Marketing is becoming more complex with an increasing number of channels, varied experiences, and immense volumes of data. In response, a strategy that organizations have adopted is to develop customer... 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
Only the most fervent cord-cutters would be unaware of the many important political changes in 2016 and 2017. There were many, but some of the most important include the pro-Brexit vote in the UK, the... 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
If 2016 taught us anything, it was, "Expect the unexpected," and the document and information management industry was no exception. It was a year of tectonic shifts in the technology landscape that redefined... View More
In this age of hyperconnectivity, it’s not about if we have data but about how we use this data to drive business outcomes and intelligent decision-making. There’s a lot of discussion on the... 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
Xerox expanded its portfolio of Communication and Marketing Solutions, and enhanced its Document Transaction Processing Services. Both services help large enterprises better manage front- and back-end... View More
Determining whether to shut down your internal print and mail operation and outsource to a print service provider can be a tough conversation—as opposed to keeping it in-house and potentially making... 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
The DOCUMENT Strategy Forum (DSF) is excited to announce that its 2017 Conference will be held on May 1-3 at the Downtown Marriott on the Magnificent Mile in the heart of Chicago. DSF ’17 is the... View More
OpenText (NASDAQ: OTEX, TSX: OTC), a global leader in Enterprise Information Management (EIM), announced the latest version of OpenText Exstream. The new release offers the fastest, most reliable communications... View More
Since 2009, I’ve conducted an annual survey to understand the impact of digital experience and digital adoption on print. The surveys have evolved over the years, but they always ask a number of... View More
Around five years ago, I began to notice a significant gap between how we approach and talk about managing information and the subsequent container of that information—specifically, the communication... View More
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
Big or small, these changes are incredibly costly and time consuming to implement, hampering agility and efficiency of marketing and customer management teams
To think about AI in terms of previous multiplicative measurements of data growth and tech capability like Moore’s Law is delimiting. Incremental improvements don’t produce breakthroughs
