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
Corporations are a class of life on planet Earth, along with humans, the animal species, the vegetal world and the planet itself (with its own sub-classes of seas, mountains, wind, oxygen and whatnot).... View More
When we talk about customer communication strategy, the most common topic is the context of the communication. We can start by looking at the context of the pressures you face in terms of "more and less."
If 2016 is anything like every other year, your news feed in the new year will start off with tweets, posts and articles about “Trends in Communications for 2016.” For all the buzz on the upcoming
For the past 12 months, Dr. Joe Webb, director of WhatTheyThink's Economics and Research Center, has been detailing a significant uptick in commercial printing shipments over year-ago numbers. In his... View More
As you might have noticed, our special GRAPH EXPO/ARMA 2015 issue represents the sometimes-contentious marriage of two worlds—print and digital. While they’re not necessarily the yin to each... View More
The GMC team is having many discussions lately about the future of communications, and we started talking about the exciting short- and long-term communication opportunities of wearables, Internet of things,... View More
In an earlier post, I discussed the growing importance of workplace experience for the largest demographic in organizations today—millennials. Wanting a collaborative work culture and... View More
The DOCUMENT Strategy Forum is excited to announce that its 2016 Conference will officially kick off with an Opening Keynote Address, featuring Maria Boos, Group Director, Simplification... View More
Summer here in London sometimes catches out visitors to the city. As usual, the city received its sudden hot snap—10 degrees centigrade above the normal summer average—for a week or so, and... View More
Nearly every day, I read about companies struggling to grow revenue. So, what do they do? They resort to corporate restructuring (they sell assets, spin off a division, set up a real estate investment
I find that there’s a “Zen” thing going on when it comes to content marketing—your ultimate goal is to generate a lead for your sales team. However, to most effectively do this,... View More
Disruption has become the new industry buzzword these days. At every conference I’ve attended this year, “disruption” or “digital disruption” finds its way into the keynote.... View More
Improving customer experience is a key priority for enterprises today. To improve something, you need to have the ability to measure it. Based on your objective, measurement methodologies for... View More
Well, the 2015 DOCUMENT Strategy Forum has come and gone, and it’s time to reflect on what we heard and learned from the conference. The overall reviews from our participants showed a... View More
Remember the last time you filled out a mortgage application? If you're like most people, you probably spent hours wrestling with confusing forms, deciphering legal jargon and hunting down supporting
As we reach the midpoint of the decade, it’s clear that the 2020s are testing business leaders with a drive to leverage emerging technologies, evolving customer expectations and a more complex regulatory environment
Over the past 2 short years, the communications industry has been at the forefront of technological innovation, shaping how we connect, share and understand the world around us. Among the plethora of
Efficient document management is essential in high-volume customer support centers, where handling errors can lead to costly mistakes, compliance risks and dissatisfied customers
Most customers prefer digital communications due to convenience. Digital communications arrive faster, enable interactivity and allow for immediate payment options. However, digital customer communica
