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Caught in the wake of customer experience (CX) giants like Amazon, Zappos, and Apple, companies in every industry, including heavily regulated ones, are recognizing that CX is becoming a more important... View More

The current approach to cybersecurity is retroactive. Many organizations naïvely believe they aren’t targets and that investing in cybersecurity is futile. With cyber attacks becoming more prominent,... View More

Recent research by Forrester examined the impact that clear communications had on customer experience (CX) scores for organizations in a number of industries. It may come as no surprise that the results... View More

Last month, we released the sixth edition of our "Customer Communications Management (CCM) Solutions Market Study." When reading the report, you may notice a common theme, which can be summarized in a... View More

Successful companies have a customer-centric view, providing a rich experience at every interaction. However, a lot of organizations fail to deliver an excellent, consistent customer experience (CX) because... View More

This past week, customer communications management (CCM) powerhouse GMC Software announced its integration into a new division of parent company Neopost, operating under the name of Quadient... View More

Elegance is something that can be used as a rule of thumb to evaluate the quality of a product or service. Usually, an effective product or service is elegant, though not all elegant products or services... View More

What’s in your password? Well, pretty soon, it might be your face. Passwords have always been a problem. They are necessary for account security but difficult to remember. Making matters worse, every... View More

Data, data mining, and big data are topics that regularly appear in many newspapers, business magazines, or e-newsletters today—and all of this coverage is not lost on corporations, businesses, and... View More

If you regularly follow our publication, then you know we’ve been covering the dynamic shifts within the customer communications management (CCM) market. More often than not, the conversation... View More

Previously, we looked at the path to document accessibility and the importance of the ... View More

In part one of my series on managed service providers (MSPs), I explained what a managed service is, why you may consider managed services for your enterprise content management (ECM) project, possible... View More

Over the past year, I’ve been lucky enough to be invited to several leadership discussions about customer experience (CX) programs at some major banks, insurers, and service providers. Once a CX... View More

There is a lot of noise today about information governance (IG). I say noise because, at times, that is what it sounds like—lots of folks talking about IG this and IG that and lots of executives... View More

Every December, we feature the 10 most popular articles on our site as a retrospective look at the topics and market trends that inspired us, challenged our established views, and pushed us to think outside... View More

As the demands for document processing become increasingly sophisticated and new automation technologies are made available, industry leaders are faced with a startling array of management challenges.... View More

Fundamentally, blockchain will revolutionize trust, moving the needle away from fear, uncertainty, and doubt (FUD) and toward simpler, more trustworthy transactions. Assaults on our willingness to trust... View More

The change in the enterprise content management (ECM) market is a reality. In fact, it’s been happening for some time. ECM has become a service. New vendor landscapes have emerged to support documents... View More

Let’s go back to the basics, since there is a high level of confusion around the concepts of information management, namely, the eternal relationship between data, information, and knowledge. Before... View More

In light of the recent focus on customer experience (CX) and customer journey mapping, enterprise leaders in sales and marketing have to refocus their strategies around multiple customer journeys and across... View More