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
Seamless and personalized customer interactions are no longer just a competitive advantage — they’re an expectation. Whether a customer is applying for a credit card, opening a bank account,...
As we stand at the forefront of a rapidly changing digital landscape, customer communications management (CCM) is facing a critical inflection point. The way businesses communicate with their customer
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
