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
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
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
For more than a decade, personalization has been the dominant narrative in customer experience. Organizations invested heavily in understanding their customers. They built data lakes. They deployed an
In 2026, many organizations are still trying to meet modern expectations with yesterday's siloed content operating model. Until that changes, the gap between what customers expect and what organizations can deliver will continue to widen
Test data strategy belongs in boardroom discussions, not buried in technical specifications. But here's what actually happens: executives assume IT has it handled, middle managers inherit whatever st
Despite their pivotal role in customer journeys, forms are still viewed by many organizations as operational overhead. In a digital-first era, that outdated view is a hidden drain on revenue and a gro
