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
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
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
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
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
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
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
We have written about the fundamental changes sweeping across the customer communications management function for the last several years. Customer experience and the way we engage our customers has challenged... View More
You do not have to search hard to find recent examples of insurance companies announcing a focus on customer experience. For example, the major US health insurer, Aetna, recently opened two in-house multicultural... View More
Many of the 2015 articles about customer communications focused on the benefits of thinking about customer experience. In 2016, information technology (IT) project owners will be moving customer experience... View More
GMC Software Technology (GMC), a leader in Customer Communications Management (CCM), released a study it commissioned from Forrester Consulting to evaluate how financial services are improving their customer... View More
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
