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How Sweeping Regulatory Changes Will Impact Custom
Feb. 13 2017
Only the most fervent cord-cutters would be unaware of the many important political changes in 2016 and 2017. There were many, but some of the most important include the pro-Brexit vote in the UK, the... View More
Alternatives for Customer Communications - DOCUMEN
Jan. 12 2017
Many firms in just about all industries have been struggling to keep pace with digital transformation in customer communications management (CCM). The pace of change has increased so dramatically that... View More
Customer Journey Map and CCM
Jan. 10 2017
As we begin 2017, many enterprises are under pressure to improve their customer experiences. It is becoming increasingly common for enterprises to use customer journey mapping tools to understand the touchpoints... View More
top10of2016
Jan. 2 2017
If 2016 taught us anything, it was, "Expect the unexpected," and the document and information management industry was no exception. It was a year of tectonic shifts in the technology landscape that redefined... View More
unstructureddata
Dec. 13 2016
In this age of hyperconnectivity, it’s not about if we have data but about how we use this data to drive business outcomes and intelligent decision-making. There’s a lot of discussion on the... View More
ExceptionalCX
Dec. 5 2016
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
Line
Nov. 22 2016
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
Nov. 18 2016
Xerox expanded its portfolio of Communication and Marketing Solutions, and enhanced its Document Transaction Processing Services. Both services help large enterprises better manage front- and back-end... View More
sailing
Nov. 7 2016
Determining whether to shut down your internal print and mail operation and outsource to a print service provider can be a tough conversation—as opposed to keeping it in-house and potentially making... View More
CCM hybrid cloud
Nov. 1 2016
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
theory
Oct. 12 2016
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
chidt_phototour01
Oct. 11 2016
The DOCUMENT Strategy Forum (DSF) is excited to announce that its 2017 Conference will be held on May 1-3 at the Downtown Marriott on the Magnificent Mile in the heart of Chicago. DSF ’17 is the... View More
Oct. 4 2016
OpenText (NASDAQ: OTEX, TSX: OTC), a global leader in Enterprise Information Management (EIM), announced the latest version of OpenText Exstream. The new release offers the fastest, most reliable communications... View More
830x539_Terry
Oct. 3 2016
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
2
Sept. 27 2016
Around five years ago, I began to notice a significant gap between how we approach and talk about managing information and the subsequent container of that information—specifically, the communication... View More
Sept. 15 2016
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
Sept. 15 2016
GMC Software (GMC), a leader in Customer Communications Management, is looking forward to showcasing its GMC Inspire Mobile Advantage at Graph Expo, September 25-28, 2016 in Orlando at the Orange County... View More
Screenshot 2016-08-15 11.20.49
Aug. 15 2016
When we focus on improving customer engagement and customer experiences, we don’t always have the complete story. Some companies have dozens of channels to manage, including offline, online, and... View More
multidesign
Aug. 1 2016
Organizations of all sizes face tremendous challenges and pressures in providing seamless customer experiences through every channel of the customer’s preference. While engaging customers with relevant... View More
employeesdigital
July 28 2016
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
  • 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