The title of this article is a rework of a quote from noted astrophysicist and author Neil deGrasse Tyson, PhD, who said, “The universe is under no obligation to make sense to you.” This same... View More
According to PwC, nearly 40% of businesses report that the greatest barrier to launching green initiatives is getting the funding. A lack of budget should not be a hindrance. There are a few eco-friendly... View More
As a technology industry analyst, I cut my teeth and traditionally wrote on technology issues. I’ve covered workplace collaboration for years and can geek out with the best of them. However, the... View More
In today's business environment, everyone's talking about "digital strategy," "digital agility" and “digital transformation," but what does it all mean? You know you need it, but until you understand... View More
According to the American Management Association, a great appeal of customer-centricity is that it takes very little business acumen to grasp its core concept: Focus intensely on customers, aligning your... View More
We are amidst a time of extraordinary change and faced with very real challenges as “customer-centricity” and disruptive digital technologies rewrite the rules as we know them. Time and time... View More
In his famous management book first published in 1954, The Practice of Management, Peter F. Drucker stated, “The goal of a business is to create and keep customers.” Today, more than 60 years... View More
Many enterprises, particularly those operating in regulated industries, have long-established customer communications teams and well-defined processes in place to ensure smooth delivery of critical communications.... View More
While the notion of “digital transformation” is not new, it is still misunderstood. Part of the problem is that there’s no universal definition. When you hear the phrase, it could be... View More
The unrelenting requirement to increase revenues, reduce costs, secure corporate assets and innovate is prompting organizations across all industries to identify areas that are ripe for digital transformation.... View More
I have a great deal of experience with organizations that place their bets on technology at the cost of the organization, or others place their bets on technology and the organization at the cost of the... View More
When we think of rolling out information management solutions, what is the single biggest risk factor for success of the project? The answer is the adoption of the new solution by the people. Why is this?... View More
There are many valid reasons why enterprises choose to outsource their document production to a third-party service provider. First, and most important, it provides companies with more time to focus on... View More
I recently wrote an article titled “Digital Transformation Means Change.” Perhaps this is a simplistic distillation of the obvious, but for many of you, how you define what this change means... View More
In a sweeping generalization, which I will subsequently withdraw from the table, I'll state that there are only two types of people: those who walk into a room confident they are the cleverest person there... View More
I recently read a provocative article by Tom Monahan in Fortune magazine called “Revving Up Your Corporate RPMs.” What struck me was his conclusion that rather than speeding up, business is... View More
We have written about the fundamental changes sweeping across the customer communications management function for the last several years. Customer experience and the way we engage our customers has challenged... View More
Back in the 1990s, large-scale digitization projects were common so that organizations could work in a fully digital environment, eliminate file cabinets, reduce risk of loss or misfiling and consolidate... View More
You do not have to search hard to find recent examples of insurance companies announcing a focus on customer experience. For example, the major US health insurer, Aetna, recently opened two in-house multicultural... View More
The mantra of our industry has long been one of "being paper-free." This is not new; we have been chanting this since the early days of document imaging. Overcoming the differences between acceptance of... View More
