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All Roads Lead to CX
April 18 2019
Building superior customer experiences has cast a long shadow at most organizations, as many scramble to transform their traditional business models around the customer. It’s also a topic that still... View More
4 Steps for Better Content for CX
March 11 2019
Many who read this publication are well aware of how complex it is to produce and manage certain types of customer communications. For example, take a look at a basic piece of correspondence. Just one... View More
Why Your AI Approach Is Wrong
March 4 2019
Artificial intelligence (AI) will remain a hot topic in 2019. To be clear, AI technology is impressive, and it will transform almost every aspect of information management—from document capture to... View More
Digital Communication and CX
Feb. 19 2019
Over the past few years, companies have started to pay an increasing amount of attention to their customer experience (CX) strategies. While the idea of businesses improving customer loyalty through a... View More
Forrester Says CCM Will Drive Digital Adoption
Jan. 30 2019
It’s been 30 years since the arrival of customer communications management (CCM)— technology that was developed to help enterprises manage their high-volume transaction printing. In 2019, CCM... View More
Cost of CCM
Jan. 8 2019
In the new year, customer communications will continue to be critical for improving customer experiences. As we shift customer communications to a strategic function in the enterprise, it's important to... View More
Integration
Jan. 4 2019
For those of us in traditional document management domains and highly regulated industries, the ways in which our business operations, products, and customer experiences have changed over the past 20 years... View More
Forms Rationalization
Oct. 16 2018
As the amount of data and documents increase at a dramatic rate, enterprises struggle with organizing and maintaining their forms and documents, leading to increased costs and poor customer experience.... View More
DSF18Boston
May 17 2018
Quadient, formerly GMC Software, the award-winning leader in Customer Communications Management (CCM), will be speaking and exhibiting on different areas critical to customer experience success at Document... View More
DOCStratNews
May 16 2018
The DOCUMENT Strategy Forum (DSF) is pleased to announce that its 2019 Conference will be held on May 7-9, 2019 at the Hilton Anaheim in California. For the past ten years, the DSF has blazed a path to... View More
830x539_Kasper
May 3 2018
In 2018, we will continue to see the convergence of customer communications management (CCM) within the digital customer experience (DCX) market. While customer communications technology is increasingly... View More
Customer-Centricity
March 13 2018
Over the past few years, there has been a great deal of discussion around transforming the organization to be truly customer-centric in everything that it does. This charge toward customer-centricity has... View More
CX Makeover
March 1 2018
In the first quarter of the year, we are still powered by some of the resolutions we set for the new year, which certainly includes our work in improving our communications to enhance the customer experience... View More
830x539_-Mindstream
Feb. 6 2018
Digitizing the customer experience (CX) no longer gives a company an edge, but instead, it's the key to survival. For almost a decade, organizations have been talking about how new digital channels not... View More
830x539_Kasper
Feb. 6 2018
Customer communications management (CCM) is an industry in transition. Last year, we witnessed further convergence of CCM with customer experience (CX) and saw new approaches in configuration and deployment... View More
Your Communications Inventory
Jan. 4 2018
In my last article, I discussed how clear and concise customer communications can dramatically improve your organization's customer experience (CX). Clarity is important. However, another critical aspect... View More
5 Questions to Ask for Your Customer Preference Ma
Dec. 19 2017
Organizations in every industry are recognizing that building strategies to manage the customer experience (CX) has become critical to their business success. Tracking and honoring customer preferences,... View More
830x539_David
Oct. 16 2017
Even after all these years, organizations still lack a consistent focus on improving employee experiences and engagement. Given that this is directly tied to customer experiences, it should be a no brainer... View More
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Oct. 11 2017
For the past several years, we dedicate our publication's Fall issue to the topic of information management. This is because we understand that information is a critical asset in delivering intelligent,... View More
4 Mammoth Trends in CX
Oct. 6 2017
Caught in the wake of customer experience (CX) giants like Amazon, Zappos, and Apple, companies in every industry, including heavily regulated ones, are recognizing that CX is becoming a more important... View More
  • Every day, large organizations face multiple challenges with the hundreds or thousands of pieces of mail received through the USPS and other carriers, documents that include general business mail, cus
  • Personalizing things is not new. We have engraved items and composed personal letters and communications for centuries, but can we do this economically and efficiently?
  • It’s no secret that digital channels have become foundational to the delivery of customer communications, with customers increasingly indicating mobile apps, SMS, email and other digital delivery me
  • Artificial intelligence’s (AI) emergence as a transformation catalyst has redefined the landscape of industries and processes
  • In today’s market, customers have more choices than ever. Robust internet access has made it easier to find alternative providers