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
As we stand at the forefront of a rapidly changing digital landscape, customer communications management (CCM) is facing a critical inflection point. The way businesses communicate with their customer
It's no secret that, despite the ongoing quest for digital transformation, many businesses are stuck in the old ways of using fillable PDFs and paper forms to capture information. The first thing tha
A Governance Policy Checklist for managing structured, dark, unstructured and semi-structured data is vital for organizations aiming to optimize operational efficiency, ensure compliance and enhance s
While we've explored how sophisticated technical strategies can enhance AI performance, it's now time to address the user-centric challenges that often determine the success or failure of these interactions
Ensuring document accessibility is essential for universal information access, catering to individuals who are blind, partially sighted or have cognitive impairments. Compliant, accessible document de
