Xerox expanded its portfolio of Communication and Marketing Solutions, and enhanced its Document Transaction Processing Services. Both services help large enterprises better manage front- and back-end... View More
Maturity models are not new, and chances are you or your organization has utilized a maturity model in the past. A maturity model enables an organization to assess its methods and processes according... View More
Several DOCUMENT Strategy articles have chronicled the rise of customer experience (CX) within enterprises over the past year or two, but CX has really moved from theory to practice recently. Many enterprises... View More
e-Spirit Inc., the leading expert in content and customer experience management, today introduced FirstSpirit CaaS, a content-as-a-service (CaaS) solution that helps companies monetize content by streamlining... View More
Today, the word "vendor" or "customer" in many companies can still bring up a less than enthusiastic response from internal staff, who are under pressure to work with both of these organizations. With... View More
When we focus on improving customer engagement and customer experiences, we don’t always have the complete story. Some companies have dozens of channels to manage, including offline, online, and... View More
Customer expectations are at an all-time high, placing added pressure on organizations everywhere. In turn, organizations have high expectations of their employees—to do their jobs quickly, accurately,... View More
Just a few short years ago, customer communication management (CCM) was boring. It was dull, old-fashioned, and not digital enough, making archaic print pages from all those old mainframe and client-server... View More
Over the last decade, hundreds of billions (maybe even trillions) of communications have left our industry. It didn’t happen all at once. It happened a little at a time—one project at a time.... View More
I attended the DOCUMENT Strategy Forum (DSF ’16) in Chicago and, as usual, found the meeting to be very insightful. The quality of the discussions was excellent, and the messaging was consistent... View More
Faced with maturing markets and increased competition, many companies are seeking to differentiate themselves by enhancing their customer experience, but those efforts might be misguided. That’s... View More
Over the last several years, the fervor around the “customer experience” has only exponentially increased. Why? It’s becoming clear that it’s tied to an attention-grabbing outcome—yes,... View More
We hear so much discussion about the digital workplace and digital transformation that we’ve made it into some sort of business destination. However, we forget about the bridge called "experience"... View More
Our Editor Allison Lloyd covers Forrester's Wave on Customer Communications Management, 2016 and highlights the 14 leading providers featured in this latest report... View More
GMC Software, a leader in customer communications management, announced today that it was among the select companies that Forrester invited to participate in its report, The Forrester WaveTM: Customer... View More
In today’s 24/7 omni-channel world, consumers routinely have anytime, anywhere access to information about the brands, products, and services they’re interested in. It’s this access that... View More
GMC Software (GMC), a leader in customer communications management, announced today that it will be showcasing its newest technology, GMC Inspire Customer Journey Mapping, in booth #414 at Document Strategy... View More
The title of this article is a rework of a quote from noted astrophysicist and author Neil deGrasse Tyson, PhD, who said, “The universe is under no obligation to make sense to you.” This same... View More
In today's business environment, everyone's talking about "digital strategy," "digital agility" and “digital transformation," but what does it all mean? You know you need it, but until you understand... View More
Many enterprises, particularly those operating in regulated industries, have long-established customer communications teams and well-defined processes in place to ensure smooth delivery of critical communications.... 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
