Winter Digital Issue 2019

In our latest issue, we look at the future of customer communications management in 2019, the results of our Automation Technology Survey, how FinTech is disrupting customer communications management, 7 capabilities to look for in a CCM hosted managed services provider, and a special sponsored feature on CCM solutions we think you should look at!

Enjoy the issue!

IDC Automation Survey
2019 Automation Survey: The Path to Digital Transformation
BY Holly Muscolino
Jan. 17 2019
By now, most organizations understand that embarking on a digital transformation journey is tantamount to their ability to compete in a changing and dynamic marketplace. At IDC, we expect the worldwide... View More
HMS CCM Capabilities
Selecting a CCM Hosted Managed Services Provider
BY Gina Ferrara
Jan. 16 2019
Developing a customer communications management (CCM) strategy is analogous to putting together a jigsaw puzzle. To arrive at the solution, the pieces need to be interlocked together in an integrated technology... View More
FinTech and CCM
FinTech Is Changing Customer Communications
BY David Stabel
Jan. 14 2019
There was a time when banking institutions had a veritable monopoly on products, services, and the customer relationship. However, this influence has been weakening in recent years, as third-party financial... View More
CCM in 2019
Customer Communications Management in 2019
BY Kaspar Roos
Jan. 10 2019
With 2018 behind us, it’s that time of year when we reflect on the past developments that took place in our industry and to speculate on the technology innovations yet to come. We saw the emergence... View More
Integration
Integration Is the New Normal in 2019
BY Allison Lloyd
Jan. 4 2019
For those of us in traditional document management domains and highly regulated industries, the ways in which our business operations, products, and customer experiences have changed over the past 20 years... View More
  • 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
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    Automated Document Understanding: The Real Vector for Enterprise AI
    By Dr. John Bates
    IDP, an AI-powered technology that reads documents and extracts meaning, has quickly become the advanced successor to traditional document extraction tools such as OCR
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    The Protocol That Changes Everything
    By Alan Burger
    As technology accelerates and customers adopt their own AI assistants, the old model of static, one-way communication is starting to look a lot like sending a fax in the age of TikTok
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    Start Small, Dream Big
    By Gum Fa Ng
    The customer communications market has evolved over the past three decades. Today’s customers expect instant, personalized and seamless experiences across all channels. Artificial intelligence (AI