Digital transformation has moved up in the list of enterprise priorities for good reason, but getting beyond the standard pundit exhortations to go “digital first” means answering a practical... View More
As we enter the final stages of 2015, I reflect upon what has been happening in the collaboration space. We’ve seen the emergence of mobile collaboration and its impact on how people work. The workforce... View More
The next big thing in customer communications might well be personalized video. While the idea of videos that deliver content relevant to each customer’s situation and needs isn’t new, so far,... View More
As the concept of customer experience management (CEM) appears as a way to improve customer experience (CX), many enterprises are undergoing exercises in customer journey mapping. These sessions can involve... View More
Competition among companies in all industries has never been more intense when it comes to acquiring and retaining customers—and technology will certainly play a central role as these organizations... View More
We are arriving at the end of 2015, and this usually leads to a number of wishes considering the year to come. This article suggests 10 wishes for next year’s business success. One, “I will... View More
Autumn is that time of year where it is incumbent upon us in the industry to deliver both our predictions and forward-thinking vision of the future and our writing coverage plans for the following year... View More
Corporations are a class of life on planet Earth, along with humans, the animal species, the vegetal world and the planet itself (with its own sub-classes of seas, mountains, wind, oxygen and whatnot).... View More
When we talk about customer communication strategy, the most common topic is the context of the communication. We can start by looking at the context of the pressures you face in terms of "more and less."
If 2016 is anything like every other year, your news feed in the new year will start off with tweets, posts and articles about “Trends in Communications for 2016.” For all the buzz on the upcoming
For the past 12 months, Dr. Joe Webb, director of WhatTheyThink's Economics and Research Center, has been detailing a significant uptick in commercial printing shipments over year-ago numbers. In his... View More
As you might have noticed, our special GRAPH EXPO/ARMA 2015 issue represents the sometimes-contentious marriage of two worlds—print and digital. While they’re not necessarily the yin to each... View More
The GMC team is having many discussions lately about the future of communications, and we started talking about the exciting short- and long-term communication opportunities of wearables, Internet of things,... View More
In an earlier post, I discussed the growing importance of workplace experience for the largest demographic in organizations today—millennials. Wanting a collaborative work culture and... View More
Summer here in London sometimes catches out visitors to the city. As usual, the city received its sudden hot snap—10 degrees centigrade above the normal summer average—for a week or so, and... View More
The DOCUMENT Strategy Forum is excited to announce that its 2016 Conference will officially kick off with an Opening Keynote Address, featuring Maria Boos, Group Director, Simplification... View More
Nearly every day, I read about companies struggling to grow revenue. So, what do they do? They resort to corporate restructuring (they sell assets, spin off a division, set up a real estate investment
I find that there’s a “Zen” thing going on when it comes to content marketing—your ultimate goal is to generate a lead for your sales team. However, to most effectively do this,... View More
Disruption has become the new industry buzzword these days. At every conference I’ve attended this year, “disruption” or “digital disruption” finds its way into the keynote.... View More
It’s no secret that digital channels have become foundational to the delivery of customer communications, with customers increasingly indicating mobile apps, SMS, email and other digital delivery me
Customer communications surrounding accounts receivable (AR), particularly those regarding overdue payments and the initiation of collections, are among the trickiest to craft given the critical
In the digital transformation era, what most needs digitization is multiform content. Enterprise content management systems (CMSes) are how that will get done
