Many of the 2015 articles about customer communications focused on the benefits of thinking about customer experience. In 2016, information technology (IT) project owners will be moving customer experience... View More
Just look at the news and you see reports of data breaches, ranging from retail stores to major corporations and, yes, even government agencies. The type of information that is personally identifiable... View More
We’ve all heard about the paperless office, and now we’re hearing about a cashless society. The concept of a paperless office has been around for as long as I can remember. An early prediction... View More
The state of collaboration has forever been changed—no longer is the technology provider determining what capabilities people need. People are determining this for themselves, dictating what capabilities... View More
Many areas of research that we conduct within our business applications practice at 451 Research are becoming predicated upon data-driven principles, from managing advertising spend, matching consumers... View More
In today’s world, documents, whether paper or electronic, must be routed through an organization to trigger action. Although email is perceived to be superior to paper, it has caused significant... View More
A very dear Singaporean friend of mine taught me Wayne Gretzky’s saying, "A good hockey player plays where the puck is. A great hockey player plays where the puck is going to be." This is great food... View More
The phrases “digitizing your business” and “digital business” are becoming increasingly common, but they are admittedly a bit broad. What does a digital business even look like,... View More
Back in the late 1990s, creating a “document strategy” was all the craze. Organizations began to realize that they had to get control of their company’s document creation and output.... View More
Last month, I discussed the general parameters of a shared drive cleanup (remediation) and some of the problem areas you may face. This month, I’ll walk through a typical remediation decision tree... View More
Managed print services (MPS) have seen steady growth, becoming a standard best practice among information technology (IT) decision makers to support their print fleets, but a recent study reveals rising... View More
During the advent of the modern information technology age, Microsoft Outlook was the top communications tool. It organized everything from emails, contacts and calendars to managing our daily lives by... View More
From personalization to multichannel, to what is today omnichannel, we have been talking for many years about the best way to communicate with customers. With all that has been studied, written and discussed... View More
Sometimes a picture really is better than words. A recent issue of Barron’s magazine featured a cartoon about the absurdity of usernames and passwords today. The cartoon displays two people sitting... View More
As I returned home from what was my last business trip of 2015, I was thinking about the year that passed. It was an incredible year for customer communications, and I was able to connect with communication... View More
In today’s ever-changing market, some previous best practices for document management are now obsolete while others are emerging as the new normal. From testing disaster recovery plans to rethinking... View More
Well, another year has passed. For some, it was too quick, and for others, not soon enough. As we prepare for 2016, it is a good time to start, or increase, our way of thinking multidimensionally. This... View More
The inexorable march toward customer experience and engagement strategies sweeping though organizations of all industries is changing the way we think and operate as businesses. Gartner predicts, “By... View More
This past May, I had the privilege of attending the 2015 DOCUMENT Strategy Forum. As always, the event provided excellent insight on the future of documents and communications. However, as I sat in on... View More
Today’s organizations continue to face challenges in managing customer communications. From maintaining compliance and regulatory changes to making communications more personalized, relevant and... View More