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
e-Spirit Inc., the leading expert in content and customer experience management, today introduced FirstSpirit CaaS, a content-as-a-service (CaaS) solution that helps companies monetize content by streamlining... View More
GMC Software (GMC), a leader in Customer Communications Management, is looking forward to showcasing its GMC Inspire Mobile Advantage at Graph Expo, September 25-28, 2016 in Orlando at the Orange County... View More
When we focus on improving customer engagement and customer experiences, we don’t always have the complete story. Some companies have dozens of channels to manage, including offline, online, and... View More
Organizations of all sizes face tremendous challenges and pressures in providing seamless customer experiences through every channel of the customer’s preference. While engaging customers with relevant... View More
Customer expectations are at an all-time high, placing added pressure on organizations everywhere. In turn, organizations have high expectations of their employees—to do their jobs quickly, accurately,... View More
I attended the DOCUMENT Strategy Forum (DSF ’16) in Chicago and, as usual, found the meeting to be very insightful. The quality of the discussions was excellent, and the messaging was consistent... View More
Faced with maturing markets and increased competition, many companies are seeking to differentiate themselves by enhancing their customer experience, but those efforts might be misguided. That’s... View More
Over the last several years, the fervor around the “customer experience” has only exponentially increased. Why? It’s becoming clear that it’s tied to an attention-grabbing outcome—yes,... View More
Digital transformation has been a buzzword for quite some time, and it’s easy to see why. It’s hard to empower revenue streams, reinvent customer experience, or launch breakthrough products... View More
OpenText Corporation, Canada’s largest software company with roughly $2B in global sales, announced it is buying HP Exstream for $315M. Exstream is a market-leading customer communications management... View More
Digital communications have exposed a company to huge fines as well as public embarrassment and customer attrition. These dangers are not new. Traditional paper communications could have had the same effect.... View More
Hundreds of senior executives gathered at DSF ‘16 (DOCUMENT Strategy Forum) in Chicago this past May 10-12, 2016 to discuss topics such as customer experiences, digital strategies for communications,... View More
In Chicago this past week, hundreds of senior executives gathered at DSF ‘16 (DOCUMENT Strategy Forum) to discuss their own strategic journeys and how they are being impacted by industry trends like... View More
The title of this article is a rework of a quote from noted astrophysicist and author Neil deGrasse Tyson, PhD, who said, “The universe is under no obligation to make sense to you.” This same... View More
In his famous management book first published in 1954, The Practice of Management, Peter F. Drucker stated, “The goal of a business is to create and keep customers.” Today, more than 60 years... View More
While the notion of “digital transformation” is not new, it is still misunderstood. Part of the problem is that there’s no universal definition. When you hear the phrase, it could be... View More
The rapid expansion of artificial intelligence (AI) has ushered in an era of unprecedented data collection, processing and utilization. While this has propelled innovation, efficiency and convenience
Across the globe, organizations are seeking to better cater to increasingly diverse customer populations. In the United States, for example, the number of non-English speakers has tripled over the las
A recent article on Chiefmartec asked an interesting question about automation in marketing: Is automation making things more efficient for the company or the customer? The example they gave is someth
