Mr. Durga is a senior analyst at the Real Story Group and covers search, web content and experience management, portals, digital marketing, social media monitoring, mobile and SharePoint. He was formerly the practice head of the portals and content management (PCM) practice at Wipro Technologies, where he led clients in the development of their PCM strategies.
When a vendor acquires another product and puts (vendors will say "integrate") that tool within an existing “suite,” it usually comes with a key side effect: overlapping features across multiple...
Cloud infrastructures can have many variations (software as a service, infrastructure as a service, platform as a service and managed hosting), and within each of these models, a cloud deployment can be...
Of course, all portal vendors would answer "yes" to that question. Many will point you to the fact that you can write a responsive portal template that can show portal content on mobile devices, but that’s...
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With the rise of cloud-based services, such as Dropbox, iCloud and Google Drive, sharing, syncing and collaborating on files on the consumer web is easier than
Efficient document management is essential in high-volume customer support centers, where handling errors can lead to costly mistakes, compliance risks and dissatisfied customers
Most customers prefer digital communications due to convenience. Digital communications arrive faster, enable interactivity and allow for immediate payment options. However, digital customer communica
As companies grow, processes and systems that operate well at a certain capacity often cannot keep up with larger demand, which inevitably complicates workflows and slows operations
When we look at evolving customer communications, we often focus on improving the experience by adding new delivery channels, improving content by adding color and variable images based on the audienc
In a world where data breaches are a daily reality, safeguarding critical communications — like bills, invoices and healthcare documents — has become paramount. With sensitive personally identifia