Dec 15, 2016
Swiss Post Solutions (SPS) recently invited the analyst community to its Industry Analyst Symposium held in Vietnam on November 23-26. During this multi-day symposium, SPS’ senior management briefed analysts on the SPS business, its latest technology innovations, as well as on its Business Process Outsourcing (BPO) strategy. Analysts were also invited for site visits to both of its Vietnam offshore facilities in Ho Chi Minh City and Can Tho City. This blog post covers our takeaways from the event.
SPS Industry Analyst Symposium in Vietnam, Nov 23-26, 2016
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David Stabel and Ashley Bilko
Oct 14, 2016
Enterprise priorities today are strongly propelled by improving customer experience. With only about 28% of enterprise respondents in our 2016 Annual Customer Engagement Technologies State of the Market study being satisfied with the experiences they deliver to their customers, there seems to be significant room for improving customer experience. For some enterprises, this means turning to the practice of Customer Journey Management.
We define Customer Journey Management as the automation of (or parts of) customer communications in each point of engagement along the customer journey. This includes customer communications management, dash-boarding and reporting on the customer journey, journey mapping, as well as incorporating collaboration capabilities which allow stakeholders across an organization to actively participate in the customer conversation.
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Sep 22, 2016
We are now just one month away from Money20/20, a conference and trade show billed as “the world’s largest payments & financial services innovation event.” Now in its fourth year, the show has grown to more than 10,000 attendees, 500+ exhibitors and about 125 educational sessions. This will be my third year presenting and moderating at the event, with our research helping to cover the household bill pay component of the broader payments market that will be on exhibit.
This year, I will be hosting a session entitled Transforming the Bill Consolidation Market: Research & New Entrants. Read more »
Apr 13, 2016
Last week, customer communications conference Xploration 16 hosted around 355 participants in Orlando, Florida. While attendance was about the same as last year, there were 141 first time attendees registered. With more than 55 educational sessions and panels for vendors, service providers, and enterprise attendees, this annual conference continues to be an important industry event.
The educational sessions covered a broad range of customer communications management (CCM) topics including analytics, business intelligence, production management, managing multi-channel and omni-channel communications, mobile strategies, as well as evolving trends such as personalized video, customer experience (CX), and customer engagement. Two educational tracks took a special focus on executives and career development and discussed topics such as compliance auditing, data security, M&A, RFPs, and topics around personnel management.
We have long been supporters of Xplor and this year we hosted two sessions and sat on two panels. Our sessions focused on providing high-level insights from annual research within our Customer Engagement Technologies and Transactional Communications & Payments advisory services.
David Stabel and Matt Swain presenting highlights of InfoTrends’ annual research on customer communications
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Jun 23, 2015
Mint Bills has a new business model for billers who want to offer customers mobile bill pay.
We have been following Mint Bills since it was a fast-growing startup named Pageonce, when it rebranded to Check, and when Intuit acquired the company and later rebranded it to Mint Bills. We recently caught up with Steve Schultz, General Manager of the Biller Network for Mint Bills, to discuss how the company is doing with its new identity and expanded support structure, as well as to discuss its new business model for billers.
First off, tell us how things have been going since the acquisition and rebranding last year?
Check was already growing fast ahead of the acquisition by Intuit and rebranding to Mint Bills. It’s been about a year now and our metrics have doubled in most categories, including payment volume, payments, payers, and accounts. This is only partially from biller growth. We also have Read more »
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. 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 »
Apr 2, 2015
The United States Postal Service (USPS) has announced that it will postpone the April 26th, 2015 implementation date for price increases.
Early last month, the Postal Regulatory Commission (PRC) remanded part of the Postal Service’s rate increase proposal, requiring further USPS review and explanation for Standard Mail, Periodicals, and Package Services. Among the concerns raised were unequal commercial and nonprofit discounts. On March 12th, USPS responded with revised rates and further explanations, hoping to stay on track with the April 26th implementation date. However, on March 18th the proposal was again remanded.
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