Marci Maddox

Marci Maddox is the Research Director for IDC's Enterprise Content Strategies program, responsible for content workflow and content technologies research, including the evolution of managing enterprise content, customer communications, content sharing and collaboration, e-signature, forms, and capture solutions. Leveraging 15 years in content and process applications at companies like OpenText and Vignette, Marci also helped clients to realize the future of AI, IoT, and cloud benefits for industry solutions as the Global Portfolio Manager, Industry Select ISVs for IBM's Watson and Cloud Platform. She has a B.S. in Computer Science from the University of Texas, an MBA in e-Business, and is a frequent speaker, presenter, and moderator at industry conferences as well as publishing to a variety of media outlets.
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Fall & Winter Digital Issue 2019
The Future of Communications in the Agile, Liquid Enterprise
BY Marci Maddox
Dec. 10 2019
Almost four years into this vision, we expect that customer communications as we know it today will evolve into more vibrant conversations. The cloud, artificial intelligence (AI), data intelligence, and...
Dropbox Work Spaces
October 2019
Dropbox Launches Spaces, Reinvents Itself with Intelligent Team Workspaces
BY Marci Maddox
Oct. 28 2019
Previewed back in June, Dropbox formally unveiled the biggest change to its platform at their user event on September 25 with the arrival of Dropbox Spaces. These smart workspaces are designed to help...
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Spring Digital Issue 2019
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...
CCM Maturity for AI
January 2019
Is Your CCM Strategy Mature Enough to Take On AI Innovation?
BY Marci Maddox
Jan. 25 2019
Managing customer communications is a significant driver for improving customer satisfaction and increasing lifetime customer value in an organization. Yet, it remains under the radar within many businesses,...
  • 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
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    RPA and AI: Why Your Business Needs Both
    By Brian DeWyer
    Today, executives are excited about the promise of artificial intelligence (AI) to help their businesses grow and innovate, potentially transforming every part of work, delighting customers with new e
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    Embark on a Journey to Next-Level Personalization
    By Stephanie Pieruccini
    Personalization is the core of what we do in CCM, and we do this on a scale that still requires specialized software that cannot be replaced by marketing or office editing tools. The number of persona
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    Normalizing the Spaghetti Bowl of Document Processing Tools
    By Ernie Crawford
    In today's fast-paced business environment, the future of efficiency and productivity is automation