Business communications and commerce have been dependent, and still are, on the United States Postal Service (USPS), despite the rise of email, e-billing, and portals. In the face of declining mail volumes... View More
I am not sure if it was General Patton, Lee Iacocca, or Thomas Paine, but someone said, “Lead, follow, or get out of the way.” In any case, it’s time for customer experience (CX) thinking.... View More
In the collaboration space, and specifically in the unified communications and collaboration (UCC) market, we get so caught up on our own jargon, technical terms, naming conventions, and identifying categories... View More
One of the big challenges for information governance professionals is getting buy-in from business stakeholders and sponsors for funding projects. Often, there is a perceived poor return on investment... View More
"Friction loses sales, hurts customer service, causes frustration, results in complaints on social media, wastes time and money, and creates problems that shouldn’t have happened in the first place."
For enterprises looking to move to the cloud, or identifying if there is a need to remediate existing deployments, the difference between a successful assessment and an anemic one is the capability of... View More
During a workshop at a large corporation discussing the benefits of electronic document management (EDM), it was interesting to find that there were almost as many concepts of EDM as were people in the... View More
The chances are that if you’re reading this, you’re an experienced professional in your industry, and if you’re not, I’d wager strongly that you are probably are but in denial as... View More
Determining whether to shut down your internal print and mail operation and outsource to a print service provider can be a tough conversation—as opposed to keeping it in-house and potentially making... View More
Last month, I wrote about the need to dedicate resources for enterprise content management (ECM) in order to have a successful program attain rapid time‑to‑value. I wrote about the need for a center of... View More
Last time, I introduced the idea of employing a software as a service (SaaS) customer communications management (CCM) approach to meet the critical customer experience challenges that lie ahead in... View More
There are an ever-expanding number of ways to pay your bills. On a personal level, most of us attempt to use our credit cards (either to get cash back or earn points) or pay via online banking (to speedily... View More
Are you in the cloud? Are you going to the cloud? Moving electronic content and its management to the cloud drives great benefits in terms of reducing information technology (IT) storage costs and support... View More
Maturity models are not new, and chances are you or your organization has utilized a maturity model in the past. A maturity model enables an organization to assess its methods and processes according... View More
Electronic document management (EDM) in government is a very interesting issue that takes up a lot of meetings, though difficult to get the most use out of them. It is a slippery road for those who are... View More
Once upon a time, healthcare payer communications with its members was transaction-oriented and compliance-driven. Today, as the healthcare payer landscape embraces personalized communications technologies... View More
Since the advent of document imaging, the question around paper use and the challenge of paper reduction remain persistent. Organizations are willing to accept that paper-clogged processes impede their... View More
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
