After more than a year of adapting business models due to COVID-19, many businesses have come to realize that supporting a remote workforce is a viable option, and one that in some cases, delivered hi

In the midst of shifting workforces, rapidly evolving customer expectations and newly emerging channels, upgrading to cloud-based B2C communications solutions has never been more attractive. Modern cu

After spending two decades in the industry, I am aware that non-document people think what we do is boring. While it hurts my feelings a bit, they are right most of the time. If we plan, design, resea

Selecting the right business partner for customer communications management (CCM) delivery is a critical task. Shrewd organizations use the Request for Proposals (RFP) process in an attempt to make th

Global industry is in the midst of unprecedented change. Heralded by many as the ‘fourth industrial revolution,’ one of its key drivers is digital transformation, a technological advancement that, in part, has given rise to new competitors,...