Business communications and commerce have been dependent, and still are, on the United States Postal Service (USPS), despite the rise of email, e-billing, and portals. In the face of declining mail volumes... View More
I am not sure if it was General Patton, Lee Iacocca, or Thomas Paine, but someone said, “Lead, follow, or get out of the way.” In any case, it’s time for customer experience (CX) thinking.... View More
In the collaboration space, and specifically in the unified communications and collaboration (UCC) market, we get so caught up on our own jargon, technical terms, naming conventions, and identifying categories... View More
One of the big challenges for information governance professionals is getting buy-in from business stakeholders and sponsors for funding projects. Often, there is a perceived poor return on investment... View More
"Friction loses sales, hurts customer service, causes frustration, results in complaints on social media, wastes time and money, and creates problems that shouldn’t have happened in the first place."
For enterprises looking to move to the cloud, or identifying if there is a need to remediate existing deployments, the difference between a successful assessment and an anemic one is the capability of... View More
During a workshop at a large corporation discussing the benefits of electronic document management (EDM), it was interesting to find that there were almost as many concepts of EDM as were people in the... View More
The chances are that if you’re reading this, you’re an experienced professional in your industry, and if you’re not, I’d wager strongly that you are probably are but in denial as... View More
Determining whether to shut down your internal print and mail operation and outsource to a print service provider can be a tough conversation—as opposed to keeping it in-house and potentially making... View More
Last month, I wrote about the need to dedicate resources for enterprise content management (ECM) in order to have a successful program attain rapid time‑to‑value. I wrote about the need for a center of... View More
Last time, I introduced the idea of employing a software as a service (SaaS) customer communications management (CCM) approach to meet the critical customer experience challenges that lie ahead in... View More
Efficient document management is essential in high-volume customer support centers, where handling errors can lead to costly mistakes, compliance risks and dissatisfied customers
Most customers prefer digital communications due to convenience. Digital communications arrive faster, enable interactivity and allow for immediate payment options. However, digital customer communica
As companies grow, processes and systems that operate well at a certain capacity often cannot keep up with larger demand, which inevitably complicates workflows and slows operations
When we look at evolving customer communications, we often focus on improving the experience by adding new delivery channels, improving content by adding color and variable images based on the audienc
In a world where data breaches are a daily reality, safeguarding critical communications — like bills, invoices and healthcare documents — has become paramount. With sensitive personally identifia
