World Wide Web
July 31 2017
Last month, we took a brief look at some of the accessibility laws in the US, Canada, and other jurisdictions that have implications for the customer communications you provide to the public. If your organization... View More
Managed Servcies Are Key
July 28 2017
The new enterprise content management (ECM) system has been implemented, users trained, documents migrated, and everyone is happily working. Three months later, the human resources (HR) department needs... View More
Accurate Journey Maps
July 27 2017
There are many ways to observe and record customer journeys—some are right, and some are ultimately incorrect. There is a place for both data and passion in any successful customer journey mapping... View More
Information Security Talk
July 25 2017
Many businesses look at information security from the perspective of locking down devices and repositories, trying to control access, and even preventing technology use out of fear that something might... View More
Technology Is Changing CCM
July 24 2017
If you're a buyer or seller of customer communications management (CCM) solutions, you're living in a great time—a time of great opportunity to radically improve communication processes, communication... View More
Outside-In
July 19 2017
The plague of locusts, partisan bickering, and customer communications management (CCM): Do you see a link? Maybe not at first, but after being in the industry for as long as I have, I sure do. Each cause... View More
Managing Documents
July 18 2017
There’s a lot of talk about the change in enterprise content management (ECM). There’s change in the name of ECM: One camp wants to call it “Content Services” and another “Intelligent... View More
WannaCry
July 17 2017
If you were one of the 300,000 companies across 150 countries that got hit with the WannaCry ransomware attack, well, the name is very appropriate. Designed to encrypt all the data files on the infected... View More
830x539_Stephan
July 11 2017
Experts anticipate the amount of data collected globally to break the 40-zettabyte mark by the year 2020 at the latest. That is about five times the number of grains of sand on the planet—an impressive... View More
830x539_Joao
July 11 2017
There have been several very interesting articles published in this magazine concerning digital transformation (DX). I must confess that the more time I devote to the basic concept of digital transformation,... View More
830x539_Allison
July 11 2017
Every year, hundreds of customer communications and information management leaders gather at DOCUMENT Strategy Forum (DSF) to discuss the state of their document strategies. Due to complexity, organizational... View More
Blockchain
June 30 2017
By now, you’ve probably heard some rumblings about blockchain—the shared ledger concept that underlies bitcoin—and how it’s going to change the world. You may have even read an... View More
Path to Accessbility
June 28 2017
In many cases, the laws related to accessibility have important implications for the customer communications you provide to the public. Consumers routinely get credit card statements, insurance policy... View More
Text Analytics
June 27 2017
Text analytics is a rather new concept in enterprise content management (ECM) and document management. Many organizations are using automatic categorization or classification of content, but this is only... View More
Digitalization and Workflow
June 26 2017
Today, there is a growing expectation for almost all workflow tasks to be digitized in some way. It feels jarring to many customers when they are required to use paper-based processes, make an in-person... View More
Reality Check - Data Loss
June 21 2017
Every day, we are hit with more news alerts about data breaches, systems being hacked, and all kinds of implications that the weakest link in the information ecosystem is the technology. Yet, for many... View More
2
June 20 2017
For the past 24 years, this publication has cultivated an editorial platform based on a simple mission: We focus on the overall strategy, not just a part of the process. While simple in its brevity, we... View More
Toucpoint Management
June 14 2017
As a customer-centric business, decisions should always be made based on the benefits for customers. This requires a precise understanding of the customer experience at various interaction touchpoints... View More
Communication Trends for 2018
June 13 2017
Earlier in the year, I wrote about the top communication trends for 2017. It might seem early to be thinking about 2018, but talking about next year's trends gives us a chance to take control of our future.... View More
CXM and SharePoint
June 12 2017
A customer relationship management (CRM) system knows everything about customers; a SharePoint solution can master collaboration. By uniting the capabilities of these two platforms, organizations can double... View More