Category: Customer Communications

PRINT 19 Innovations Acknowledge Consumers’ Changing Preferences

Marc Mascara
Nov 12, 2019

Introduction

Since the beginning of time, human beings have always striven to communicate with one another. The ways in which we communicate have changed with each new discovery or innovation, and the need to share information has only increased throughout history. As we progress through Industry 4.0 and make our way toward Industry 5.0, we are witnessing a time when the sheer number of communication channels has more than tripled. Citing recent research from Keypoint Intelligence – InfoTrends and news from PRINT 19, this article explores the ongoing shifts in customer communications.

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Pitney Bowes Slices Off More Software – SyncSort is the Beneficiary

Marc Mascara
Sep 5, 2019

As Pitney Bowes adds to the Syncsort arsenal of software solutions with the recent acquisitions of SQData and Pitney Bowes Software solutions, the company looks to focus on its core business in the mail and shipping space. Just a few weeks after announcing a cash dividend of $0.05 per share, Pitney embarked on a move that would help the company pay down its near-term debt as it comes to maturity.

On August 26th Pitney announced its intention to shed the bulk of its Software Solutions business for nearly $700M in cash to Syncsort. Pitney looks to maintain their hold in their current markets they serve by refocusing on the client experience for companies that mail and ship by taking out process complexities. By shedding its software business Pitney is continuing its initiative to streamline operations and reduce its overall spend. Performance of Pitney’s software business has been lagging, pointing to a reduction in YOY renewals and an overall reduction in new clients. Pitney notes that one of their key strategies for growth is to increase shareholder value. Over the past few years, Pitney has divested many technologies, including its (DMT) Document Messaging Technologies (now BlueCrest) and their European SMB business.

As Pitney looks to reinvigorate its core focus on mail and shipping, we expect the partnership with the USPS to continue and grow. That said, there is a close watch at how the current and ever-changing US trade war with China will impact Pitney’s bottom line due to its growing business handling parcels from China. With the impending sale to Syncsort and the expected trade war impact, Pitney has adjusted its 2019 earnings forecast down from a range of $.90 / $1.05 to $.65 / $.75 respectively with full-year revenues in the 1 to 2 percent range.

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What Print Service Providers Can Learn from Netflix’s Personalization Strategy

Colin McMahon
Jul 23, 2019

At first, print service providers (PSPs)—including mailing companies and direct mailers—might wonder what they have in common with Netflix. Although the service started out as a direct mail offering, it has since become more associated with online digital streamlining. Nevertheless, a recent technology blog from Netflix has shed some additional light on how the company is pushing its personalization practices forward, making them more advanced and better synced to each individual Netflix user. While this level of personalization is quite advanced now, it will likely become increasingly commonplace in the years ahead.

Many firms, including PSPs, can benefit from absorbing and understanding how Netflix continues to personalize its offerings in today’s digital age.

Netflix logo

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OpenText Enterprise World: A Shift into the Information Era!

Marc Mascara
Jul 18, 2019

On July 9, OpenText kicked off Enterprise World 2019 in Toronto with a week’s worth of information exchange, learning opportunities, breakout sessions, and keynote speeches. Thousands of attendees joined the event to learn how to make the most of underutilized information and capitalize on the next wave of transformation in productivity and growth. Offering insights into the latest trends as well as stories on successful digital transformations, Enterprise World is designed to help attendees unlock their information advantage.

Figure 1: Open Text Enterprise World Entrance

This year’s event was located at the Metro Toronto Convention Center. Open Text Enterprise World is touted as the most expansive EIM (Enterprise Information Management) technology event in Canada and the world’s largest information conference. The most recent event included over 200 breakout sessions as well as 15+ LearnPath opportunities to educate attendees on digital transformation and productivity. Pre-conference training courses were also offered on July 7th and 8th, including over 25 accelerated sessions that spanned ten different industries.

This year’s event featured a number of keynotes from Mark Barrenechea (OpenText CEO & CTO), Muhi Majzoub (OpenText Executive Vice President of Engineering), Sir Tim Berners Lee, and special guest Peter Gabriel. Mark Barrenechea kicked things off with an insightful and compelling keynote that set the tone for the entire event. Mr. Barrenechea thanked all his customers and partners for their undivided trust in allowing OpenText’s platform to manage some of the world’s most trusted data, which was especially interesting and timely given that data security is such an important topic.

