Kaspar Roos is the founder and CEO of Aspire Customer Communications Services, an international technology advisory firm specializing in customer communications transformation and customer engagement optimization. Before starting Aspire, he ran InfoTrends’ global production workflow and customer communications advisory service. At his tenure at InfoTrends, he helped leading technology vendors and service providers understand the shifts in the customer communications and workflow markets by providing market research, insights and strategic consulting services.
The Aspire Leaderboard is a one-of-a-kind tool designed to help stakeholders in every part of the customer communications ecosystem evaluate and compare CCM and CXM offerings
This year’s DOCUMENT Strategy Forum (DSF ’23) was held from May 22 to 24 in Charlotte, NC. Many CCM professionals meet annually at DSF to discuss evolving trends and best practices
On Thursday, January 7, 2021, Smart Communications announced its plans to acquire Assentis, a Swiss CCM software solutions vendor with a focus on financial services
With 2018 behind us, it’s that time of year when we reflect on the past developments that took place in our industry and to speculate on the technology innovations yet to come. We saw the emergence...
In 2018, we will continue to see the convergence of customer communications management (CCM) within the digital customer experience (DCX) market. While customer communications technology is increasingly...
Customer communications management (CCM) is an industry in transition. Last year, we witnessed further convergence of CCM with customer experience (CX) and saw new approaches in configuration and deployment...
OpenText Corporation, Canada’s largest software company with roughly $2B in global sales, announced it is buying HP Exstream for $315M. Exstream is a market-leading customer communications management...
Many enterprises, particularly those operating in regulated industries, have long-established customer communications teams and well-defined processes in place to ensure smooth delivery of critical communications....
Customers are the lifeblood of any business. If a business fails to serve its customers well, the business itself will ultimately fail. It is this old wisdom that is driving businesses forward to invest...
Customer engagement management (CEM) is the practice of optimizing the lifetime value of customers. CEM is significantly influenced by customer communication practices and has seen rapid growth and adoption...
As we reach the midpoint of the decade, it’s clear that the 2020s are testing business leaders with a drive to leverage emerging technologies, evolving customer expectations and a more complex regulatory environment
Over the past 2 short years, the communications industry has been at the forefront of technological innovation, shaping how we connect, share and understand the world around us. Among the plethora of
Efficient document management is essential in high-volume customer support centers, where handling errors can lead to costly mistakes, compliance risks and dissatisfied customers
Most customers prefer digital communications due to convenience. Digital communications arrive faster, enable interactivity and allow for immediate payment options. However, digital customer communica
As companies grow, processes and systems that operate well at a certain capacity often cannot keep up with larger demand, which inevitably complicates workflows and slows operations