digitization
March 31 2016
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
insurance
March 30 2016
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
paperless2016
March 28 2016
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
ThinkstockPhotos-486595900
March 22 2016
There have been a number of articles on how to win customers, namely, in this unsexy business of electronic document management (EDM) or electronic content management (ECM). It is, indeed, a difficult... View More
workflow
March 17 2016
Ongoing market pressures have companies continuously searching for ways to improve corporate performance. These forces often result in companies having to do more with less. Companies, however, should... View More
agility
March 16 2016
The term “digital transformation” is thrown around a lot by technologists, industry analysts and strategy consultants, so much so that it’s fast becoming ubiquitous. Yet, do we know much... View More
Winning
March 14 2016
While I’m sure I've bored many of you to death in the past about this subject, what can loosely be described as my career has really been a series of lucky accidents. One of those lucky accidents... View More
nativeapps
March 8 2016
Every day, people look at their smartphones more than 150 times on average. We are using smartphones to work; to shop; to take pictures and videos; to interact with our colleagues, friends and family;... View More
csutomerdata
March 2 2016
There are many components to developing a modern, data-driven customer communications strategy, none of which are more challenging than securing full customer data and preferences. The difficulty lies... View More
overclassification
March 1 2016
In an attempt to establish transparency and uniformity throughout a system that some may describe as inefficient, unnecessarily restrictive and unclear, President Obama issued Executive Order 13556, the... View More
  • With millennials set to make up 75% of the global workforce by 2025, we wanted to break down how perspectives are shifting. Here are the four most important takeaways from this year’s survey
  • Customer Experience (CX) is not a new concept. It’s been around long enough for some analysts to predict that Customer Experience is “out” and Customer Effort (CE) is “in” (and both have an
  • Document fraud is an age-old problem that is becoming more complicated as technology becomes more sophisticated
  • Bills, invoices and statements are opened, read and acted upon by nearly everyone. So too are letters and notices — some surveys say up to 99%
  • In today’s fast-paced world, patience is a rare commodity, especially when dealing with the cumbersome task of filling out forms. Whether paper or digital, forms are often seen as necessary evils