You take a deep sigh of relief: You've flipped the switch on your new enterprise content management (ECM) system, and it's finally working. The users have been trained. The workflows have been built. The... View More
Analysts from the leading research firms—who examine the latest use cases for mission-critical customer journeys—are beginning to arrive at the same conclusion: Software products and platforms... View More
A business's records management department can play a key role in advancing the information governance initiative throughout the organization. As a neutral party, they can serve as a liaison for the various... View More
Customers aren’t contacting your support team because they need help. They’re contacting you because your communications are unclear.This hidden problem — known as failure demand — is driving
We have spent more than two decades in customer communications and we have watched every version of the upgrade cycle in customer communications management (CCM).Templates got more sophisticated, comp
The customer starts an address change on mobile, gets halfway through, switches to the website, and is told they are missing a document they already uploaded. They open chat, where the bot confidently
Over the course of my career as a CIO in a highly regulated industry, I have personally overseen millions of dollars in enterprise content management (ECM) investments. Platforms. Migrations. Integrat
