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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

Digital transformation has seized the imagination of virtually every C-suite. It promises to radically enhance customer engagement and loyalty across all business functions while improving competitiveness,... View More

Robotic process automation (RPA) is a hot topic, and for good reason: It offers a way to mimic and eliminate the manual steps required by humans when performing repetitive tasks. However, it’s not... View More

Is the idea behind "big data" really just hype? While there is an enormous amount of data available, it first needs to be understood before it can be useful. Data doesn't necessarily translate into information... View More

Today, we’ve arrived at a crossroads when it comes to our automation strategies. The benefits are clear: Optimizing business operations improves process efficiency, collaboration across the enterprise,... 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

Organizations have more opportunities than ever before to improve their business processes—or totally rethink them. Robotic process automation (RPA) and ... View More

Before you can hire the right document management consultant, you first need to gain an understanding of your business and the information technology (IT) infrastructure within it. A few years ago, I wrote... View More

Customer communications management (CCM) systems are complicated to implement and maintain for a variety of reasons, but one of the most powerful external forces that adds complexity to these applications... View More

Establishing a collaborative information governance committee is vital to sustaining a records and information management (RIM) program. In the past, organizations often formed an oversight committee to... View More

As voice-enabled devices (like Alexa, Google Home, or Siri) continue to penetrate more and more households, there are tremendous opportunities for businesses to use these capabilities to better serve their... View More

In information technology (IT) departments around the world, discussions around cloud migration and data privacy dominate the conversation. Consumers expect... View More

As we bring our document applications into the omni-channel era, it’s critical to understand several important questions before starting any major redesign of your customer communications... View More

Customer communications have transformed into conversations. This is because outbound marketing monologues are being replaced by customer-initiated dialogues. For brands, this means taking another look... View More

To manage your organization's records, there are a couple of different models at either extreme: from a fully centralized records and information management (RIM) program to a decentralized approach, to... View More

What has the biggest impact on the success of a customer communications management (CCM) project: people, process, or technology? The reality is that it takes a champion within the organization who can... View More

At the very heart of all the buzz surrounding “big data” and artificial intelligence (AI) lies a universal truth: Information is the critical asset of every organization. Information flows... View More

Cleaning up your shared network drives and other unstructured data stores continues to be a major challenge for many organizations. This reinforces the fact that any remediation effort requires resources... View More

To keep up with evolving customer needs and the necessary infrastructure required to orchestrate seamless customer experiences, organizations continue to invest heavily in the technologies... View More