Winter Digital Issue 2018

Our Winter digital magazine takes a look at the top 10 technology trends for 2018, tips for selecting a digital experience platform, the state of Office 365 adoption, and the customer experience trends to keep an eye on in the new year.

We hope you enjoy the issue!

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Gartner's Top 10 Technology Trends for 2018
BY Allison Lloyd
Feb. 6 2018
The disruptive nature of the digital business cannot be overstated. As technology continues to get smarter and smarter, what separates the digital world from the physical one will be harder and harder... View More
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Building Digital Content Workflows Isn't as Easy as It Looks
BY John Horodyski
Feb. 6 2018
On the surface, designing digital content workflows sounds simple enough: create the assets; make them discoverable and accessible; and when they're no longer relevant to the current business and production... View More
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4 Customer Experience Trends to Watch
BY Catherine Sbeglia
Feb. 6 2018
Digitizing the customer experience (CX) no longer gives a company an edge, but instead, it's the key to survival. For almost a decade, organizations have been talking about how new digital channels not... View More
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How to Tackle Records Management in the New Year
BY Marko Sillanpaa
Feb. 6 2018
If there's one resolution every organization should keep, it's effectively managing their records. This resolve doesn't just materialize every New Year, though, but usually after some significant document... View More
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How to Select a Digital Experience Platform
BY Tony Byrne
Feb. 6 2018
A critical precondition for any digital transformation strategy is selecting the right technology. Yet, industry surveys suggest that more than half of all projects fail to identify the best solution for... View More
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Should We Still Care About CCM in 2018?
BY Kaspar Roos
Feb. 6 2018
Customer communications management (CCM) is an industry in transition. Last year, we witnessed further convergence of CCM with customer experience (CX) and saw new approaches in configuration and deployment... View More
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5 Steps to Go Digital in the New Year
BY Ted Dezvane
Feb. 6 2018
With the new year upon us, leaders should take stock of their digital journey and craft plans for attacking their digitalization goals for the year to come. For most, our digital scorecards will reveal... View More
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Is Your Data Helping or Hurting Your Communications Strategy?
BY Elizabeth Dailing
Feb. 6 2018
One of the biggest challenges in developing a personalized customer communications strategy may not be the lack of customer data but whether the data you have is supporting those efforts—or hurting... View More
Are Your Electronic Records a Ticking Time Bomb
Are Your Electronic Records a Ticking Time Bomb?
BY Cindy Zuvich|George Dunn
Jan. 31 2018
Security breaches, privacy violations, and lawsuits are in the news every day. Today, it is a matter of when, not if, it will happen. When hackers breach your security, what will they do with your internal... View More
Office 365
Office 365: Are We Getting the Benefits We Need?
BY Bob Larrivee
Jan. 30 2018
Over the years, we've heard a lot of talk about how businesses are moving to the cloud, switching to Microsoft's Office 365, and creating and collaborating around content, but what is really happening... View More
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    Hybrid Test Data Strategies
    By Jennifer Raml
    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
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    Forms That Fuel Growth
    By Andrew Stevens
    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
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    The Agent Is the Interface: How Agentic AI Is Rewriting the Rules of CCM
    By OSG
    2026 isn’t a year of incremental improvements in customer communications. It’s the year AI stops assisting and starts acting, and for CCM practitioners
  • The Next Architectural Leap in Document AI
    By Andrew Bird
    The 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
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    The Essential Role of Welcome Kits in Member Enrollment and Retention
    By Jason Pothen
    Here 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