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This article appears in the Fall 2017 digital issue of DOCUMENT Strategy. Subscribe.There is a new specification on the block for managing electronic records. In August, the National Archives and... View More

The General Data Protection Regulation (GDPR) represents possibly the most sweeping change to data protection laws in over 20 years. When it goes into effect on May 25, 2018, the new regulation will impact... View More

Much has been written about renaming and recategorizing technologies in the enterprise content management (ECM) space, and it is true that traditional ECM solutions have developed into application suites,... View More

Even after all these years, organizations still lack a consistent focus on improving employee experiences and engagement. Given that this is directly tied to customer experiences, it should be a no brainer... View More

We have all been busy over the last few years improving design, simplifying content, and setting standards to make it easier for customers to understand the business correspondence that they receive. Across... View More

Having a reliable and accurate enterprise search strategy within your organization boosts productivity internally and improves customer satisfaction externally. Both of these benefits come from providing... View More

So, what’s new at the US Postal Service (USPS)? The short answer: growth in meeting parcel volume due to e-commerce and Informed Delivery. Advertising mail is still strong, but First-Class Mail continues... View More

For the past several years, we dedicate our publication's Fall issue to the topic of information management. This is because we understand that information is a critical asset in delivering intelligent,... View More

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