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
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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