Articles Videos
10 Processes for RPA
June 20 2019
Organizations have more opportunities than ever before to improve their business processes—or totally rethink them. Robotic process automation (RPA) and ... View More
Why a Quick Fix to Compliance is Hurting Your CX S
June 7 2019
Customer communications management (CCM) systems are complicated to implement and maintain for a variety of reasons, but one of the most powerful external forces that adds complexity to these applications... View More
Embrace Voice Assistants and Chatbots
May 28 2019
As voice-enabled devices (like Alexa, Google Home, or Siri) continue to penetrate more and more households, there are tremendous opportunities for businesses to use these capabilities to better serve their... View More
OpenText Exstream Previews New Web-Based Communica
May 21 2019
In a sneak peek of its latest version 16.6, enterprise information management leader OpenText offered a preview of the latest self-service innovations to its market-leading customer communications management... View More
What IT Leaders Need to Know About Cloud and Data
May 15 2019
In information technology (IT) departments around the world, discussions around cloud migration and data privacy dominate the conversation. Consumers expect... View More
DSF 2020_web
May 14 2019
After successfully venturing to the West Coast for the first time in 11 years, DOCUMENT Strategy Forum (DSF) is returning to where it all began–Chicago, IL. DSF ’20 Chicago will be held on... View More
830x539_Scott
May 10 2019
As we bring our document applications into the omni-channel era, it’s critical to understand several important questions before starting any major redesign of your customer communications... View More
830x539_James
May 9 2019
Customer communications have transformed into conversations. This is because outbound marketing monologues are being replaced by customer-initiated dialogues. For brands, this means taking another look... View More
All Roads Lead to CX
April 18 2019
Building superior customer experiences has cast a long shadow at most organizations, as many scramble to transform their traditional business models around the customer. It’s also a topic that still... View More
4 Steps for Better Content for CX
March 11 2019
Many who read this publication are well aware of how complex it is to produce and manage certain types of customer communications. For example, take a look at a basic piece of correspondence. Just one... View More
Why Your AI Approach Is Wrong
March 4 2019
Artificial intelligence (AI) will remain a hot topic in 2019. To be clear, AI technology is impressive, and it will transform almost every aspect of information management—from document capture to... View More
Digital Communication and CX
Feb. 19 2019
Over the past few years, companies have started to pay an increasing amount of attention to their customer experience (CX) strategies. While the idea of businesses improving customer loyalty through a... View More
6 Reasons CCM Budget
Feb. 5 2019
While our enterprise budgets for 2019 might be on track, it’s important to look at the projects that often don’t make the annual plan year after year. Customer communication management (CCM)... View More
Forrester Says CCM Will Drive Digital Adoption
Jan. 30 2019
It’s been 30 years since the arrival of customer communications management (CCM)— technology that was developed to help enterprises manage their high-volume transaction printing. In 2019, CCM... View More
IDC Automation Survey
Jan. 17 2019
By now, most organizations understand that embarking on a digital transformation journey is tantamount to their ability to compete in a changing and dynamic marketplace. At IDC, we expect the worldwide... View More
CCM in 2019
Jan. 10 2019
With 2018 behind us, it’s that time of year when we reflect on the past developments that took place in our industry and to speculate on the technology innovations yet to come. We saw the emergence... View More
DOCUMENT Strategy Most-Read Stories of 2018
Dec. 20 2018
2018 was quite the wild ride for enterprise technologists, as organizations tried to separate fact from fantasy. It's clear that the freight train known as artificial intelligence (AI) can't be stopped,... View More
Capture and Scanning
Dec. 12 2018
Capture is a term most commonly recognized in the enterprise content management (ECM) segment as the scanning of paper documents. Today, it has expanded to include all types of information—both scanned... View More
DOCUMENT Strategy Forum 2019
Dec. 10 2018
One of the topics critical to your success in 2019 and beyond will be the integration of technologies. Even more important, we must find ways to foster collaboration between the teams that use these various... View More
Legal Hold
Nov. 28 2018
For many organizations, one of the key drivers to invest in records management and information governance initiatives is to balance recordkeeping risks in discovery during litigation. In normal business... View More
  • I have had the pleasure of working in the information management and process automation fields for near 40 years. During this time, I held many different positions, two of which really opened my eyes
  • Generative AI (Gen AI) has captured the imagination of industries worldwide, but the true potential lies in its practical applications
  • Digital Asset Management (DAM) is a system designed for organizing, storing and retrieving media files and managing digital rights and permissions. DAM systems have become a core component of creative
  • Is Generative AI tipping the scales in favor of building Enterprise Content Management (ECM) software, or will it ever get to that point?
  • Information technology has undergone a major transformation in recent years, sparked by the rise of “big data.”