There is a conversation happening in boardrooms and compliance offices across financial services, insurance, healthcare and utilities that tends to start with regulation and end with obligation. Organ
Today, nearly 50% of organizations list cloud migration as their top transformation initiative. Customer communications management (CCM) frequently sits at the center of that priority and the reason i
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
