In my last couple of posts, I’ve talked about the difficulty in moving from thinking about tasks to orchestration and the parallel trials that often prevent ... View More
There are elements of the organization’s information governance program that auditors should pay attention to when testing the efficacy of the program, the information management solution, and the... View More
Organizationally, customer communications can be an overwhelming concept. In many companies, the responsibility spans not only departments but also geographies and regulatory compliance requirements. Yeesh.... View More
I recently saw a local news story reporting that Connecticut is running out of landfill space, and disposing of trash is going to cost more. So it seems the days of easy and low-cost trash disposal (at... View More
So, what’s so important about documents versus records in today’s digital enterprises? First, it’s important to understand that documents do not become records until they are declared... View More
Every organization is now a digital business. Its information is an asset and its digital currency. Business leaders responsible for managing enterprise information have to focus on its life cycle, which... View More
Years ago, I learned this saying from a friend in the yachting world, “Everything is possible but nothing is easy.” This is also true in the context of managing critical information. Last month,... View More
When we focus on improving customer engagement and customer experiences, we don’t always have the complete story. Some companies have dozens of channels to manage, including offline, online, and... View More
Today, 69% of businesses use at least one cloud-based application for a variety of business functions, including customer relationship management (CRM), payroll administration, and supply chain management.... View More
I find it interesting that so many organizations using SharePoint have not explored it fully as far as its capabilities. When it comes to following the Microsoft Roadmap, nearly one-third of organizations... View More
Documents, specifically records, do not spring into being for no purpose; they are created in support of business activities. Information governance (IG) is all about keeping track—who, what, when,... View More
Uncertainty tends to lead to indecision—a natural state of affairs when the indices on which a decision could be made are unpredictable. Hurd’s assertion that CEOs are actually primarily focused... View More
It is up to each of us to do our part to enable our company to prosper through these difficult times. It’s time to get back to basics—improving operational efficiencies—and to focus on... View More
A recent "U.S. CEO Outlook" survey by KPMG had a number of interesting and noteworthy findings. Chief among them was the fact that more than two-thirds of the chief executive officers (CEOs) believe that... View More
Organizations of all sizes face tremendous challenges and pressures in providing seamless customer experiences through every channel of the customer’s preference. While engaging customers with relevant... View More
Test data strategy belongs in boardroom discussions, not buried in technical specifications. But here's what actually happens: executives assume IT has it handled, middle managers inherit whatever st
Despite their pivotal role in customer journeys, forms are still viewed by many organizations as operational overhead. In a digital-first era, that outdated view is a hidden drain on revenue and a gro
2026 isn’t a year of incremental improvements in customer communications. It’s the year AI stops assisting and starts acting, and for CCM practitioners
The current state of AI document processing follows a recognizable pattern. An organization crafts a prompt — often quite sophisticated with detailed instructions and examples — passes it to a lar
Here are the top 7 ways a dynamic, custom welcome kit can help you maintain and grow your membership rates, improve engagement and keep your members satisfied
