Terry Frazier

Terry Frazier is the Research Director of Digital Content Technologies in IDC’s Analytics and Information Management practice. He leads research into enterprise content management (ECM), file synch and share (EFSS), digital signature technologies (e-Sign), and customer communications management (CCM). His career spans more than 25 years, including operational and technical management in advertising, marketing, publishing and production print, as well as more than a decade in consulting and analytical roles serving Fortune 1,000 companies.
Technology Is Changing CCM
July 2017
Technology Is Changing What CCM Looks Like
BY Terry Frazier
July 24 2017
If you're a buyer or seller of customer communications management (CCM) solutions, you're living in a great time—a time of great opportunity to radically improve communication processes, communication...
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April 2017
Content Technology Update: Iron Mountain, Xerox, Kofax, and OpenText on the Move
BY Holly Muscolino|Terry Frazier
May 4 2017
April was a busy month for content and workflow technology vendors, with new partnerships, product redesigns, new integration, and, possibly, new ownership. Today, we review a few interesting developments
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September 2016
The Print Paradox: Customer Experience Is Multi-Dimensional
BY Terry Frazier
Oct. 3 2016
Since 2009, I’ve conducted an annual survey to understand the impact of digital experience and digital adoption on print. The surveys have evolved over the years, but they always ask a number of...
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July 2016
The Resurrection of CCM Technology and the Emergence of Communication Platforms
BY Terry Frazier
July 21 2016
Just a few short years ago, customer communication management (CCM) was boring. It was dull, old-fashioned, and not digital enough, making archaic print pages from all those old mainframe and client-server...
IDC CCM
April 2016
Driving Smarter Customer Engagement
BY Terry Frazier
April 5 2016
We have written about the fundamental changes sweeping across the customer communications management function for the last several years. Customer experience and the way we engage our customers has challenged...
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September 2015
The Survivor: Print in the World of Smart Customer Engagement
BY Terry Frazier
Sept. 16 2015
For the past 12 months, Dr. Joe Webb, director of WhatTheyThink's Economics and Research Center, has been detailing a significant uptick in commercial printing shipments over year-ago numbers. In his
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June 2015
Considering Risk/Reward for Cloud-Based Customer Engagement Solutions
BY Terry Frazier
June 23 2015
In a recent online debate presented by The Economist arguing “Should companies do most of their computing in the cloud?” noted security, privacy and cyber-terrorism expert Bruce Schneier highlighted...
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May 2015
Smart Customer Engagement: The Evolving Technology of Customer Communication Management
BY Terry Frazier
May 21 2015
The term customer communication management (CCM) has always been something of a misnomer in my mind—a cumbersome, 11-syllable phrase to describe composing and distributing bills, statements, policies...
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    Hybrid Test Data Strategies
    By Jennifer Raml
    Test data strategy belongs in boardroom discussions, not buried in technical specifications. But here's what actually happens: executives assume IT has it handled, middle managers inherit whatever st
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    Forms That Fuel Growth
    By Andrew Stevens
    Despite their pivotal role in customer journeys, forms are still viewed by many organizations as operational overhead. In a digital-first era, that outdated view is a hidden drain on revenue and a gro
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    The Agent Is the Interface: How Agentic AI Is Rewriting the Rules of CCM
    By OSG
    2026 isn’t a year of incremental improvements in customer communications. It’s the year AI stops assisting and starts acting, and for CCM practitioners
  • The Next Architectural Leap in Document AI
    By Andrew Bird
    The current state of AI document processing follows a recognizable pattern. An organization crafts a prompt — often quite sophisticated with detailed instructions and examples — passes it to a lar
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    The Essential Role of Welcome Kits in Member Enrollment and Retention
    By Jason Pothen
    Here are the top 7 ways a dynamic, custom welcome kit can help you maintain and grow your membership rates, improve engagement and keep your members satisfied