It is impossible to witness the changes in business over the past few years without recognizing the need for a communications strategy that reaches beyond the document-centric one we know... View More
Customer communications have transformed into conversations. This is because outbound marketing monologues are being replaced by customer-initiated dialogues. For brands, this means taking another look... View More
Over the past few years, there has been a great deal of discussion around transforming the organization to be truly customer-centric in everything that it does. This charge toward customer-centricity has... View More
One of the biggest challenges in developing a personalized customer communications strategy may not be the lack of customer data but whether the data you have is supporting those efforts—or hurting... 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
The plague of locusts, partisan bickering, and customer communications management (CCM): Do you see a link? Maybe not at first, but after being in the industry for as long as I have, I sure do. Each cause... View More
There are many components to developing a modern, data-driven customer communications strategy, none of which are more challenging than securing full customer data and preferences. The difficulty lies... View More
Years ago, there was a serious effort to bring customer communications management (CCM) into the broader enterprise content management (ECM) fold. While CCM stood for component content management back... View More
Surprise! Your company is not the center of the universe. Unfortunately, too many companies think of themselves as being the center of their customer\'s universe. While this “may” be true for... View More
It’s not debatable; the digital world is expanding faster than most of us can keep up with. The trends all show an accelerating growth in the connected world. Gartner estimates that worldwide device... View More
Test data strategy belongs in boardroom discussions, not buried in technical specifications. But here's what actually happens: executives assume IT has it handled, middle managers inherit whatever st
Despite their pivotal role in customer journeys, forms are still viewed by many organizations as operational overhead. In a digital-first era, that outdated view is a hidden drain on revenue and a gro
2026 isn’t a year of incremental improvements in customer communications. It’s the year AI stops assisting and starts acting, and for CCM practitioners
The current state of AI document processing follows a recognizable pattern. An organization crafts a prompt — often quite sophisticated with detailed instructions and examples — passes it to a lar
Here are the top 7 ways a dynamic, custom welcome kit can help you maintain and grow your membership rates, improve engagement and keep your members satisfied
