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
In 2013, the National Archives and Records Administration (NARA) issued guidance to federal agencies for a simplified approach to managing email, known as the “Capstone” approach. The intent... View More
Digital transformation has moved up in the list of enterprise priorities for good reason, but getting beyond the standard pundit exhortations to go “digital first” means answering a practical... View More
As I mentioned last time, the increasingly complex and evolving regulatory landscape is pressuring chief executive officers (CEOs) to increase the scrutiny on their own compliance and risk management strategies.... View More
One of the most vexing problems facing organizations today lies in the digital landfill known as “shared drives” (aka network drives or file shares). As an information governance consultancy,... View More
Printing costs, while seemingly insignificant, can create detrimental financial impact on an organization over time. According to our research, the average cost of a company’s printing operations... View More
As we enter the final stages of 2015, I reflect upon what has been happening in the collaboration space. We’ve seen the emergence of mobile collaboration and its impact on how people work. The workforce... View More
I recently read an opinion piece in Advertising Age, written by Bank of America Marketing Executive Meredith Verdone, that points out millennials (ages 18 to 35 years)—more than 75 million strong—will
The next big thing in customer communications might well be personalized video. While the idea of videos that deliver content relevant to each customer’s situation and needs isn’t new, so far,... View More
As the concept of customer experience management (CEM) appears as a way to improve customer experience (CX), many enterprises are undergoing exercises in customer journey mapping. These sessions can involve... View More
Much has been written about the importance of securing data in the enterprise. Organizations have implemented policies and have spent untold millions of dollars to ensure the security and privacy of sensitive... View More
So, why the need for the whole cookie/biscuit conundrum clarification? It’s because I’ve been playing with how to best explain the concept of the flattening organization through a quick, visually... View More
