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
In 2026, many organizations are still trying to meet modern expectations with yesterday's siloed content operating model. Until that changes, the gap between what customers expect and what organizations... View More
Test data strategy belongs in boardroom discussions, not buried in technical specifications. But here's what actually happens: executives assume IT has it handled, middle managers inherit whatever st... View More
Despite their pivotal role in customer journeys, forms are still viewed by many organizations as operational overhead. In a digital-first era, that outdated view is a hidden drain on revenue and a gro
2026 isn’t a year of incremental improvements in customer communications. It’s the year AI stops assisting and starts acting, and for CCM practitioners... View More
The current state of AI document processing follows a recognizable pattern. An organization crafts a prompt — often quite sophisticated with detailed instructions and examples — passes it to... View More
Here are the top 7 ways a dynamic, custom welcome kit can help you maintain and grow your membership rates, improve engagement and keep your members satisfied... View More
In this volatile market, business leaders are tasked with ensuring business growth, fostering worker satisfaction, and implementing innovations that advance their position in the marketplace... View More
The key question millennials are asking about their relation with their banks is this: Does my bank know me? In other words, is it addressing all my wants and needs as well as providing service so per
Mergers and acquisitions have been the cornerstone of business growth for many industries over the past decade. Considered one of the fastest ways to grow business, increase a talent pool and improve... View More
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
