Last month, we took a brief look at some of the accessibility laws in the US, Canada, and other jurisdictions that have implications for the customer communications you provide to the public. If your organization... View More
The new enterprise content management (ECM) system has been implemented, users trained, documents migrated, and everyone is happily working. Three months later, the human resources (HR) department needs... View More
There are many ways to observe and record customer journeys—some are right, and some are ultimately incorrect. There is a place for both data and passion in any successful customer journey mapping... View More
Many businesses look at information security from the perspective of locking down devices and repositories, trying to control access, and even preventing technology use out of fear that something might... View More
If you're a buyer or seller of customer communications management (CCM) solutions, you're living in a great time—a time of great opportunity to radically improve communication processes, communication... View More
The plague of locusts, partisan bickering, and customer communications management (CCM): Do you see a link? Maybe not at first, but after being in the industry for as long as I have, I sure do. Each cause... View More
There’s a lot of talk about the change in enterprise content management (ECM). There’s change in the name of ECM: One camp wants to call it “Content Services” and another “Intelligent... View More
If you were one of the 300,000 companies across 150 countries that got hit with the WannaCry ransomware attack, well, the name is very appropriate. Designed to encrypt all the data files on the infected... View More
With millennials set to make up 75% of the global workforce by 2025, we wanted to break down how perspectives are shifting. Here are the four most important takeaways from this year’s survey
Customer Experience (CX) is not a new concept. It’s been around long enough for some analysts to predict that Customer Experience is “out” and Customer Effort (CE) is “in” (and both have an
In today’s fast-paced world, patience is a rare commodity, especially when dealing with the cumbersome task of filling out forms. Whether paper or digital, forms are often seen as necessary evils
