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
In this age of the Internet of Things (IoT), everything that can be connected will be connected. This means that information and content will be shared in real time between connected things. Behind the... 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
GMC Software Technology (GMC), the award-winning leader in Customer Communications Management (CCM) and output management will be sharing a host of innovative CCM solutions at DOCUMENT Strategy Forum ‘15,... 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
Looking at the 28 topics that DOCUMENT Media highlights for subscribers and knowledge management (KM) practitioners on its website, I couldn’t help but notice that some of them were direct contributors... 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
I recently attended an American Marketing Association meeting. The speaker, Jeff Hayzlett, author and host of C-Suite, spoke about why companies fail and succeed. His headline was \"Adapt, Change or Die,\"... 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
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
\"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
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
Many of the large insurance and financial services firms send as much as 100 million pieces of billing and statement mail each year. All are trying to reduce their print and mail expense budgets by going... 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
Electronic billing makes so much sense. Yet, two market traits surprise me: 1. 80% of all electronic payments start out as a paper invoice. 2. Businesses continue to apply the same strategies hoping to... View More
The age of the customer brings new forms of disruptive events that have redefined what business agility means for banks. Traditional events, such as business downturn, cost pressures and regulations, are... View More
It’s 2014, so why are digital document delivery and paperless adoption still thorny problems that seem like they should have been solved years ago? In a world where consumers adopt compelling new... View More
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
Robotic Process Automation (RPA) has long been recognized as a tool that clicks buttons faster than humans, excelling at repetitive tasks like moving files or exporting reports
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
