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BETTER Content ManagementBETTER Customer Communication Management
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BETTER Customer ExperienceRichard Huff
Richard Huff is Senior Analyst at Madison Advisors, an independent analyst and market research firm that addresses the needs of the electronic and print customer communications management marketplace. Visit www.madison-advisors.com.
BY Richard Huff
Aug. 12 2026
Artificial intelligence has transitioned from being a promising innovation to a fundamental business capability across a wide range of industries
BY Richard Huff
April 24 2025
Most customers prefer digital communications due to convenience. Digital communications arrive faster, enable interactivity and allow for immediate payment options. However, digital customer communica
BY Richard Huff
May 9 2024
Every day, large organizations face multiple challenges with the hundreds or thousands of pieces of mail received through the USPS and other carriers, documents that include general business mail
BY Richard Huff
March 14 2024
In today’s market, customers have more choices than ever. Robust internet access has made it easier to find alternative providers
BY Richard Huff
Nov. 7 2023
This article first appeared in the Fall 2023 issue of DOCUMENT STRATEGY.The term digital transformation is becoming something of a buzzword, but for many organizations this process is already well und
By Andy KellnerMaking Every Customer Message MatterIn financial services, communication is often treated as a necessary obligation. A policy document must be delivered, an account statement must be sent, a claim let
By Sy GreenEnterprise communications have long been framed as a debate between physical and digital delivery. Organizations pursuing cost savings often viewed digital transformation as a pathway to reducing or e
By Andy FeestAs an avid movie goer, I regularly visit my local cinema for the latest release, blockbusters, or smaller independent films. Recently it occurred to me that my ticket purchase behavior had narrowed to
Every year, somewhere in your organization, a contract comes up for renewal. Your team prepares. They benchmark pricing, sketch out alternatives on paper and walk into the negotiation expecting a reas
When people want to learn more about a brand (or simply make a purchase), they are creating a brand experience