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
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
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
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
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
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
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
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
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
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
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
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
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
