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omnichannel
July 8 2016
I attended the DOCUMENT Strategy Forum (DSF ’16) in Chicago and, as usual, found the meeting to be very insightful. The quality of the discussions was excellent, and the messaging was consistent... View More
Customer Experience
July 6 2016
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
2
June 29 2016
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
digital_ecm
June 28 2016
Digital transformation has been a buzzword for quite some time, and it’s easy to see why. It’s hard to empower revenue streams, reinvent customer experience, or launch breakthrough products... View More
CX_Opentext
June 27 2016
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
digitalcommunications
June 21 2016
Digital communications have exposed a company to huge fines as well as public embarrassment and customer attrition. These dangers are not new. Traditional paper communications could have had the same effect.... View More
June 15 2016
Hundreds of senior executives gathered at DSF ‘16 (DOCUMENT Strategy Forum) in Chicago this past May 10-12, 2016 to discuss topics such as customer experiences, digital strategies for communications,... View More
learning
May 13 2016
In Chicago this past week, hundreds of senior executives gathered at DSF ‘16 (DOCUMENT Strategy Forum) to discuss their own strategic journeys and how they are being impacted by industry trends like... View More
CXecosystem
May 3 2016
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
830x539_David
April 21 2016
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
830x539_Maria
April 19 2016
While the notion of “digital transformation” is not new, it is still misunderstood. Part of the problem is that there’s no universal definition. When you hear the phrase, it could be... View More
IDC CCM
April 5 2016
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
insurance
March 30 2016
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
pattern
Feb. 25 2016
In customer communications, your business correspondence should ultimately improve the customer experience, providing content that engages the recipient in a consistent way. However, achieving this goal... View More
CX_future
Feb. 4 2016
At the top of the list for critical business initiatives is, certainly, revenue growth. Financial services, along with other service-based industries, are realizing, however, that their greatest opportunity... View More
practice
Jan. 27 2016
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
Jan. 25 2016
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
2
Dec. 24 2015
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
customerjourney
Dec. 1 2015
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
digitalforms
Nov. 24 2015
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
  • 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