James Brown

James Brown has more than 25 years of software experience. As the CEO of Smart Communications, he brings deep expertise in leading high-growth software-as-a-service (SaaS) organizations and ensuring success among enterprise-level customers in highly regulated industries. James also founded and served as the CEO of Zinc Ahead and quickly grew the company to become a leading provider of commercial content management solutions. It provided marketing compliance solutions for more than 100 of the largest pharmaceutical, medical device, and biotechnology firms worldwide. Following Zinc Ahead’s acquisition by Veeva, James served as Vice President and General Manager of the company’s commercial content division.
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FEATURES
Thriving in a New Era of Customer Conversations
BY James Brown
March 16 2021
To say 2020 was a year full of disruption is an understatement. From dealing with a global pandemic and navigating related lockdowns to embracing a contactless, digital-first world, companies had to q
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FEATURES
Re-Imagine Forms to Enable Two-Way Digital Conversations
BY James Brown
July 9 2020
As organizations become more digital -- thanks in large part to COVID-19 -- they must identify how to best respond to customers appropriately, quickly and via preferred channels
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FEATURES
Building a Smarter Customer Experience Amid COVID-19
BY James Brown
May 5 2020
The COVID-19 pandemic has dramatically impacted nearly every aspect of daily life for everyone around the world. What hasn’t changed is the need for businesses to continue to support their customers
Embrace Voice Assistants and Chatbots
May 2019
Even These 3 Regulated Industries Will Embrace Voice Assistants and Chatbots
BY James Brown
May 28 2019
As voice-enabled devices (like Alexa, Google Home, or Siri) continue to penetrate more and more households, there are tremendous opportunities for businesses to use these capabilities to better serve their...
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    Be More Effective with Generative AI in Customer Communications
    By Atif Khan
    The potential of generative AI to positively impact how we work and live is massive
  • A Tale of Two Revolutions
    By John Mancini
    You may wonder why an old content management guy is writing about generative AI and LLMs
  • 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