CX Makeover
March 1 2018
In the first quarter of the year, we are still powered by some of the resolutions we set for the new year, which certainly includes our work in improving our communications to enhance the customer experience... View More
Content Services - What Is It and Does It Matter
Feb. 27 2018
Just over a year ago, Gartner published a highly provocative blog post claiming that "ECM is now dead (kaput, finite, an ex-market name)." They proposed that we all use the new term "content services"... View More
Ike Kavas
Feb. 26 2018
Ike Kavas, who recently took over the helm of the company that he founded seven years ago, is on a mission to drive innovation in a space where it's badly needed—the document capture software market.... View More
Drive Digital Transformation by Transforming Conte
Feb. 28 2017
IDC defines digital transformation (DX) as the use of "3rd Platform" technologies (cloud, mobility, data analytics, and social business) to create value and competitive advantage through new offerings,... View More
What Are the Real ECM Benefits? Measuring Savings
Feb. 27 2017
A lot has been written about the benefits of enterprise content management (ECM). Although most of what I read is correct, it usually only shows a part of the whole subject. So, I wanted to clarify the... View More
The Enterprise Chatbot - DOCUMENT Strategy
Feb. 23 2017
There is a crisis in enterprise communications and collaboration—due in large part to the overwhelming technology and application silos that cause a lot of user complexity and confusion. Enterprise... View More
ECM or Content Services? - DOCUMENT Strategy
Feb. 22 2017
There has been some grumbling in the enterprise content management (ECM) space in recent days. It started with a quiet announcement on Gartner’s blog stating, “ECM is now dead (kaput, finite,... View More
Go With the Flow - DOCUMENT Strategy
Feb. 20 2017
When I talk with folks about workflow issues, the focus of discussion typically turns to technology or the potential use of it. Until we understand the underlying reasons for the issue, technology alone... View More
The Data Problem- Executing a Real-Time CCM Strate
Feb. 16 2017
It should come as no surprise that data is a critical component in customer communications management (CCM). Given the amount of time consumers spend on computers and smartphones, personal data is collected... View More
Ask These 3 Questions to Drive Enterprise Producti
Feb. 15 2017
A new year brings new resolutions. While digital transformation has been a buzzword for many years, this year, organizations must truly turn their attention to digitization, because consumers will no longer... View More
ECM Disruptors - DOCUMENT Strategy
Feb. 9 2017
This is typically the time when companies begin to prepare for the coming year. One of the key unknowns is how new approaches, or technologies, will disrupt the status quo. To prepare for the new year,... View More
Voice of the Customer - DOCUMENT Strategy
Feb. 8 2017
"Voice of the Customer," a discipline used in business and operations (through Six Sigma, for example) to capture customer expectations and preferences, is an excellent resource to evaluate your products... View More
GMC Software and OpenText Top Gartner Magic Quadra
Feb. 7 2017
GMC Software continues to dominate as a Leader in Gartner’s recent “Magic Quadrant for Customer Communications Management Software,” as does OpenText, who has been busy expanding their... View More
Digital Transformation Brings New Back-Office Sout
Feb. 2 2017
Traditionally, the focus of electronic document solutions has been on the large, paper-intensive processes that exist in the front office. The common back-office challenges of contract management, employee... View More
Questions Your Document Management Consultant Will
Feb. 1 2017
In my first article about hiring a document management consultant, I highlighted areas that you should consider before making this decision. The guidelines provided were meant to help you to better understand... View More
  • Generative AI (GenAI) is set to revolutionize the Customer Communications Management (CCM) industry, driving profound changes in how businesses interact with their customers
  • Editor’s Note: This is part 2 of a 3-part series on AI in CCM. You can find part 1 in our Spring issue. Look for part 3 in the next issue
  • Today, executives are excited about the promise of artificial intelligence (AI) to help their businesses grow and innovate, potentially transforming every part of work, delighting customers with new e
  • Personalization is the core of what we do in CCM, and we do this on a scale that still requires specialized software that cannot be replaced by marketing or office editing tools. The number of persona
  • In today's fast-paced business environment, the future of efficiency and productivity is automation