As the amount of information captured in the cloud continues to increase exponentially, the need for data security will only increase as time goes on. To that end, Barrenechea announced on stage that Google Cloud has selected OpenText as its preferred partner for Enterprise Information Management Services. Meanwhile, OpenText has named Google Cloud its preferred partner for enterprise cloud. In other cloud news, OpenText Release 16 will move to OpenText Cloud Editions (CE) in April 2020. Moving forward, all OpenText offerings will be cloud-first, but can be containerized and operate off-cloud. This means that with OpenText CE, customers will never have to upgrade again. OpenText is also confirming its commitment to content services by providing new and expanded products and capabilities to its platform.

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Developing the Right Mix of Client Care

Will Morgan
Apr 22, 2019

Consumers’ shifting expectations are increasing the demand for relevant and personalized communications. As a result, it is becoming ever more vital for print service providers to offer their clients the tools and expertise they need to compete on the print and mail battleground as well as the expanding digital landscape. The customer experience is a metric that is just as important for serving consumers as it is serving the enterprises that are working to capture and keep their business. Keypoint Intelligence – InfoTrends (InfoTrends) recently surveyed 24 mid-tier print service providers to learn about the professionals who make up their client care teams, how accounts are assigned to them, the roles they perform, and how much time they spend serving clients today in relation to two years ago. Our results point to a distinct evolution in communication practices and a general agreement about the importance of enterprise client care.

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Pitney Bowes’ EngageOne Communicate – Customer Communications for Marketers

David Stabel
Apr 11, 2019

Pitney Bowes continues to evolve its EngageOne portfolio for customer communications and experience. This week, the company released a new SaaS-based solution called EngageOne Communicate, which is positioned to enable small and medium sized businesses to create scalable and responsive digital communications quickly and easy.

Pitney Bowes EngageOne Communicate

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Good News for Mailers from USPS

Pat McGrew
Apr 9, 2019

US Mailers have been waiting for the USPS to release its findings from a request for feedback initiated last summer, and the answer has now arrived. The USPS will not be making changes to the Marketing Mail category. This is good news for mailers because the USPS was considering changes in the standards for Marketing Mail letters and flat that would limit the definition of Marketing Mail to paper-based, non-merchandise content. By definition, flats processed by the USPS can be no thinner than a quarter of an inch and no thicker than three-quarters of an inch, with dimensions between 6 1/8 and 12 inches in height and 11 ½ and 15 inches in length. Length is parallel to the address.

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Hunkeler Innovationdays: An Outlook from a CCM Perspective

David Stabel
Feb 11, 2019

In a few week’s time, on February 25-28, Hunkeler is opening its doors again for the high-volume printing and paper processing industry at the 13th Hunkeler Innovationdays in Lucerne, Switzerland. This year shows an increase in number of exhibitors from around 90 in 2017. This year about 100 exhibitors are staging demonstrations of 40 practical solutions over two halls at the Lucerne Trade Fairgrounds.

Hunkeler Innovationdays

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More Consolidation as Fiserv Acquires First Data

Pat McGrew
Jan 18, 2019

Billing and statement processing outsourcers with payment capabilities are continuing to consolidate in an attempt to dominate both the global payment and FinTech markets. On January 14th, 2019, Fiserv and First Data announced that they plan to consolidate their complementary technologies through a $22 billion deal that unites their strong merchant payment platforms, digital banking/billing solutions, and risk management options. Once the acquisition is complete (planned for 2H2019), Fiserv intends to refinance approximately $17 billion in First Data debt and to operate the combined business under the Fiserv name.

Fiserv and First Data

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Cybersecurity: Understanding the Inside Threat

Colin McMahon
Jan 7, 2019

When stories of cyberattacks reach the media, the culprit is often an outside source. Whether it is a foreign government or malicious hacker, organizations are conditioned to seek external threats to data security. This approach, however, misses a common cause of cyberattacks and data breaches—a company’s own employees.

Research has shown that more than half of all businesses are either at risk or have been attacked from the inside. To move forward with a fully developed data protection strategy, PSPs must be cognizant of inside attacks and minimize their risk.

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2016 InfoTrends, Inc.

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