO of DMA

Along with data, cognitive computing was another recurring talking point woven throughout the conference’s buffet of speakers and presentations from notables on all sides of the industry – agencies and publishers, technology vendors and service providers, and executives from some of the world’s biggest brands and marketers. Yet at this year’s &THEN, it felt as though “Big Data” and “artificial intelligence” transitioned from buzzwords to not only serious competitive considerations, but necessities of the marketing toolbox.

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Quadient: A New Ecosystem for Customer Experience

David Stabel and Pat McGrew
Sep 12, 2017

Today, Neopost announced the introduction of a newly created business division: Quadient, replacing its Enterprise Digital Solutions (EDS) business division. With Quadient, Neopost combines three companies that operated independently under EDS into a new division focused on digital communications and customer experience solutions:

  • Satori Software. Acquired in 2009 and a provider of mailing and data quality solutions. Satori software allows mail senders to validate addresses, correct them, update them in real time and remove duplicates.
  • GMC Software. Acquired in 2012. Today, GMC Software is considered a leader and innovator in the customer communications management (CCM) solutions space.
  • Human Inference. A data quality solution provider focused on master data quality improvement. Neopost acquired this Dutch based company in 2012.
The New Quadient Logo

The New Quadient Logo

These past acquisitions fitted into a bigger strategy. To leverage the power of that strategy, it makes sense to reorganizing into Quadient. By doing so, Neopost is repositioned to focus on offering enterprise solutions for customer experience management (including CCM), mobile application development/digital experiences, and data management. The logic is simple: as customer experience becomes a strategic component for businesses, businesses need ways to quickly implement and personalized these experiences along the customer journey. Tools for managing this process as well as the data (quality) required for personalization are key.

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Tuning up at GMC Analyst Day

Pat McGrew
Jun 30, 2017
Matt Swain and Pat McGrew

As analysts, we are often invited to meet with vendors for analyst events where we often don’t know what the announcements or focus will be. That was the case when we travelled to Nashville, Tennessee’s Sound Kitchen Studio last week for a GMC Software event billed as “Not Your Typical Analyst Summit!”

ScottDraeger

Scott Draeger opening the GMC Analyst Day!

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Highlights of the SmartVideo Summit 2017

David Stabel
May 5, 2017

SundaySky recently held its fifth annual SmartVideo Summit in New York, NY. This year, SundaySky invited a couple hundred partners, customers, and analysts to discuss “The Art of Personalization.” SundaySky also used the Summit to update the community on its latest developments and strategic direction moving forward.

Jim Dicso, CEO at SundaySky

Jim Dicso, CEO at SundaySky

In the opening presentation, Jim Dicso, CEO of SundaySky, discussed the importance of scaling personalized customer engagements to tackle the strategic challenge of improving customer experience. This next generation of personalization is all about moving from simple (“Hello Jim…”) to individual/one-to-one personalization (“Just for you…”).

AT&T, Hilton Worldwide, Royal Bank of Canada, Verizon, and others shared their challenges and successes as they implemented personalized video campaigns as a mean to elevate their respective organization’s personalization capabilities. In addition to the presentations, there were networking opportunities, as well as a chance to speak with SundaySky’s senior management and specialists.

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Key Take-Aways of Xploration 2017

David Stabel, Matt Swain and Pat McGrew
Apr 13, 2017

On March 28-30, Xplor International held its annual Xploration 2017 conference in Orlando, Florida, providing more than 60 educational sessions for vendors, service providers, enterprise attendees, and other industry experts from around the world.

xplor17

The educational sessions covered a broad range of customer communications management (CCM) and related topics including customer experience, workflow and automation, data management and compliance, e-presentment/payment technology and much more. This year, senior analysts from Keypoint Intelligence – InfoTrends hosted multiple educational sessions, participated in several panel discussions, and hosted a special Industry Analyst Workshop. Here are our key takeaways from the conference.

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Highlights of Adobe’s Marketing Summit 2017 in Las Vegas

Ashley Bilko
Apr 10, 2017

Recently at the Venetian in Las Vegas, Adobe employees, partners, customers, press and analysts gathered for the annual digital marketing conference, Adobe Summit 2017. With over 250 sessions this year, the event drew over 12,000 attendees—a 20% increase over last year’s participation—including more than 120 sponsors and 1,500+ partners.

Adobe Summit 2017 Welcome Banner

Adobe Summit 2017 Welcome Banner

The event took place over the course of three jam-packed days with a little something for everyone in attendance. Keynotes and break-out session topics ranged from cross-channel marketing, to customer experience, data-driven marketing, integrated marketing, mobile marketing, and programmatic advertising.

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Highlights from the Pitney Bowes 2017 Software Technology Analyst Summit

David Stabel and Matt Swain
Apr 6, 2017

Pitney Bowes held a Software Technology Analyst Summit in Half Moon Bay, California, on February 28 to March 1. It was the first dedicated technology analyst event in several years for the company. With 34 analysts from 19 firms in attendance from around the world, including senior executives from Pitney Bowes, the Software team was making a statement that they were ready to put their corporate wide go-to-market strategy center stage with the analyst community.

Marc Lautenbach

Pitney Bowes had put together a comprehensive and highly informative 1.5 day program to bring participants up-to-date on its software strategy, latest business developments, and latest software innovations. Next to the agenda and scheduled 1:1 meetings with senior management, participants had plenty of opportunities to network or to get live demonstrations on some of Pitney Bowes’ latest software innovations.

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Highlights of GMC Software’s European Events

David Stabel and Matt Swain
Mar 3, 2017

GMC Software (GMC), a Neopost Digital Company, recently hosted two events in Europe. On February 14th, it held its first EMEA analyst summit in Paris, France. The following weekend, it hosted its Service Providers Executive Advisory on Lake Lucerne in Switzerland. InfoTrends was invited to participate in both events.

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The EMEA analyst summit included discussions around GMC’s latest major product release, R11, the future state of customer communications technology, and GMC’s future strategy. In addition to presentations of Henri Dura, COO at Neopost Enterprise Digital Services (EDS), Scott Draeger, VP Product Marketing at EDS, and several other product managers at GMC, there was ample opportunity for 1:1 networking with the leadership team.

As for the executive advisory board, GMC did a great job of pulling together a group of 13 service providers and 15 representatives from various countries in Europe, Latin America, and Asia Pacific. Attendees received updates from leadership at GMC on enhancements to the offering, discussed market disruption and service expansion opportunities during the session, as well as shared best practices and provided input on how GMC can continue to evolve its offering to best support their future needs.

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Digitization of Banks: A Shift from Back-end to Front-end Thinking

David Stabel
Feb 16, 2017

In the age of enterprise digitization and increasing competition within the banking industry–from established players to disruptive outsiders–banks are accelerating the modernization of their customer communications technologies. Key strategic goals often associated with this technology overhaul include customer experience improvement and operational efficiency as our 2016 customer communications technology enterprise research shows. Banking respondents of this research cite that improving customer experience is the number one business objective relative to invest in this technology, followed closely by improving the efficiency of front office employees.

Trying to implement these goals has proven to be a big challenge. Accumulated IT systems over the last generation created a legacy IT architecture—including siloed point solutions, custom integrations, and self-developed scripts—inhibiting innovation in this area for keeping up with new digital competition. That said, we are also seeing successful initiatives as this case of DZ BANK AG (DZB) in Europe.

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DZB is the third largest bank in Germany and is headquartered in Frankfurt am Main, Germany. The company is conducting a multi-year digitalization project within its corporate banking strategic business unit (SBU). InfoTrends had the opportunity to be briefed on this initiative.

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