Category: Customer Engagement Strategies

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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Delivering on Customer Engagement at the XMPie User’s Conference

Ryan McAbee
Oct 30, 2015

Earlier this week the XMPie User’s Group conference was held in Miami, Florida. The theme of the conference was “The Art of Customer Engagement” and brought together users of XMPie software from around the globe for three days of networking and learning. The opening keynote titled “On Bridging Print and Digital” was delivered by Jacob Aizikowitz, president and founder of XMPie. Jacob urged attendees to become digital first, focusing as much on digital technologies as print – a point driven home by the fact that 75% of marketing spend is expected to be on digital channels by 2019.

XMPie continues to evolve and expand its product offerings to support a digital-first mindset which was reinforced by the introduction of Open XM at the show. Open XM is an XMPie technology stack that can be incorporated into any website without relying on any specific design tool.

User-driven conferences continue to provide an ideal environment for learning and networking with other service providers who face the same opportunities and challenges. This was evident in the sessions and conversations I had with attendees at the show, from discussing pricing strategies to users trading contact information to help out with technical issues once they arrive back home.
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Google’s “Mobilegeddon” and the Importance of Mobile-Friendly Web Design

Other Posts
Apr 24, 2015

This week, Google made changes to its mobile search algorithm, an event which the public dubbed “Mobilegeddon.” In the new algorithm, Google considers whether a website is “mobile-friendly” in ranking search results. Mobilegeddon is a wake-up call for many businesses that have either neglected mobile design or are not even aware that their websites are poorly designed.

Photo via Inturact

While the new algorithm only affects searches on smartphones, businesses cannot afford to lose out on mobile, which already accounts for 60% of U.S. digital media time.[1] Earlier this year, comScore reported that mobile search accounts for 29% of all U.S. search activity, and 20% of that comes from smartphones. Various estimates put Google around 65-75% search market share, with 80-90% share in mobile search (thanks in large part to the Android OS). In fact, about half of all Google searches are believed to be mobile searches. Despite the apocalyptic hype around Mobilegeddon, this is neither the first nor the last update to Google’s algorithm. It is, however, the most significant update since 2011, when Google Panda began factoring the quality of web pages into search rank.  Read more »

Highlights of Xploration 15, the Customer Communications Conference

David Stabel and Matt Swain
Apr 23, 2015

Last week, customer communications conference Xploration 15 hosted around 350 participants in Orlando, Florida. This annual conference is a major industry event with more than 60 educational sessions for vendors, service providers, and enterprise attendees.

The educational sessions covered a broad range of CCM topics including workflow and automation-related technology, e-presentment and payment technology and innovation, hosted/cloud managed models, as well as strategy considerations for outsourcing versus maintaining in-house operations. InfoTrends hosted two sessions that covered a review of highlights from our annual customer communications research, and insights on the importance of CCM in an increasing connected world.

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The Customer Journey as the New Paradigm for Customer Communications Management

David Stabel
Mar 19, 2015

The paradigm for Customer Communications Management (CCM) has changed throughout the years, shifting from transactional mainframe printing to the enablement of personalized and targeted communications, from cost-based to profit-enabling with TransPromo, and from customer service to managing the customer experience. The discussions around customer communications today are about optimizing customer engagement or optimizing ALL customer engagements (touchpoints) that a customer experiences when interacting with a brand (i.e., a customer’s journey). In this blog, I briefly discuss what makes up a customer’s journey and how CCM can be a part of it.

The Customer Communications Journey

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Highlights of the EBDA Seminar 2015

David Stabel
Mar 18, 2015

On February 26, the European Business Document Associated (EBDA) organized a seminar to discuss the future of print and customer communications. This event took place as a parallel event to the Hunkeler Innovationdays 2015 in Lucerne, Switzerland. Such parallel events are a perfect opportunity for people to participate in as they easily can combine it with a visit to the Hunkeler Innovationdays. InfoTrends was invited as being one of the main speakers at this seminar together with three other industry experts. This blog highlights the key takeaways of the main discussions at the EBDA seminar.

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