World Wide Web
July 31 2017
Last month, we took a brief look at some of the accessibility laws in the US, Canada, and other jurisdictions that have implications for the customer communications you provide to the public. If your organization... View More
Managed Servcies Are Key
July 28 2017
The new enterprise content management (ECM) system has been implemented, users trained, documents migrated, and everyone is happily working. Three months later, the human resources (HR) department needs... View More
Accurate Journey Maps
July 27 2017
There are many ways to observe and record customer journeys—some are right, and some are ultimately incorrect. There is a place for both data and passion in any successful customer journey mapping... View More
Information Security Talk
July 25 2017
Many businesses look at information security from the perspective of locking down devices and repositories, trying to control access, and even preventing technology use out of fear that something might... View More
Technology Is Changing CCM
July 24 2017
If you're a buyer or seller of customer communications management (CCM) solutions, you're living in a great time—a time of great opportunity to radically improve communication processes, communication... View More
July 19 2017
The plague of locusts, partisan bickering, and customer communications management (CCM): Do you see a link? Maybe not at first, but after being in the industry for as long as I have, I sure do. Each cause... View More
Managing Documents
July 18 2017
There’s a lot of talk about the change in enterprise content management (ECM). There’s change in the name of ECM: One camp wants to call it “Content Services” and another “Intelligent... View More
July 17 2017
If you were one of the 300,000 companies across 150 countries that got hit with the WannaCry ransomware attack, well, the name is very appropriate. Designed to encrypt all the data files on the infected... View More