Spring Digital Issue 2019

Our special #DSF19Anaheim show issue takes a look at the 4 major barriers slowing down digital transformation in organizations, why information management is a critical asset to the digital business, how to find the right digital lens for your CCM project, and 12 rules to clean up your content.

Look for the issue April 30! See you in Anaheim!

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Designing for the Omni-Channel Era: 4 Questions to Ask
BY Scott Draeger|Bjorn Hildahl
May 10 2019
As we bring our document applications into the omni-channel era, it’s critical to understand several important questions before starting any major redesign of your customer communications... View More
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Alexa, What's Our Voice-Activated Communications Strategy?
BY Lynne Andrews
May 9 2019
Customer communications have transformed into conversations. This is because outbound marketing monologues are being replaced by customer-initiated dialogues. For brands, this means taking another look... View More
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Selecting the Right Model for Your RIM Program: Centralized vs Decentralized vs Hybrid
BY Cindy Zuvich
May 8 2019
To manage your organization's records, there are a couple of different models at either extreme: from a fully centralized records and information management (RIM) program to a decentralized approach, to... View More
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Finding the Right Digital Transformation Lens for Your CCM Project
BY Marci Maddox
May 7 2019
What has the biggest impact on the success of a customer communications management (CCM) project: people, process, or technology? The reality is that it takes a champion within the organization who can... View More
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To Become a Successful Digital Business, You Need to Manage Your Information
BY Dave Smith
April 30 2019
At the very heart of all the buzz surrounding “big data” and artificial intelligence (AI) lies a universal truth: Information is the critical asset of every organization. Information flows... View More
Clean Up Shared Network Drives
12 Rules for Cleaning Up Your Shared Drives
BY Jim Just
April 26 2019
Cleaning up your shared network drives and other unstructured data stores continues to be a major challenge for many organizations. This reinforces the fact that any remediation effort requires resources... View More
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Driving Digital Transformation Will Take More Than Technology
BY Allison Lloyd
April 25 2019
To keep up with evolving customer needs and the necessary infrastructure required to orchestrate seamless customer experiences, organizations continue to invest heavily in the technologies... View More
All Roads Lead to CX
All Roads Lead to the Customer Experience
BY Allison Lloyd
April 18 2019
Building superior customer experiences has cast a long shadow at most organizations, as many scramble to transform their traditional business models around the customer. It’s also a topic that still... View More
  • Humans and AI: The Perfect Partnership for Customer Communications
    By Gina Armada
    A seismic wave is rumbling through the workplace with AI and automation actively transforming employee productivity and reshaping operations
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    Be More Effective with Generative AI in Customer Communications
    By Atif Khan
    The potential of generative AI to positively impact how we work and live is massive
  • A Tale of Two Revolutions
    By John Mancini
    You may wonder why an old content management guy is writing about generative AI and LLMs
  • Generative AI
    By Liz Stephen and Mia Papanicolaou
    Generative AI (GenAI) is set to revolutionize the Customer Communications Management (CCM) industry, driving profound changes in how businesses interact with their customers
  • What it Takes to be Effective with Gen AI
    By Atif Khan
    Editor’s Note: This is part 2 of a 3-part series on AI in CCM. You can find part 1 in our Spring issue. Look for part 3 in the next issue