It’s disheartening—and a regular occurrence—to encounter companies that have invested heavily in sophisticated enterprise content management (ECM) and business process management (BPM)... View More
Several DOCUMENT Strategy articles have chronicled the rise of customer experience (CX) within enterprises over the past year or two, but CX has really moved from theory to practice recently. Many enterprises... View More
There is a lot of ongoing talk about artificial intelligence and machine learning and how it can provide superior results for document processing automation. Terms like “learning” and “training”... View More
Information is indeed the lifeblood of every organization, along with the people who retain and transmit that information. We have established that information is an asset and should be managed as such... View More
It’s in the news: Air bags don’t work, cellphone batteries catch fire, a customer's outrage goes viral on social media, profitability is down, increasing employees' unrest, lawsuits, and regulatory... View More
Recently, the Committee of Sponsoring Organizations of the Treadway Commission (COSO) released its updated enterprise risk management (ERM) framework for public exposure and comment. COSO’s exposure... View More
Since 2009, I’ve conducted an annual survey to understand the impact of digital experience and digital adoption on print. The surveys have evolved over the years, but they always ask a number of... View More
After you have determined that you need a document management system, and developed your basic requirements, how do you locate the right document management system? Of course, a Google search turns up... View More
Ever since the Internet and email became available to consumers, enterprises are expected to provide digital access to business communications, dictated by customer demand. Yet, businesses are also incentivized... View More
Around five years ago, I began to notice a significant gap between how we approach and talk about managing information and the subsequent container of that information—specifically, the communication... View More
It’s not news: Today’s business environment is dominated by digital technology. We use it to create, access, and retrieve records and information. We use it for basic, day-to-day communications,... View More
Every few years, it is important to reevaluate all high-value cost contributors and see if there are opportunities for savings and/or performance improvement. Sometimes, this is dictated by corporate policy... View More
Beyond big data-style business intelligence, content analytics is driving auto-classification, content remediation, security correction, adaptive case management, and process monitoring and modeling. The... View More
Many people in need of something often wish for or ask for that very thing to some other all-powerful entity. While some, of course, will own their “bad luck” in life, they will not take a... View More
With the rapid growth of digital content, ever-changing compliance regulations, evolving rulings on legal e-discovery, and the persistence of a “keep everything” culture, few organizations... View More
Last month, I talked about how using business process management (BPM)/workflow in even the simplest way offers significant governance benefits; workflow doesn’t need to be complex nor difficult... View More
Today, the word "vendor" or "customer" in many companies can still bring up a less than enthusiastic response from internal staff, who are under pressure to work with both of these organizations. With... View More
In my last couple of posts, I’ve talked about the difficulty in moving from thinking about tasks to orchestration and the parallel trials that often prevent ... View More
There are elements of the organization’s information governance program that auditors should pay attention to when testing the efficacy of the program, the information management solution, and the... View More
Organizationally, customer communications can be an overwhelming concept. In many companies, the responsibility spans not only departments but also geographies and regulatory compliance requirements. Yeesh.... View More
