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BETTER Content ManagementBETTER Customer Communication Management
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BETTER Customer Experience
BY Bob Larrivee
Nov. 6 2017
In a recent AIIM Industry Watch report titled “Improving Business Operations in 2017: Capturing Vital Content,” we took a look at how and where businesses are focusing their efforts to improve... View More
Oct. 31 2017
Gartner announced earlier this year that enterprise content management (ECM) was dead and that the industry’s focus should shift toward content services instead. While this caused some intense debate,... View More
Oct. 6 2017
Caught in the wake of customer experience (CX) giants like Amazon, Zappos, and Apple, companies in every industry, including heavily regulated ones, are recognizing that CX is becoming a more important... View More
Oct. 4 2017
The current approach to cybersecurity is retroactive. Many organizations naïvely believe they aren’t targets and that investing in cybersecurity is futile. With cyber attacks becoming more prominent,... View More
Oct. 2 2017
Recent research by Forrester examined the impact that clear communications had on customer experience (CX) scores for organizations in a number of industries. It may come as no surprise that the results... 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 In a digital-first era, that outdated view is a hidden drain on revenue and a gro
By OSG2026 isn’t a year of incremental improvements in customer communications. It’s the year AI stops assisting and starts acting, and for CCM practitioners- By Andrew BirdThe 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
By Jason PothenHere 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
