Tom Roberts

Since the conclusion of the DOCUMENT Strategy Forum (DSF), which was held May 1-3 in downtown Chicago, we’ve had a chance to review some of the central themes emerging from the conference and our...

There are many changes in the customer communications marketplace today. As a result, many are left with some big questions: What trends will affect organizations most significantly? What are the capabilities...

Many firms in just about all industries have been struggling to keep pace with digital transformation in customer communications management (CCM). The pace of change has increased so dramatically that...

Recently, a top headline in my local newspaper (yes, I said newspaper) announced that every student in the entire school district will have an iPad by next year. This might not be the "newest" topic, but...

My last article, “Let’s Make RFPs Better–and More Definitive,” presented four keys to making your request for proposal (RFP) process more efficient and more valuable. At least one...

OK, so you’ve gotta do a request for proposal (RFP). Here’s how to reduce the pain and increase the value of the information you gain from the RFP process. Two years ago, I wrote a post for...

Another new year has begun, and I’m faced with the trade-off between making predictions for 2015 and taking stock of things in my life as they sit today. While, certainly, I’d much rather look...

If you’re sticking to your in-house print shop production model, the cost impacts may be providing your competitors a significant advantage. In the face of declining print volumes, the fixed costs...

In October, I wrote about preparing to switch to digital-first communications. If you are considering digital first, you may be thinking about the implications that it has for both your internal organization...

Whoosh!!!!!! Was that the sound of your customers or technology passing you by? If you’re still printing and mailing the majority of the communications and interactions that you have with your customers,...

Whether you’re planning to rewrite all your documents to improve your customer’s experience or planning to migrate them from a legacy platform to a modern publishing system and possibly convert...

Have you implemented an effective set of metrics and measures within your customer communications management program (CCM)? For some of our clients, these metrics and measures are sketchy at best, or have...

Many of the large insurance and financial services firms send as much as 100 million pieces of billing and statement mail each year. All are trying to reduce their print and mail expense budgets by going...

There is a lot of buzz and plenty of buzzwords around the idea of improving your company\'s customer experience. Today, this communication is occurring across a wider variety of devices, platforms and...

Are you living in a legacy environment consisting of thousands of monolithic and often redundant documents? Is each document written and constructed independently? Is your publishing life cycle long, laborious...

It’s not debatable; the digital world is expanding faster than most of us can keep up with. The trends all show an accelerating growth in the connected world. Gartner estimates that worldwide device...

Everyone wants to get things done better, faster and cheaper. Yet, many firms are still struggling with multiple manual processes for their publishing review and approvals. A pragmatic approach to process...

It’s undeniable: The market trend toward multi-channel communications and integrated customer experience is accelerating at an increasing pace. Organizations are rushing to keep up with the demand...