As the pendulum continues to swing away from paper to eBilling, it is important to know the total value of eDelivery vs. paper. Clearly, there is a cost savings, turning a 50-plus cent bill into a fraction... View More
It’s around a decade ago that I took my first job in London. Now, London is a massive city. These days, I live over in East London–I hasten to add, not cool East London, more workaday East... View More
Years ago, there was a serious effort to bring customer communications management (CCM) into the broader enterprise content management (ECM) fold. While CCM stood for component content management back... View More
I recently returned from a visit to Call Center World in Europe, one of the largest trade shows covering customer relationship management (CRM), which is transitioning to customer engagement management... View More
If there is one thing that the technology industry has never been short of, then that would be big ideas. Regardless of how on many occasions, perhaps most, the realization of those ideas falls short of... View More
The term silo has become something of a stop word; a term that when we hear it or read it, we almost begin to lose concentration (or for that matter, consciousness) from what other part of the message... View More
With the 2014 DOCUMENT Strategy Forum almost here, it is a good time to reflect on the state of document management inside large organizations. Consider the mission of the three-day event in Greenwich,... View More
Surprise! Your company is not the center of the universe. Unfortunately, too many companies think of themselves as being the center of their customer\'s universe. While this “may” be true for... View More
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
Organizations have been dealing with digital technologies for decades, but the last five years have seen some remarkable leaps in capabilities that led directly to cost reductions and vast increases in... View More
\"The Potential Marketing Opportunity of Big Data.\" \"Large-Scale Customer Data Breaches.\" Stories like these have factored prominently in the business headlines thus far in 2014, placing companies’... View More
A recent survey by the DOCUMENT Strategy Forum of executives and senior managers revealed that prospective conference attendees ranked collaboration as the number one conference session choice. This is... View More
As we discussed in the first post about the Four Rights, the essential underlying tool is the need to develop an effective data collection strategy. Once we have some data patterns on our intended targets... View More
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
Given the constantly changing and evolving multimedia marketplace, the challenge is not just to reach out to the customer but also to open and maintain a dialogue that sustains the relationship. By creating... View More
I don't know about you, but I'm anticipating 2009 with a complex mix of trepidation and hopeful expectation. Just about everyone I know thinks that we'll be in a global recession throughout this year.... View More
Although the global economy may have turned a corner, consumer attitudes and behavior will play a major role in corporate profitability during the recovery. Companies trying to generate new opportunities... View More
Let's talk about fishing — a subject near and dear to my heart. From early spring until late October, if I'm not working, I'm fishing. There's nothing quite so exciting as watching a monster bass... View More
Test data strategy belongs in boardroom discussions, not buried in technical specifications. But here's what actually happens: executives assume IT has it handled, middle managers inherit whatever st
Despite their pivotal role in customer journeys, forms are still viewed by many organizations as operational overhead. In a digital-first era, that outdated view is a hidden drain on revenue and a gro
2026 isn’t a year of incremental improvements in customer communications. It’s the year AI stops assisting and starts acting, and for CCM practitioners
The current state of AI document processing follows a recognizable pattern. An organization crafts a prompt — often quite sophisticated with detailed instructions and examples — passes it to a lar
Here are the top 7 ways a dynamic, custom welcome kit can help you maintain and grow your membership rates, improve engagement and keep your members satisfied
