Most conversations about moving customer communications to SaaS start with the platform. The more useful conversation starts with the communications. A migration is one of the few moments when an orga
If you’re staring at a Gantt chart that’s slipped three quarters, a budget that’s doubled, or a migration that looked simple in the demo and turned into a two-year saga, take a breath.... View More
Making Every Customer Message MatterIn financial services, communication is often treated as a necessary obligation. A policy document must be delivered, an account statement must be sent, a claim let
Enterprise communications have long been framed as a debate between physical and digital delivery. Organizations pursuing cost savings often viewed digital transformation as a pathway to reducing or e
As an avid movie goer, I regularly visit my local cinema for the latest release, blockbusters, or smaller independent films. Recently it occurred to me that my ticket purchase behavior had narrowed to
Every year, somewhere in your organization, a contract comes up for renewal. Your team prepares. They benchmark pricing, sketch out alternatives on paper and walk into the negotiation expecting a reas
A customer communication is rarely just a document. It is a claim being paid, a benefit being explained, a disclosure that has to be exactly right. It is the moment a person decides whether the organi
How might highly regulated organizations maintain a competitive edge while balancing rising customer expectations with strict adherence to regulatory requirements?... View More
There is a conversation happening in boardrooms and compliance offices across financial services, insurance, healthcare and utilities that tends to start with regulation and end with obligation. Organ
Artificial intelligence has transitioned from being a promising innovation to a fundamental business capability across a wide range of industries... 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 —... View More
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
Today, nearly 50% of organizations list cloud migration as their top transformation initiative. Customer communications management (CCM) frequently sits at the center of that priority and the reason i
Customer experience (CX) has become a defining measure of success across industries, and insurance is no exception. Today, loyalty and brand affinity are shaped not just by price alone, ... View More
For more than a decade, personalization has been the dominant narrative in customer experience. Organizations invested heavily in understanding their customers. They built data lakes. They deployed an
