There have been a number of articles on how to win customers, namely, in this unsexy business of electronic document management (EDM) or electronic content management (ECM). It is, indeed, a difficult... View More
The term “digital transformation” is thrown around a lot by technologists, industry analysts and strategy consultants, so much so that it’s fast becoming ubiquitous. Yet, do we know much... View More
Every day, people look at their smartphones more than 150 times on average. We are using smartphones to work; to shop; to take pictures and videos; to interact with our colleagues, friends and family;... View More
Of course not, but... Every year, I interview high school students for my undergraduate university. The school gives me the contact information, email addresses and phone numbers so I can set up an interview... 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
At the top of the list for critical business initiatives is, certainly, revenue growth. Financial services, along with other service-based industries, are realizing, however, that their greatest opportunity... View More
Remember when you used to be able to go to your local grocery store? They were small and modest by today’s standards, but they knew you when you came in and suggested the best steaks or picked out... View More
Many of the 2015 articles about customer communications focused on the benefits of thinking about customer experience. In 2016, information technology (IT) project owners will be moving customer experience... View More
GMC Software Technology (GMC), a leader in Customer Communications Management (CCM), released a study it commissioned from Forrester Consulting to evaluate how financial services are improving their customer... View More
The state of collaboration has forever been changed—no longer is the technology provider determining what capabilities people need. People are determining this for themselves, dictating what capabilities... View More
As I returned home from what was my last business trip of 2015, I was thinking about the year that passed. It was an incredible year for customer communications, and I was able to connect with communication... View More
The inexorable march toward customer experience and engagement strategies sweeping though organizations of all industries is changing the way we think and operate as businesses. Gartner predicts, “By... View More
It doesn’t take much. Some ill-advised, off-the-cuff change in language can damage a public figure’s image overnight, making him or her seem dishonest, insensitive, or ignorant. Skilled polit
Digital transformation has moved up in the list of enterprise priorities for good reason, but getting beyond the standard pundit exhortations to go “digital first” means answering a practical... View More
As we enter the final stages of 2015, I reflect upon what has been happening in the collaboration space. We’ve seen the emergence of mobile collaboration and its impact on how people work. The workforce... View More
The next big thing in customer communications might well be personalized video. While the idea of videos that deliver content relevant to each customer’s situation and needs isn’t new, so far,... View More
As the concept of customer experience management (CEM) appears as a way to improve customer experience (CX), many enterprises are undergoing exercises in customer journey mapping. These sessions can involve... View More
Competition among companies in all industries has never been more intense when it comes to acquiring and retaining customers—and technology will certainly play a central role as these organizations... View More
We are arriving at the end of 2015, and this usually leads to a number of wishes considering the year to come. This article suggests 10 wishes for next year’s business success. One, “I will... View More
Autumn is that time of year where it is incumbent upon us in the industry to deliver both our predictions and forward-thinking vision of the future and our writing coverage plans for the following year... View More
Big or small, these changes are incredibly costly and time consuming to implement, hampering agility and efficiency of marketing and customer management teams
To think about AI in terms of previous multiplicative measurements of data growth and tech capability like Moore’s Law is delimiting. Incremental improvements don’t produce breakthroughs
Enterprise content management (ECM) is a strategic approach to managing an organization's information, supporting processes for creating, capturing, delivering and archiving content
As we stand at the forefront of a rapidly changing digital landscape, customer communications management (CCM) is facing a critical inflection point. The way businesses communicate with their customer
