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
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
Over the past year, I’ve been lucky enough to be invited to several leadership discussions about customer experience (CX) programs at some major banks, insurers, and service providers. Once a CX... View More
In light of the recent focus on customer experience (CX) and customer journey mapping, enterprise leaders in sales and marketing have to refocus their strategies around multiple customer journeys and across... View More
As a customer-centric business, decisions should always be made based on the benefits for customers. This requires a precise understanding of the customer experience at various interaction touchpoints... View More
A customer relationship management (CRM) system knows everything about customers; a SharePoint solution can master collaboration. By uniting the capabilities of these two platforms, organizations can double... View More
I’ve been doing a lot of research lately on the shift to conversational experiences as a way to enhance customer and employee engagement. We are witnessing enterprise communications and collaboration... View More
Approximately, five years ago, there was an explosion of research, articles, blogs, and other commentary on the topic of customer experience (CX). Working for a customer communications management (CCM)... View More
GMC Software, the award-winning leader in Customer Communications Management (CCM), announced today it is speaking and exhibiting at Document Strategy Forum ‘17 to be held May 1-3 in Chicago. GMC... View More
Focusing on customer experience (CX) has become the new normal for customer communication-intensive enterprises, such as banks, insurance providers, utilities, and others. This pivot toward improving CX... View More
What is disruption? Clayton Christensen in his book The Innovator’s Dilemma defined innovative disruption as a “process by which a product or service takes root initially in simple applications... View More
Merriam-Webster adds thousands of new words and phrases to the dictionary each year. Some recent additions include FOMO (fear of missing out), athleisure, and meet-cute. While it’s not yet officially... View More
Improving the customer experience is a key concern of every business, and delivering omni-channel communications is an essential requirement of these strategies. However, delivering transformation in this... View More
IDC defines digital transformation (DX) as the use of "3rd Platform" technologies (cloud, mobility, data analytics, and social business) to create value and competitive advantage through new offerings,... View More
Many firms in just about all industries have been struggling to keep pace with digital transformation in customer communications management (CCM). The pace of change has increased so dramatically that... View More
As we begin 2017, many enterprises are under pressure to improve their customer experiences. It is becoming increasingly common for enterprises to use customer journey mapping tools to understand the touchpoints... View More
US companies spend millions of dollars each year developing the best strategies and tactics to reach their target audience and increase sales. In fact, a survey on chief marketing officers (CMOs) found... View More
I am not sure if it was General Patton, Lee Iacocca, or Thomas Paine, but someone said, “Lead, follow, or get out of the way.” In any case, it’s time for customer experience (CX) thinking.... View More
Last time, I introduced the idea of employing a software as a service (SaaS) customer communications management (CCM) approach to meet the critical customer experience challenges that lie ahead in... View More
Several DOCUMENT Strategy articles have chronicled the rise of customer experience (CX) within enterprises over the past year or two, but CX has really moved from theory to practice recently. Many enterprises... View More
As companies grow, processes and systems that operate well at a certain capacity often cannot keep up with larger demand, which inevitably complicates workflows and slows operations
When we look at evolving customer communications, we often focus on improving the experience by adding new delivery channels, improving content by adding color and variable images based on the audienc
In a world where data breaches are a daily reality, safeguarding critical communications — like bills, invoices and healthcare documents — has become paramount. With sensitive personally identifia
A dashboard that consolidates data from all of your applications and systems into a single view is critical to optimizing performance and avoiding dangers
As companies strive to meet customer expectations, it’s no surprise that communications have become a focus to ensure customer needs are met and that customer experience is seamless across touchpoints
