1696: Adopt CaaS or risk losing customers, Quadient Warns

Quadient is the driving force behind meaningful customer experiences. By focusing on four key solution areas: Customer Experience Management, Business Process Automation, Mail-Related Solutions, and Parcel Locker Solutions, Quadient is on a mission to simplify the connection between people, and what matters.

The company claims that businesses face a customer exodus if they don't shift to CaaS (Communications as a Service). This comes as IDC predicts that a quarter of all connectivity budgets will run through CaaS within two years. Scott Draeger from Quadient discusses the immense pressures businesses currently face, with customers demanding an almost instant reply across an increasingly expanding range of channels. In contrast, different business departments struggle to keep pace as interaction with customers is slowed by constantly needing to call on the assistance of their IT team.

We also talk about how these problems risk damaging customer experience, leaving people to conclude that the business is too slow to respond/makes them repeat themselves. Gartner reports that more than four-fifths of companies compete based on customer experience poses a real risk of leaving for a competitor.