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
At this year’s DOCUMENT Strategy Forum (DSF), which took place May 1-3 in downtown Chicago, there was a notable theme—the emerging trends disrupting the status quo at many organizations. Every... View More
A wise man once said, "The greatest enemy of knowledge is not ignorance; it is the illusion of knowledge." I routinely lead seminars, give keynote speeches, and even oversee project management within the... View More
A few months ago, I wrote about the future disruptors to enterprise content management (ECM), and while the cloud played prominently, my predictions primarily focused on infrastructure as a service (IaaS)—particularly... View More
April was a busy month for content and workflow technology vendors, with new partnerships, product redesigns, new integration, and, possibly, new ownership. Today, we review a few interesting developments
For the past six or seven years, there has been much talk about digital mailboxes but few published examples of enterprises using them. During a recent request for proposal (RFP) process, three of the... View More
According to Gartner’s 2016 Magic Quadrant for Enterprise Content Management, “By 2018, 20% of all business content will be authored by machines.” Reaching that 20% won’t be hard.... View More
We hear a lot these days about the “digital transformation” of business processes and the need to eliminate paper, to automate as much as possible, and to focus on business insight and customer... View More
It doesn’t really matter what industry you are in—as a document professional, you continue to see new challenges that seem to crop up every day. If you are responsible for producing documents... View More
Focusing on customer experience (CX) has become the new normal for customer communication-intensive enterprises, such as banks, insurance providers, utilities, and others. This pivot toward improving CX... View More
There are many changes in the customer communications marketplace today. As a result, many are left with some big questions: What trends will affect organizations most significantly? What are the capabilities... View More
Cybersecurity is a strategic priority for most organizations. With recent high-profile breach incidents, including Home Depot, Target, and Sony, many companies are asking themselves, “Will I be next?”... View More
Marketing is becoming more complex with an increasing number of channels, varied experiences, and immense volumes of data. In response, a strategy that organizations have adopted is to develop customer... View More
Individuals and organizations alike are experiencing one of the paradoxes of the information age: As we gain access to more and more data, it is becoming harder to find the information we need. Metaphorically... View More
