Case Study: Keypoint Intelligence achieves seamless omnichannel customer experience with Quadient

Customer Experience The Only Way to Differentiate Your Business

Keypoint Intelligence, a market research and advisory firm focused on customer communications, faced the industry-wide challenge of clients moving from high-volume print to demanding, real-time digital interactions. The case highlights fragmented legacy technology, rising customer expectations for on-demand, multichannel conversations (especially via mobile), and the need for a consolidated solution. The vendor Quadient is referenced in the study as a relevant provider (including its Digital Advantage Suite and Customer Journey Mapping capabilities).

Quadient’s approach centered on delivering a consolidated, multichannel communications platform and journey-mapping services to enable real-time, personalized, and channel-consistent interactions, shifting clients from batch “push” models to on-demand “pull” experiences. The implementation improved deliverability, simplified use for business teams, and strengthened customer experience and consistency across channels; the case study did not provide specific quantitative KPIs or numeric impact figures.

Keypoint Intelligence

David Stabel

Analyst