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
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 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
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
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
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
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
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
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
You have been trying to get your customers to go paperless for how many years? Getting customers to give up paper has been problematic for many companies for more than a decade. While a few boast paper... View More
I’ve been doing a lot of research lately on the shift to conversational experiences as a way to enhance customer and employee engagement. We are witnessing enterprise communications and collaboration... View More
In framing one of the key issues during Bill Clinton's 1992 presidential bid, campaign strategist James Carville famously said, "It's the economy, stupid." For document professionals responsible for customer... View More
Since the conclusion of the DOCUMENT Strategy Forum (DSF), which was held May 1-3 in downtown Chicago, we’ve had a chance to review some of the central themes emerging from the conference and our... View More
It is about time we admit that a single repository for all documents within an enterprise will not be an achievable goal, at least for now. For 17 years, enterprise content management (ECM) and document... View More
Content is so important that it could potentially stop your processes and freeze the business in its tracks. That’s right. I said it. In a recent AIIM Industry Watch report titled “2017 State... View More
Approximately, five years ago, there was an explosion of research, articles, blogs, and other commentary on the topic of customer experience (CX). Working for a customer communications management (CCM)... View More
