Nick Romano

Mr. Romano specializes in business process reengineering for enterprises migrating to new document delivery solutions. His primary expertise is on implementing messaging and personalization strategies, workflows and ROI tracking. He is a popular international speaker on the implementation of successful document solutions, with topics ranging from design, messaging and personalization to shop floor automation and advances in document delivery. He is a graduate of McMaster University in Hamilton, Ontario with a Bachelor's Degree in engineering and management.
Automating Content Management - DOCUMENT Strategy
Spring Digital Issue 2017
Automating the Content Management Process
BY Nick Romano
April 6 2017
It doesn’t really matter what industry you are in—as a document professional, you continue to see new challenges that seem to crop up every day. If you are responsible for producing documents...
Interest in the Cloud - DOCUMENT Strategy
January 2017
Why Interest in the Cloud Keeps Growing
BY Nick Romano
Jan. 23 2017
A recent report from market research company IBIS projects the insurance software market will exceed $8 billion in 2016. The company attributed growth in the sector to an increased interest in
CCM hybrid cloud
November 2016
A SaaS Hybrid Cloud CCM Approach Helps Data Security and Scalability
BY Nick Romano
Nov. 1 2016
Last time, I introduced the idea of employing a software as a service (SaaS) customer communications management (CCM) approach to meet the critical customer experience challenges that lie ahead in
SaaS CCM
August 2016
Why You Should Use a SaaS Customer Communications Management Approach
BY Nick Romano
Aug. 2 2016
A recent "U.S. CEO Outlook" survey by KPMG had a number of interesting and noteworthy findings. Chief among them was the fact that more than two-thirds of the chief executive officers (CEOs) believe that...
direct mail
May 2016
Even Digital-Savvy Millennials Respond to Direct Mail
BY Nick Romano
May 19 2016
A recent InfoTrends study, co-sponsored by Prinova, titled "Direct Marketing Production Printing and Value-Added Services" found that 56% of marketer and print service provider respondents expect to send...
handshake
April 2016
Outsourcing Your Customer Communications: How to Keep Control of the Message
BY Nick Romano
April 12 2016
There are many valid reasons why enterprises choose to outsource their document production to a third-party service provider. First, and most important, it provides companies with more time to focus on...
limitations
February 2016
How Technology Can Overcome Your Human Limitations
BY Nick Romano
Feb. 3 2016
Technology continues to improve our day-to-day lives in sometimes subtle but very transformative ways. Take developments in automobile technology over the past several years. These days, car makers are...
hurdle_2016
January 2016
It’s Time to Take the Complexity Out of Communicating
BY Nick Romano
Jan. 5 2016
From personalization to multichannel, to what is today omnichannel, we have been talking for many years about the best way to communicate with customers. With all that has been studied, written and discussed...
selfie
December 2015
Staying Relevant in the Age of the Selfie Generation
BY Nick Romano
Dec. 3 2015
I recently read an opinion piece in Advertising Age, written by Bank of America Marketing Executive Meredith Verdone, that points out millennials (ages 18 to 35 years)—more than 75 million strong—will
revenue
October 2015
Can Documents Really Drive Revenue?
BY Nick Romano
Oct. 26 2015
The idea of using documents to speak to customers directly is nothing new. Since the late 90s, momentum has been building to use personalization and relevant messaging to connect more closely with customers....
language
September 2015
When Less Is More
BY Nick Romano
Sept. 30 2015
Most people would agree with the value of speaking and writing plainly and clearly, but so many of the communications we receive from our financial, health and insurance providers are confusing
digitalmaturity_small
August 2015
The Importance of Becoming a Digitally Mature Company
BY Nick Romano
Aug. 17 2015
In an earlier post, I discussed the growing importance of workplace experience for the largest demographic in organizations today—millennials. Wanting a collaborative work culture and
ITCCM_small
July 2015
Your IT Team Can Expect These Improvements With a New Breed of CCM Solutions
BY Nick Romano
July 22 2015
Information technology (IT) professionals involved in the day-to-day of customer communications management know first-hand the pressures of delivering against tight deadlines, dealing with the ongoing...
Milleniallswork_small
July 2015
Millennials and the Worker Experience: The Other Experience Worth Our Attention
BY Nick Romano
July 9 2015
I recently ran across a blog by Michael Fitzgerald, a senior analyst at the research and consulting firm Celent, commenting on millennials and their influence on today’s customer experience in the...
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FEATURES
Effective Document Design Integrates Both Style and Substance
BY Nick Romano
June 1 2015
One of my favorite magazines is Architectural Digest. I like it because it portrays design as more than just creating something amazing. The designers featured in the magazine realize design is all about...
whole_small
April 2015
Leveraging Content Life Cycle Management: The Next Step in Customer Messaging
BY Nick Romano
April 29 2015
I think it would be safe to say that most everyone in financial services, insurance, healthcare, utilities or any other industry vertical that needs to consistently communicate with its customers knows...
team_small
April 2015
Implementing a Team Approach to Attracting and Retaining Customers
BY Nick Romano
April 7 2015
Insurance organizations make very substantial investments to attract new customers and reach new markets, only to risk losing loyalty as a result of poor customer communications that can erode customer...
  • Humans and AI: The Perfect Partnership for Customer Communications
    By Gina Armada
    A seismic wave is rumbling through the workplace with AI and automation actively transforming employee productivity and reshaping operations
  • Screenshot 2024-10-24 at 9.22.49 AM
    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