830x539_DavidPat
Oct. 16 2017
In our recent study titled “Enterprise Customer Communications–Trends & Strategies from Around the Globe,” we conducted over 60 interviews with key individuals collectively responsible... View More
830x539_Rich
Oct. 16 2017
So, what’s new at the US Postal Service (USPS)? The short answer: growth in meeting parcel volume due to e-commerce and Informed Delivery. Advertising mail is still strong, but First-Class Mail continues... View More
4 Mammoth Trends in CX
Oct. 6 2017
Caught in the wake of customer experience (CX) giants like Amazon, Zappos, and Apple, companies in every industry, including heavily regulated ones, are recognizing that CX is becoming a more important... View More
Clear Communications
Oct. 2 2017
Recent research by Forrester examined the impact that clear communications had on customer experience (CX) scores for organizations in a number of industries. It may come as no surprise that the results... View More
CCM Marketplace
Sept. 27 2017
Last month, we released the sixth edition of our "Customer Communications Management (CCM) Solutions Market Study." When reading the report, you may notice a common theme, which can be summarized in a... View More
Digital Maturity
Sept. 22 2017
Successful companies have a customer-centric view, providing a rich experience at every interaction. However, a lot of organizations fail to deliver an excellent, consistent customer experience (CX) because... View More
DOCStratNews
Sept. 22 2017
Smart Communications, the innovator in customer and business conversations, has announced the availability of the next version of its enterprise solutions. With its latest release, Smart Communications... View More
DOCStratNews
Sept. 22 2017
Speedpay, Inc., a Western Union company, and Nordis Technologies announced an alliance to offer improved cloud-based customer communications management services to Speedpay clients. This strategic agreement... View More
quadient_logo_gmc_color-cmyk[1]
Sept. 15 2017
This past week, customer communications management (CCM) powerhouse GMC Software announced its integration into a new division of parent company Neopost, operating under the name of Quadient... View More
DSF18_FbookMobole640x360
Sept. 12 2017
DSF ’18 is pleased to announce the 2018 Advisory Board, a group of forward-thinking executives charged with creating, managing, and directing the overall education program at the annual Conference.... View More
Digital CCM Revolution
Sept. 1 2017
If you regularly follow our publication, then you know we’ve been covering the dynamic shifts within the customer communications management (CCM) market. More often than not, the conversation... View More
Strategy for Document Accessibility
Aug. 28 2017
Previously, we looked at the path to document accessibility and the importance of the ... View More
DOCStratNews
Aug. 25 2017
Crawford Technologies, a provider of innovative document solutions that streamline, improve and manage customer communications, announces the release of the newest upgrade of its software suite, CrawfordTech... View More
Questions for Journey Map
Aug. 22 2017
Over the past year, I’ve been lucky enough to be invited to several leadership discussions about customer experience (CX) programs at some major banks, insurers, and service providers. Once a CX... View More
5 Must-Read
Aug. 17 2017
Every December, we feature the 10 most popular articles on our site as a retrospective look at the topics and market trends that inspired us, challenged our established views, and pushed us to think outside... View More
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Aug. 3 2017
In light of the recent focus on customer experience (CX) and customer journey mapping, enterprise leaders in sales and marketing have to refocus their strategies around multiple customer journeys and across... View More
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
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
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
DOCStratNews
July 20 2017
Cincom Systems, a worldwide software provider, announced today that Alaska National Insurance Company (www.alaskanational.com), a leading insurer offering a comprehensive spectrum of commercial lines insurance... View More