A critical precondition for any digital transformation strategy is selecting the right technology. Yet, industry surveys suggest that more than half of all projects fail to identify the best solution for... View More
2017 was a turbulent year for many enterprise buyers, as we continued to see major shifts in the technology marketplace. Market consolidation, accelerated migration to the cloud, and a growing shift to... View More
If you are researching the topic of document management, there are many white papers, articles, books, presentations, etc. about document management systems and technology, but there are few focused on... View More
How prepared are you for a disaster? As we leave hurricane season behind us and make way for the winter storms ahead, consider that a disaster can also include a burst water pipe, fire, wind, and other... View More
This article appears in the Fall 2017 digital issue of DOCUMENT Strategy. Subscribe.There is a new specification on the block for managing electronic records. In August, the National Archives and... View More
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
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
The current approach to cybersecurity is retroactive. Many organizations naïvely believe they aren’t targets and that investing in cybersecurity is futile. With cyber attacks becoming more prominent,... View More
This past week, customer communications management (CCM) powerhouse GMC Software announced its integration into a new division of parent company Neopost, operating under the name of Quadient... View More
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
There is a lot of noise today about information governance (IG). I say noise because, at times, that is what it sounds like—lots of folks talking about IG this and IG that and lots of executives... View More
The change in the enterprise content management (ECM) market is a reality. In fact, it’s been happening for some time. ECM has become a service. New vendor landscapes have emerged to support documents... View More
Let’s go back to the basics, since there is a high level of confusion around the concepts of information management, namely, the eternal relationship between data, information, and knowledge. Before... View More
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
The new enterprise content management (ECM) system has been implemented, users trained, documents migrated, and everyone is happily working. Three months later, the human resources (HR) department needs... View More
If you're a buyer or seller of customer communications management (CCM) solutions, you're living in a great time—a time of great opportunity to radically improve communication processes, communication... View More
There’s a lot of talk about the change in enterprise content management (ECM). There’s change in the name of ECM: One camp wants to call it “Content Services” and another “Intelligent... View More
Every year, hundreds of customer communications and information management leaders gather at DOCUMENT Strategy Forum (DSF) to discuss the state of their document strategies. Due to complexity, organizational... View More
In many cases, the laws related to accessibility have important implications for the customer communications you provide to the public. Consumers routinely get credit card statements, insurance policy... View More
Text analytics is a rather new concept in enterprise content management (ECM) and document management. Many organizations are using automatic categorization or classification of content, but this is only... View More
In today's fast-paced world, organizations face increasing pressure to optimize productivity and streamline operations. The introduction of Microsoft Copilot represents a quantum leap forward in enterprise productivity, offering a powerful tool that integrates...
In today's fast-paced world, effective customer communication is not just a business obligation — it's a crucial part of the customer experience. Unfortunately, many organizations are bogged down
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
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