By now, you’ve probably heard some rumblings about blockchain—the shared ledger concept that underlies bitcoin—and how it’s going to change the world. You may have even read an... View More
In many cases, the laws related to accessibility have important implications for the customer communications you provide to the public. Consumers routinely get credit card statements, insurance policy... View More
Text analytics is a rather new concept in enterprise content management (ECM) and document management. Many organizations are using automatic categorization or classification of content, but this is only... View More
Today, there is a growing expectation for almost all workflow tasks to be digitized in some way. It feels jarring to many customers when they are required to use paper-based processes, make an in-person... View More
Every day, we are hit with more news alerts about data breaches, systems being hacked, and all kinds of implications that the weakest link in the information ecosystem is the technology. Yet, for many... View More
As a customer-centric business, decisions should always be made based on the benefits for customers. This requires a precise understanding of the customer experience at various interaction touchpoints... View More
Earlier in the year, I wrote about the top communication trends for 2017. It might seem early to be thinking about 2018, but talking about next year's trends gives us a chance to take control of our future.... View More
A customer relationship management (CRM) system knows everything about customers; a SharePoint solution can master collaboration. By uniting the capabilities of these two platforms, organizations can double... View More
You have been trying to get your customers to go paperless for how many years? Getting customers to give up paper has been problematic for many companies for more than a decade. While a few boast paper... View More
Big or small, these changes are incredibly costly and time consuming to implement, hampering agility and efficiency of marketing and customer management teams
To think about AI in terms of previous multiplicative measurements of data growth and tech capability like Moore’s Law is delimiting. Incremental improvements don’t produce breakthroughs
Enterprise content management (ECM) is a strategic approach to managing an organization's information, supporting processes for creating, capturing, delivering and archiving content
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
