Articles Videos
Clear Communications
Oct. 2 2017
Recent research by Forrester examined the impact that clear communications had on customer experience (CX) scores for organizations in a number of industries. It may come as no surprise that the results... View More
Digital Maturity
Sept. 22 2017
Successful companies have a customer-centric view, providing a rich experience at every interaction. However, a lot of organizations fail to deliver an excellent, consistent customer experience (CX) because... View More
DSF18_FbookMobole640x360
Sept. 12 2017
DSF ’18 is pleased to announce the 2018 Advisory Board, a group of forward-thinking executives charged with creating, managing, and directing the overall education program at the annual Conference.... View More
DOCStratNews
Sept. 7 2017
Adobe (NASD "ADBE") and Microsoft Corp. (Nasdaq "MSFT") recently delivered their first set of joint solutions to help enterprises transform their customer experience with Adobe Experience Cloud, Microsoft... View More
Questions for Journey Map
Aug. 22 2017
Over the past year, I’ve been lucky enough to be invited to several leadership discussions about customer experience (CX) programs at some major banks, insurers, and service providers. Once a CX... View More
GettyImages-489120116
Aug. 3 2017
In light of the recent focus on customer experience (CX) and customer journey mapping, enterprise leaders in sales and marketing have to refocus their strategies around multiple customer journeys and across... View More
Toucpoint Management
June 14 2017
As a customer-centric business, decisions should always be made based on the benefits for customers. This requires a precise understanding of the customer experience at various interaction touchpoints... View More
CXM and SharePoint
June 12 2017
A customer relationship management (CRM) system knows everything about customers; a SharePoint solution can master collaboration. By uniting the capabilities of these two platforms, organizations can double... View More
Integration
May 30 2017
I’ve been doing a lot of research lately on the shift to conversational experiences as a way to enhance customer and employee engagement. We are witnessing enterprise communications and collaboration... View More
Reinventing CCM Technology
May 18 2017
Approximately, five years ago, there was an explosion of research, articles, blogs, and other commentary on the topic of customer experience (CX). Working for a customer communications management (CCM)... View More
DSF 2017
May 17 2017
At this year’s DOCUMENT Strategy Forum (DSF), which took place May 1-3 in downtown Chicago, there was a notable theme—the emerging trends disrupting the status quo at many organizations. Every... View More
April 26 2017
GMC Software, the award-winning leader in Customer Communications Management (CCM), announced today it is speaking and exhibiting at Document Strategy Forum ‘17 to be held May 1-3 in Chicago. GMC... View More
April 25 2017
The DOCUMENT Strategy Forum (DSF) is pleased to announce that its 2018 Conference will be held on May 21 - 23, 2018 at the Marriott Copley Place in Boston. For the past nine years, the DSF has blazed a... View More
CX KPIs _Part 2
April 6 2017
Focusing on customer experience (CX) has become the new normal for customer communication-intensive enterprises, such as banks, insurance providers, utilities, and others. This pivot toward improving CX... View More
Future of CCM - DOCUMENT Strategy
April 6 2017
There are many changes in the customer communications marketplace today. As a result, many are left with some big questions: What trends will affect organizations most significantly? What are the capabilities... View More
Problem with Personas - DOCUMENT Strategy
April 6 2017
Marketing is becoming more complex with an increasing number of channels, varied experiences, and immense volumes of data. In response, a strategy that organizations have adopted is to develop customer... View More
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April 6 2017
What is disruption? Clayton Christensen in his book The Innovator’s Dilemma defined innovative disruption as a “process by which a product or service takes root initially in simple applications... View More
CCM Fuels Engagement - DOCUMENT Strategy
April 5 2017
Merriam-Webster adds thousands of new words and phrases to the dictionary each year. Some recent additions include FOMO (fear of missing out), athleisure, and meet-cute. While it’s not yet officially... View More
Legacy Systems Restrict Customer Experience Improv
March 14 2017
Improving the customer experience is a key concern of every business, and delivering omni-channel communications is an essential requirement of these strategies. However, delivering transformation in this... View More
Drive Digital Transformation by Transforming Conte
Feb. 28 2017
IDC defines digital transformation (DX) as the use of "3rd Platform" technologies (cloud, mobility, data analytics, and social business) to create value and competitive advantage through new offerings,... 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