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Digital transformation has been a popular term for quite a few years now. It sounds great, but most digital transformation projects suffer from “Goldilocks Syndrome.” They are too big or too... View More

The customer communications market has evolved over the past three decades. Today’s customers expect instant, personalized and seamless experiences across all channels. Artificial intelligence (AI

As technology accelerates and customers adopt their own AI assistants, the old model of static, one-way communication is starting to look a lot like sending a fax in the age of TikTok... View More

IDP, an AI-powered technology that reads documents and extracts meaning, has quickly become the advanced successor to traditional document extraction tools such as OCR... View More

The modern workplace is being redefined by generative AI. Tools such as Microsoft 365 Copilot, ChatGPT, Claude and Perplexity are no longer experimental novelties, they are everyday assistants shaping

The future of customer experience will be defined not by any single system, but by the interoperability between them... View More

Enterprise software has aimed to remove friction, reduce reliance on technical resources and put more control in the hands of the teams who understand the task at hand... View More

AI has dominated headlines for the past few years in the regulated communications space, and in many ways, deservedly so. It can automate processes, personalize at scale and accelerate the production... View More

Every message, whether a whispered story, a corporate statement or a customer email, is both risk and opportunity... View More

Robotic Process Automation (RPA) has long been recognized as a tool that clicks buttons faster than humans, excelling at repetitive tasks like moving files or exporting reports... View More

For decades, customer communications management (CCM) has focused on outbound engagement, such as statements, explanations of benefits (EOBs) and annual notifications of changes (ANOCs), delivered in... View More

Economic pressures, regulatory shifts and evolving consumer expectations are converging to create a complex environment for health insurers. Amid this turbulence, many payers are hesitant to invest in

How much do I owe?  How do I pay? Where’s my bill? Are any of your customers asking these questions? If so, it might be time to rethink your utility bills. ... View More

If there’s one thing we’ve learned after decades in customer communications, it’s this: notifications are never “just notifications.”... View More

When I think about how far customer communications have evolved, it’s clear that we’ve entered a new era, one where the regulated document is moving from being an artifact of a transaction

Resistance to change is a familiar challenge in any transformation initiative, but it becomes especially entrenched in document-heavy environments. These are the systems and workflows that have been b

For many large, regulated organizations, customer communications management (CCM) systems have quietly become one of the most expensive and limiting parts of the technology stack. According to Aspire... View More

Before we discuss the act of creating effective and personalized customer journeys, it is important to be reminded that the term “customer journey” tells us it’s the customer’s... View More

For many organizations, the process of preparing and submitting SEC filings remains a fragmented, error-prone endeavor... View More

Customer Communications Management (CCM) is in serious need of transformation. Today’s customers expect more than basic personalization — they demand relevance, empathy and immediate access... View More