Seventy-two percent of customer service (CX) professionals say their programs are not very successful. To help increase success rates, drive CX change and improve business performance across the enterprise,... View More

Text analytics is a rather new concept in enterprise content management (ECM) and document management. Many organizations are using automatic categorization or classification of content, but this is only... View More

Today, there is a growing expectation for almost all workflow tasks to be digitized in some way. It feels jarring to many customers when they are required to use paper-based processes, make an in-person... View More

Every day, we are hit with more news alerts about data breaches, systems being hacked, and all kinds of implications that the weakest link in the information ecosystem is the technology. Yet, for many... View More

Xpertdoc Technologies Inc., a Microsoft Gold Partner and leader in customer communications management solutions (CCM), announced that they secured CAD $2.285 million (US $1.725 million) in funding from... View More

For the past 24 years, this publication has cultivated an editorial platform based on a simple mission: We focus on the overall strategy, not just a part of the process. While simple in its brevity, we... View More

As a customer-centric business, decisions should always be made based on the benefits for customers. This requires a precise understanding of the customer experience at various interaction touchpoints... View More

Earlier in the year, I wrote about the top communication trends for 2017. It might seem early to be thinking about 2018, but talking about next year's trends gives us a chance to take control of our future.... View More

A customer relationship management (CRM) system knows everything about customers; a SharePoint solution can master collaboration. By uniting the capabilities of these two platforms, organizations can double... View More

A2iA, an award-winning developer of artificial intelligence and machine-learning based software for the worldwide data capture, document processing, and payment systems markets, announced a partnership... View More

CloudMyBiz, a leader in Salesforce development and implementation, is pleased to announce a new partnership with Ocrolus, an emerging innovator in bank statement review automation. The integration of the... View More

OpenText (NASDAQ: OTEX) (TSX: OTEX), a global leader in Enterprise Information Management (EIM), announced that it has entered into a definitive agreement to acquire Covisint Corporation (NASDAQ: COVS),... View More

ABI Research forecasts enterprise wearable device revenue, such as smartwatches, smart glasses, and wearable scanners, will top US$55 billion in 2022, increasing from US$10.5 billion in 2017. Driving this... View More

Direct Marketing Automation provider Boingnet announced the general availability of its new, patent-pending “Audiences” technology. The announcement came during Boingnet CEO Dennis Kelly’s... View More

You have been trying to get your customers to go paperless for how many years? Getting customers to give up paper has been problematic for many companies for more than a decade. While a few boast paper... View More

Anexinet Corporation, a leading provider of digital, analytics and hybrid IT solutions, announced its Mobile Customer Self-Service (MCSS) development platform. The new offering gives organizations the... View More

I’ve been doing a lot of research lately on the shift to conversational experiences as a way to enhance customer and employee engagement. We are witnessing enterprise communications and collaboration... View More

Resolve Systems, the only enterprise-wide incident response and automation platform for security, IT and network operations announced that it has been acquired by Insight Venture Partners ("Insight"),... View More

In framing one of the key issues during Bill Clinton's 1992 presidential bid, campaign strategist James Carville famously said, "It's the economy, stupid." For document professionals responsible for customer... View More

Since the conclusion of the DOCUMENT Strategy Forum (DSF), which was held May 1-3 in downtown Chicago, we’ve had a chance to review some of the central themes emerging from the conference and our... View More