830x539_Liz
Feb. 6 2018
One of the biggest challenges in developing a personalized customer communications strategy may not be the lack of customer data but whether the data you have is supporting those efforts—or hurting... View More
830x539_-Mindstream
Feb. 6 2018
Digitizing the customer experience (CX) no longer gives a company an edge, but instead, it's the key to survival. For almost a decade, organizations have been talking about how new digital channels not... View More
830x539_Kasper
Feb. 6 2018
Customer communications management (CCM) is an industry in transition. Last year, we witnessed further convergence of CCM with customer experience (CX) and saw new approaches in configuration and deployment... View More
JeffJacobson
Jan. 31 2018
After more than a week of speculation and rumors, Japan's FUJIFILM Holdings Corporation and iconic US company Xerox Corporation announced today that they had entered into a definitive agreement to combine... View More
Designing Effective Templates
Jan. 17 2018
Some documents seem to have a life of their own, making you wonder, “Who designed this?!” Even in today's information age, not everyone has the skillset of a designer. Even templates—pre-made... View More
OMGDPR - Your Customer Wants Their Data- Now What
Jan. 12 2018
May 25, 2018 will be here sooner than you think. Even if you're located in the US, the General Data Protection Regulation (GDPR) may impact you if you have customers in Europe. Yet, many organizations... View More
Your Communications Inventory
Jan. 4 2018
In my last article, I discussed how clear and concise customer communications can dramatically improve your organization's customer experience (CX). Clarity is important. However, another critical aspect... View More
Most-Read Stories of 2017
Dec. 28 2017
2017 was a turbulent year for many enterprise buyers, as we continued to see major shifts in the technology marketplace. Market consolidation, accelerated migration to the cloud, and a growing shift to... View More
5 Questions to Ask for Your Customer Preference Ma
Dec. 19 2017
Organizations in every industry are recognizing that building strategies to manage the customer experience (CX) has become critical to their business success. Tracking and honoring customer preferences,... View More
Integrating Marketing and Transactional Communicat
Nov. 30 2017
In two recent studies on the annual state of the transactional and marketing communications markets, respectively, we surveyed a total of 8,000 consumers and 1,200 enterprise professionals across North... View More
DOCStratNews
Nov. 17 2017
Smart Communications, an innovator in customer and business conversations, announced plans to integrate with popular voice assistants (such as Amazon’s Alexa and Google Home), and to allow the delivery... View More
Testing Accessible Documents
Nov. 9 2017
While automation has made creating accessible documents more efficient, testing is still a vital step in the process. However, it's a component that is less familiar to many organizations. When we talk... View More
DOCStratNews
Nov. 7 2017
OpenText (NASDAQ: OTEX, TSX: OTEX), the global leader in Enterprise Information Management (EIM), today announced the availability of OpenText Release 16 Enhancement Pack 3 (EP3). This release delivers... 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
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
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