Even before COVID-19, work from home arrangements were increasingly common as digital transformation turned virtual collaboration from an occasional job perk into a popular alternative... View More
For several years now we have been reading about the importance of embarking on a digital transformation journey and the value of speed and clarity when communicating with customers... View More
As the calendar winds down for the year, everyone’s focus is turning to what 2020 will bring. There's one thing that’s definite though—digital transformation will remain on virtually... View More
Everybody in the customer communications management (CCM) industry is talking about omni-channel. For some, it’s part of a larger digital transformation within the enterprise... View More
Speed and agility have become necessary drivers for organizations to achieve their digital transformation goals. Just like many intuitive, consumer-facing tools that led to the rise of shadow information... View More
Digital transformation has seized the imagination of virtually every C-suite. It promises to radically enhance customer engagement and loyalty across all business functions while improving competitiveness,... View More
Robotic process automation (RPA) is a hot topic, and for good reason: It offers a way to mimic and eliminate the manual steps required by humans when performing repetitive tasks. However, it’s not... View More
Is the idea behind "big data" really just hype? While there is an enormous amount of data available, it first needs to be understood before it can be useful. Data doesn't necessarily translate into information... View More
What has the biggest impact on the success of a customer communications management (CCM) project: people, process, or technology? The reality is that it takes a champion within the organization who can... View More
To keep up with evolving customer needs and the necessary infrastructure required to orchestrate seamless customer experiences, organizations continue to invest heavily in the technologies... View More
Managing customer communications is a significant driver for improving customer satisfaction and increasing lifetime customer value in an organization. Yet, it remains under the radar within many businesses,... View More
By now, most organizations understand that embarking on a digital transformation journey is tantamount to their ability to compete in a changing and dynamic marketplace. At IDC, we expect the worldwide... View More
Robotic process automation (RPA) is the latest solution category promising an easier path to digital transformation. In the simplest of terms, if you have a process that is well-defined, RPA can automate... View More
When a newspaper erroneously reported that Mark Twain had died, legend holds that he said, “Reports of my death are greatly exaggerated.” The same could be said about the apparent demise of... View More
In this digital age, the “document” has seemingly gone out of style. So, where does that leave the document management industry? Like so many, we’re in a state of transformation, but... View More
We hear the term Digital Transformation a lot but when you talk to people about it and what it means for them, many don’t have a good answer or clear understanding of what the term means, or what... View More
A critical precondition for any digital transformation strategy is selecting the right technology. Yet, industry surveys suggest that more than half of all projects fail to identify the best solution for... View More
2017 was a turbulent year for many enterprise buyers, as we continued to see major shifts in the technology marketplace. Market consolidation, accelerated migration to the cloud, and a growing shift to... View More
Generative AI (GenAI) is set to revolutionize the Customer Communications Management (CCM) industry, driving profound changes in how businesses interact with their customers
Today, executives are excited about the promise of artificial intelligence (AI) to help their businesses grow and innovate, potentially transforming every part of work, delighting customers with new e
