This article appears in the Fall 2017 digital issue of DOCUMENT Strategy. Subscribe.There is a new specification on the block for managing electronic records. In August, the National Archives and... View More
The General Data Protection Regulation (GDPR) represents possibly the most sweeping change to data protection laws in over 20 years. When it goes into effect on May 25, 2018, the new regulation will impact... View More
Much has been written about renaming and recategorizing technologies in the enterprise content management (ECM) space, and it is true that traditional ECM solutions have developed into application suites,... View More
Even after all these years, organizations still lack a consistent focus on improving employee experiences and engagement. Given that this is directly tied to customer experiences, it should be a no brainer... View More
We have all been busy over the last few years improving design, simplifying content, and setting standards to make it easier for customers to understand the business correspondence that they receive. Across... View More
Having a reliable and accurate enterprise search strategy within your organization boosts productivity internally and improves customer satisfaction externally. Both of these benefits come from providing... View More
So, what’s new at the US Postal Service (USPS)? The short answer: growth in meeting parcel volume due to e-commerce and Informed Delivery. Advertising mail is still strong, but First-Class Mail continues... View More
For the past several years, we dedicate our publication's Fall issue to the topic of information management. This is because we understand that information is a critical asset in delivering intelligent,... View More
Caught in the wake of customer experience (CX) giants like Amazon, Zappos, and Apple, companies in every industry, including heavily regulated ones, are recognizing that CX is becoming a more important... View More
The current approach to cybersecurity is retroactive. Many organizations naïvely believe they aren’t targets and that investing in cybersecurity is futile. With cyber attacks becoming more prominent,... View More
Recent research by Forrester examined the impact that clear communications had on customer experience (CX) scores for organizations in a number of industries. It may come as no surprise that the results... View More
Last month, we released the sixth edition of our "Customer Communications Management (CCM) Solutions Market Study." When reading the report, you may notice a common theme, which can be summarized in a... View More
Nuxeo, maker of the leading, cloud-native content services platform, announced a strategic partnership with Simflofy, provider of Content Integration Services. The partnership enables Nuxeo’s customers... View More
Smart Communications, the innovator in customer and business conversations, has announced the availability of the next version of its enterprise solutions. With its latest release, Smart Communications... View More
Speedpay, Inc., a Western Union company, and Nordis Technologies announced an alliance to offer improved cloud-based customer communications management services to Speedpay clients. This strategic agreement... View More
Successful companies have a customer-centric view, providing a rich experience at every interaction. However, a lot of organizations fail to deliver an excellent, consistent customer experience (CX) because... View More
This past week, customer communications management (CCM) powerhouse GMC Software announced its integration into a new division of parent company Neopost, operating under the name of Quadient... View More
DSF ’18 is pleased to announce the 2018 Advisory Board, a group of forward-thinking executives charged with creating, managing, and directing the overall education program at the annual Conference.... View More
Elegance is something that can be used as a rule of thumb to evaluate the quality of a product or service. Usually, an effective product or service is elegant, though not all elegant products or services... View More
Adobe (NASD "ADBE") and Microsoft Corp. (Nasdaq "MSFT") recently delivered their first set of joint solutions to help enterprises transform their customer experience with Adobe Experience Cloud, Microsoft... View More
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
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
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
How much do I owe? How do I pay? Where’s my bill? Are any of your customers asking these questions? If so, it might be time to rethink your utility bills.
Economic pressures, regulatory shifts and evolving consumer expectations are converging to create a complex environment for health insurers. Amid this turbulence, many payers are hesitant to invest in
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