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In this installment, Ernie Crawford of Crawford Technologies answers questions about industry trends in the current climate... View More

As of April 9, 2020, more than 17 million Americans filed for unemployment benefits in a four-week span as a result of the unprecedented COVID-19 pandemic. In addition, small business loans and mortga

One of the hottest buzzwords in business circles nowadays is robotic process automation (RPA)... View More

For all the focus on data and its critical role in gaining a competitive edge, most organizations today still struggle to access and use it at scale... View More

Changing regulations are an ever-increasing challenge for financial services organizations. In fact, regulatory changes are now happening at a rate that is three times what it was in 2011... View More

There is an expression, “The only constant is change.” That certainly appears to be true in 2020, and especially so for communicators in almost every industry... View More

One might think that digital advances in technology have made it easy to push a button at one end of a customer communications management (CCM) system to create thousands of invoices, statements... View More

Many reading this joined our industry when multichannel meant producing both print and putting PDFs on the web. We all had a lot of fun making communications look better. We added color... View More

There is a growing discussion among business organizations, regarding the challenge of defending information practices, emphasizing the need for updated governance and process documentation, stakehold

Despite the hard work toward achieving the goal of omnichannel communications, many enterprises continue to have difficulties bringing a true omnichannel communication strategy... View More

Technology continues to change our world at an unprecedented rate. Artificial intelligence (AI) and machine learning (ML) are already transforming our lives and the way we work in significant... View More

Studies we have conducted, as independent consultants, of thousands of enterprise and departmental processes find that 5% to 30%+ of the work performed is manual, duplicative, and unnecessary... View More

There’s a rumor that a new channel is on its way and it will likely spawn several prominent new social networks, interaction types and other innovations. Will your company and your team be rea... View More

The convergence of artificial intelligence (AI) and machine learning technology with customer communications management (CCM) systems has reached a decisive tipping point... View More

In 2019, news about the latest acquisitions, continued market consolidation, and maturing technology capabilities (like robotic process automation, artificial intelligence, cloud, and intelligent automation)... View More

2019 was a year in which we saw robotic process automation, artificial intelligence (AI), low-code architectures, and conversational interfaces firmly take root within the enterprise. Leaders moved from... View More

While understanding the five stages of the electronic document life cycle is vital, creating governance policies and practices are just as important to ensure consistency, security, findability, and defensibility... View More

Throughout the history of image management, enterprise content management (ECM), and now ... View More

Privacy management can be a massive elephant in the room when it comes to customer experience. Consumer tech companies, such as Amazon and Netflix, have elevated customer experience expectations to the... View More

Robotic process automation (RPA) is Dilbert’s dream come true. As a cubicle dweller, imagine having your own personal digital assistant that takes care of the repetitive and boring bits of your job.... View More