Last time, I introduced the idea of employing a software as a service (SaaS) customer communications management (CCM) approach to meet the critical customer experience challenges that lie ahead in... View More

There are an ever-expanding number of ways to pay your bills. On a personal level, most of us attempt to use our credit cards (either to get cash back or earn points) or pay via online banking (to speedily... View More

The DOCUMENT Strategy Forum (DSF) is pleased to announce it will kick off its 2017 Conference with a Breakfast Keynote, featuring Forrester Vice President and Principal Analyst Craig Le Clair, titled,... View More

Are you in the cloud? Are you going to the cloud? Moving electronic content and its management to the cloud drives great benefits in terms of reducing information technology (IT) storage costs and support... 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

Electronic document management (EDM) in government is a very interesting issue that takes up a lot of meetings, though difficult to get the most use out of them. It is a slippery road for those who are... View More

Once upon a time, healthcare payer communications with its members was transaction-oriented and compliance-driven. Today, as the healthcare payer landscape embraces personalized communications technologies... View More

Since the advent of document imaging, the question around paper use and the challenge of paper reduction remain persistent. Organizations are willing to accept that paper-clogged processes impede their... View More

It’s disheartening—and a regular occurrence—to encounter companies that have invested heavily in sophisticated enterprise content management (ECM) and business process management (BPM)... 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

The DOCUMENT Strategy Forum (DSF) is excited to announce that its 2017 Conference will be held on May 1-3 at the Downtown Marriott on the Magnificent Mile in the heart of Chicago. DSF ’17 is the... View More

There is a lot of ongoing talk about artificial intelligence and machine learning and how it can provide superior results for document processing automation. Terms like “learning” and “training”... View More

Information is indeed the lifeblood of every organization, along with the people who retain and transmit that information. We have established that information is an asset and should be managed as such... View More

It’s in the news: Air bags don’t work, cellphone batteries catch fire, a customer's outrage goes viral on social media, profitability is down, increasing employees' unrest, lawsuits, and regulatory... View More

OpenText (NASDAQ: OTEX, TSX: OTC), a global leader in Enterprise Information Management (EIM), announced the latest version of OpenText Exstream. The new release offers the fastest, most reliable communications... View More

Recently, the Committee of Sponsoring Organizations of the Treadway Commission (COSO) released its updated enterprise risk management (ERM) framework for public exposure and comment. COSO’s exposure... View More

Since 2009, I’ve conducted an annual survey to understand the impact of digital experience and digital adoption on print. The surveys have evolved over the years, but they always ask a number of... View More

After you have determined that you need a document management system, and developed your basic requirements, how do you locate the right document management system? Of course, a Google search turns up... View More

Ever since the Internet and email became available to consumers, enterprises are expected to provide digital access to business communications, dictated by customer demand. Yet, businesses are also incentivized... View More

Around five years ago, I began to notice a significant gap between how we approach and talk about managing information and the subsequent container of that information—specifically, the communication... View More