While many industry pundits have focused on traditional enterprise content management (ECM) vendors transitioning from document management to content services platforms, a parallel, and potentially a more... View More
Everybody in the customer communications management (CCM) industry is talking about omni-channel. For some, it’s part of a larger digital transformation within the enterprise... View More
In early August, Quadient, a leader in the customer communications management (CCM) software market, introduced the latest addition to its CCM solution portfolio with ... View More
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
With its latest release of Quadient Inspire R12, global customer communications management (CCM) heavyweight Quadient has clearly set their sights on the digital experience. This enhanced offering also... View More
Anexinet Corporation announced the release of ListenLogic 3.0, which introduces over 20 new enhancements for efficiently gathering data across contact center records, social media posts, email conversations,... View More
At this year’s DOCUMENT Strategy Forum (DSF), which took place May 1-3 in downtown Chicago, there was a notable theme—the emerging trends disrupting the status quo at many organizations. Every... View More
Messagepoint Inc., a leader in developing and delivering innovative software and services within the Customer Communications Management (CCM) space, will be exhibiting at Document Strategy Forum ’17.... View More
Merriam-Webster adds thousands of new words and phrases to the dictionary each year. Some recent additions include FOMO (fear of missing out), athleisure, and meet-cute. While it’s not yet officially... View More
Improving the customer experience is a key concern of every business, and delivering omni-channel communications is an essential requirement of these strategies. However, delivering transformation in this... View More
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
In today’s 24/7 omni-channel world, consumers routinely have anytime, anywhere access to information about the brands, products, and services they’re interested in. It’s this access that... View More
There are many components to developing a modern, data-driven customer communications strategy, none of which are more challenging than securing full customer data and preferences. The difficulty lies... View More
When I joined this industry as a document designer in the mid-1990s, I used a script-based tool with limited capabilities to visually confirm changes that I made to a document. As a result, I spent a great... View More
For decades, customer communications management (CCM) has focused on outbound engagement, such as statements, explanations of benefits (EOBs) and annual notifications of changes (ANOCs), delivered in
When I think about how far customer communications have evolved, it’s clear that we’ve entered a new era, one where the regulated document is moving from being an artifact of a transaction
How much do I owe? How do I pay? Where’s my bill? Are any of your customers asking these questions? If so, it might be time to rethink your utility bills.
Economic pressures, regulatory shifts and evolving consumer expectations are converging to create a complex environment for health insurers. Amid this turbulence, many payers are hesitant to invest in
