Cheryl McKinnon

Ms. McKinnon is a principal analyst at Forrester Research, serving the needs of Enterprise Architecture Professionals. She is an expert in records management, information governance and eDiscovery. She brings a broad perspective to this role, with deep experience in many areas of content and information management, including ECM, social media, collaboration and standards.

FEATURES

It's a Digital-First World: Five Trends Reshaping Records Management As You Know It

BY Cheryl McKinnon

June 20 2013

Enterprise architecture professionals and records management professionals must be open to collaboration, cross-functional business and technical roadmap development and be willing to identify, explore...

The End of IT-Dependent CCM

By Patrick Kehoe

Enterprise software has aimed to remove friction, reduce reliance on technical resources and put more control in the hands of the teams who understand the task at hand
Beyond AI: The Real Next Frontier in Customer Communications

By Liz Stephen and Mia Papanicolaou

AI has dominated headlines for the past few years in the regulated communications space, and in many ways, deservedly so. It can automate processes, personalize at scale and accelerate the production
Beyond Bots

By Eric Riz

Robotic Process Automation (RPA) has long been recognized as a tool that clicks buttons faster than humans, excelling at repetitive tasks like moving files or exporting reports
How IDP is Reshaping CCM: Transactional and Accessible Communications

By Ernie Crawford

For decades, customer communications management (CCM) has focused on outbound engagement, such as statements, explanations of benefits (EOBs) and annual notifications of changes (ANOCs), delivered in
Why Every Document Is Now a Touchpoint

By Gary Gregg

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

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