Gina Ferrara

Gina Ferrara is a Senior Analyst with Madison Advisors and provides advisory services to organizations in the financial services and service provider industries. She focuses on helping organizations achieve their strategic customer communications management (CCM) goals and objectives and provides consulting services related to best practices for print and mail operations, postal optimization, and address quality, and multi-channel delivery. Gina routinely helps clients with a variety of matters, including managing request for proposals (RFPs) for print outsourcing and CCM hosted managed services as well as conducting best practice assessments for enterprise and service provider clients.
HMS CCM Capabilities
Winter Digital Issue 2019
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...
CCM Marketplace
September 2017
The CCM Marketplace Is Changing: What This Means for Buyers
BY Gina Ferrara
Sept. 27 2017
Last month, we released the sixth edition of our "Customer Communications Management (CCM) Solutions Market Study." When reading the report, you may notice a common theme, which can be summarized in a...
The Data Problem- Executing a Real-Time CCM Strate
February 2017
The Data Problem: Executing a Real-Time CCM Strategy
BY Gina Ferrara
Feb. 16 2017
It should come as no surprise that data is a critical component in customer communications management (CCM). Given the amount of time consumers spend on computers and smartphones, personal data is collected...
Real-Time Document Generation and Delivery Is a Mu
January 2017
Why Real-Time Document Generation and Delivery Is a Must-Have
BY Gina Ferrara
Jan. 31 2017
“We didn’t do anything wrong, but somehow, we lost” was the final statement that was made during a speech by Stephen Elop, the former CEO of Nokia, at the press conference announcing...
sailing
November 2016
Outsourcing Print: Smooth Sailing or Stormy Seas?
BY Gina Ferrara
Nov. 7 2016
Determining whether to shut down your internal print and mail operation and outsource to a print service provider can be a tough conversation—as opposed to keeping it in-house and potentially making...
  • health cx
    Navigating Uncertainty
    By John Zimmerer
    Economic pressures, regulatory shifts and evolving consumer expectations are converging to create a complex environment for health insurers. Amid this turbulence, many payers are hesitant to invest in
    Getting Billing ‘Just Right’
    By Mitch Anderson
    How much do I owe?  How do I pay? Where’s my bill? Are any of your customers asking these questions? If so, it might be time to rethink your utility bills. 
  • marquee
    From a Tick Box to Competitive Advantage
    By Liz Stephen and Mia Papanicolaou
    If there’s one thing we’ve learned after decades in customer communications, it’s this: notifications are never “just notifications.”
  • touchpoint
    Why Every Document Is Now a Touchpoint
    By Gary Gregg
    When I think about how far customer communications have evolved, it’s clear that we’ve entered a new era, one where the regulated document is moving from being an artifact of a transaction
  • resistance
    Turning Resistance into Resilience
    By Angele Taylor
    Resistance to change is a familiar challenge in any transformation initiative, but it becomes especially entrenched in document-heavy environments. These are the systems and workflows that have been b