Will Morgan

Will Morgan is an experienced industry analyst with expertise in the Customer Communications Services market. As Aspire’s Senior Research Analyst, he works alongside the wider team to provide advice, insight and vital intelligence to the company's expanding customer base on both sides of the Atlantic. Before joining Aspire, Will worked with Keypoint Intelligence-InfoTrends’ Customer Communications and Business Development Advisory Services.
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FEATURES
The Future of Communications
BY Will Morgan
June 30 2020
A recent research study by Aspire entitled, “The State of CCM-to-CXM Transformation” uncovered exciting intelligence on the radical changes transforming the Customer Communications Management
  • From Broadcast to Dialogue: Ursula K. Le Guin’s Timeless Lessons for Modern Customer Communication
    By Alan Burger
    Every message, whether a whispered story, a corporate statement or a customer email, is both risk and opportunity
  • RPA
    Beyond Bots
    By Eric Riz
    Robotic Process Automation (RPA) has long been recognized as a tool that clicks buttons faster than humans, excelling at repetitive tasks like moving files or exporting reports
  • main
    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
  • touchpoint
    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.