In the first quarter of the year, we are still powered by some of the resolutions we set for the new year, which certainly includes our work in improving our communications to enhance the customer experience... View More
Digitizing the customer experience (CX) no longer gives a company an edge, but instead, it's the key to survival. For almost a decade, organizations have been talking about how new digital channels not... View More
Customer communications management (CCM) is an industry in transition. Last year, we witnessed further convergence of CCM with customer experience (CX) and saw new approaches in configuration and deployment... View More
In my last article, I discussed how clear and concise customer communications can dramatically improve your organization's customer experience (CX). Clarity is important. However, another critical aspect... View More
Organizations in every industry are recognizing that building strategies to manage the customer experience (CX) has become critical to their business success. Tracking and honoring customer preferences,... 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
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
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
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
