Every line of business in the insurance industry has segment-specific communication challenges. Add reinsurance, and you compound the challenge of creating the best communication for each type of inte
Digital transformation is a hot topic. Articles in magazines and sessions at conferences have examined what it means to execute a digital transformation while keeping the business running. Most adviso
Customers aren’t contacting your support team because they need help. They’re contacting you because your communications are unclear.This hidden problem — known as failure demand — is driving
We have spent more than two decades in customer communications and we have watched every version of the upgrade cycle in customer communications management (CCM).Templates got more sophisticated, comp
The customer starts an address change on mobile, gets halfway through, switches to the website, and is told they are missing a document they already uploaded. They open chat, where the bot confidently
Over the course of my career as a CIO in a highly regulated industry, I have personally overseen millions of dollars in enterprise content management (ECM) investments. Platforms. Migrations. Integrat
