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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    How IDP is Reshaping CCM: Transactional and Accessible Communications
    By Ernie Crawford
    For decades, customer communications management (CCM) has focused on outbound engagement, such as statements, explanations of benefits (EOBs) and annual notifications of changes (ANOCs), delivered in
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    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
  • 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. 
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    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