The inexorable march toward customer experience and engagement strategies sweeping though organizations of all industries is changing the way we think and operate as businesses. Gartner predicts, “By... View More
As the concept of customer experience management (CEM) appears as a way to improve customer experience (CX), many enterprises are undergoing exercises in customer journey mapping. These sessions can involve... View More
Competition among companies in all industries has never been more intense when it comes to acquiring and retaining customers—and technology will certainly play a central role as these organizations... View More
Autumn is that time of year where it is incumbent upon us in the industry to deliver both our predictions and forward-thinking vision of the future and our writing coverage plans for the following year... View More
The idea of using documents to speak to customers directly is nothing new. Since the late 90s, momentum has been building to use personalization and relevant messaging to connect more closely with customers.... View More
As you might have noticed, our special GRAPH EXPO/ARMA 2015 issue represents the sometimes-contentious marriage of two worlds—print and digital. While they’re not necessarily the yin to each... View More
Improving customer experience is a key priority for enterprises today. To improve something, you need to have the ability to measure it. Based on your objective, measurement methodologies for... View More
I recently ran across a blog by Michael Fitzgerald, a senior analyst at the research and consulting firm Celent, commenting on millennials and their influence on today’s customer experience in the... View More
“Organizations which unify customer communications management (CCM) and web content management (WCM) will receive higher value and improve customer experience versus organizations that keep CCM and... View More
Content marketing continues to be a hot topic in the marketing world. While the term can mean many things to many people, we’ll take the word of industry expert and founder of the Content Marketing... View More
GMC Software Technology (GMC), the award-winning leader in Customer Communications Management (CCM) and output management, released a report via the Novarica Research Partners Program, indicating that... View More
Leader in mobile and voice customer service, SpeechStorm (www.speechstorm.com), has collaborated with automated customer experience testing software provider, Cyara (www.cyara.com), to develop ‘S-Connect... View More
To address complex document capture and management needs in a transaction-based business environment, two new scanners are joining the successful KODAK SCANMATE family—the KODAK SCANMATE i1150 and... View More
There is a lot of buzz and plenty of buzzwords around the idea of improving your company\'s customer experience. Today, this communication is occurring across a wider variety of devices, platforms and... View More
In a recent survey conducted by the DOCUMENT Strategy Forum, executives, senior managers and program managers reported that the single most important benefit they are seeking to improve is the customer... View More
In today's fast-paced world, organizations face increasing pressure to optimize productivity and streamline operations. The introduction of Microsoft Copilot represents a quantum leap forward in enterprise productivity, offering a powerful tool that integrates...
In today's fast-paced world, effective customer communication is not just a business obligation — it's a crucial part of the customer experience. Unfortunately, many organizations are bogged down
Clear, branded, engaging, and 100% accurate—these are the hallmarks of effective customer communications. Yet, for many organizations, creating them at scale remains a challenge
