Madison Advisors today announced the general availability of its newest research report, “Capture Service Provider Market Study.” The study provides insights on the latest trends in the inbound... View More
Technology continues to change our world at an unprecedented rate. Artificial intelligence (AI) and machine learning (ML) are already transforming our lives and the way we work in significant... View More
Studies we have conducted, as independent consultants, of thousands of enterprise and departmental processes find that 5% to 30%+ of the work performed is manual, duplicative, and unnecessary... View More
There’s a rumor that a new channel is on its way and it will likely spawn several prominent new social networks, interaction types and other innovations. Will your company and your team be rea... View More
The convergence of artificial intelligence (AI) and machine learning technology with customer communications management (CCM) systems has reached a decisive tipping point... View More
In 2019, news about the latest acquisitions, continued market consolidation, and maturing technology capabilities (like robotic process automation, artificial intelligence, cloud, and intelligent automation)... View More
2019 was a year in which we saw robotic process automation, artificial intelligence (AI), low-code architectures, and conversational interfaces firmly take root within the enterprise. Leaders moved from... View More
While understanding the five stages of the electronic document life cycle is vital, creating governance policies and practices are just as important to ensure consistency, security, findability, and defensibility... View More
Privacy management can be a massive elephant in the room when it comes to customer experience. Consumer tech companies, such as Amazon and Netflix, have elevated customer experience expectations to the... View More
Robotic process automation (RPA) is Dilbert’s dream come true. As a cubicle dweller, imagine having your own personal digital assistant that takes care of the repetitive and boring bits of your job.... View More
Over the past decade, the customer communications management (CCM) industry has been witness to some major acquisitions of key market leaders, with several of them touting a new business market share in... View More
These days, there’s no shortage of news stories about the latest data breach, which may leave a lot of cybersecurity professionals in a cold sweat more frequently. Furthermore, some of these professionals... View More
While many industry pundits have focused on traditional enterprise content management (ECM) vendors transitioning from document management to content services platforms, a parallel, and potentially a more... View More
Almost four years into this vision, we expect that customer communications as we know it today will evolve into more vibrant conversations. The cloud, artificial intelligence (AI), data intelligence, and... View More
As the calendar winds down for the year, everyone’s focus is turning to what 2020 will bring. There's one thing that’s definite though—digital transformation will remain on virtually... View More
As a collaboration analyst, one of the most frequently asked questions I get from organizations is, "What apps or tools should we be evaluating?" I always respond with a follow-up question, "Well, what... View More
OpenText expands the breadth of its cloud security offerings with its announcement on November 11, 2019 to acquire Carbonite, Inc., a provider of cloud-based data backup and protection services. The purchase... View More
Just how valuable is the customer experience (CX) to the bottom line? Will it help you retain customers and outpace your competition? The answer, of course, is a resounding, “Yes.” For every... View More
Fax is an agile and flexible technology that remains at the heart of document-based workflows. Not only is fax still heavily used within organizations today, it will continue to grow in the coming years.... View More
Generative AI (GenAI) is set to revolutionize the Customer Communications Management (CCM) industry, driving profound changes in how businesses interact with their customers
