Articles Videos
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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
future_2015
Nov. 3 2015
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
revenue
Oct. 26 2015
The idea of using documents to speak to customers directly is nothing new. Since the late 90s, momentum has been building to use personalization and relevant messaging to connect more closely with customers.... View More
onesize_small
Sept. 9 2015
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
KPI_small
July 27 2015
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
Milleniallswork_small
July 9 2015
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
merge_small
March 12 2015
“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
engine
Dec. 4 2014
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
Sept. 29 2014
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
June 24 2014
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
June 5 2014
To address complex document capture and management needs in a transaction-based business environment, two new scanners are joining the successful KODAK SCANMATE family—the KODAK SCANMATE i1150 and... View More
TomRoberts_Blog5
April 29 2014
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
Friendsourcing
March 4 2014
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
  • In the transactional print world, there is a change happening, but nobody is talking about it
  • Clear, branded, engaging, and 100% accurate—these are the hallmarks of effective customer communications. Yet, for many organizations, creating them at scale remains a challenge
  • With increasing competition both in person and online, businesses have found a need to improve the customer experience throughout each transaction
  • The enduring relevance of document management in today's business world is remarkable — so much so that it has led to a notable shift in market categories. Leading research and advisory firm Gartne