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
GMC Software (GMC), a leader in customer communications management, today announced the general availability of GMC Inspire R10. GMC Inspire R10 brings a solution to the market that has... View More
| #8 TOP READ — Customer preference is about doing business with the customer—in a way that works for the customer. So, why do most conversations about customer preference almost instantly... View More
It is fascinating that more and more people are going to universities to gain specialized skills in all sorts of different areas, as well as moving onto master’s and doctorate degrees, which require... View More
Watch this short video with our Editor Allison Lloyd for this quick review of Gartner's 2015 Magic Quadrant for the CRM Customer Engagement Center and the trends for customer engagement... View More
One of my favorite magazines is Architectural Digest. I like it because it portrays design as more than just creating something amazing. The designers featured in the magazine realize design is all about... View More
Radical transformations in customer communication are underway in almost every industry segment. We heard it firsthand from insurers, banks, service providers, governments and utilities during the 2015... View More
The term customer communication management (CCM) has always been something of a misnomer in my mind—a cumbersome, 11-syllable phrase to describe composing and distributing bills, statements, policies... View More
With all the hype about Big Data and predictive analytics, we are seeing a plethora of technology providers tout how great their analytics capabilities are. Analytics is the new black! Predictive analytics... View More
Customers are the lifeblood of any business. If a business fails to serve its customers well, the business itself will ultimately fail. It is this old wisdom that is driving businesses forward to invest... View More
I think it would be safe to say that most everyone in financial services, insurance, healthcare, utilities or any other industry vertical that needs to consistently communicate with its customers knows... 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
Kaspar Roos, Director for InfoTrends’ Customer Engagement Technology service, will be speaking at the DOCUMENT Strategy Forum, taking place May 12-14, 2015 in Greenwich, CT. Roos will present on... View More
Insurance organizations make very substantial investments to attract new customers and reach new markets, only to risk losing loyalty as a result of poor customer communications that can erode customer... View More
For the last two years or so, a shift has been occurring—and a gap developing—in the customer communications management (a.k.a., document automation) market. More and more analysts, vendors... View More
I've been focusing a lot on engagement lately, whether that be employees or customers. Hey, people do indeed make the world go round! I want to focus this piece, though, on the impact of leadership on... View More
You have spent (and continue to spend) hundreds of thousands of dollars on your website. You have a full-time staff to update the content, monitor traffic and enhance your site. The site is good, or very... View More
Over the past five years, many financial institutions have put in the work to “make the shift,” investing heavily in digital technologies from back-end systems to marketing platforms
For years, omnichannel communications have been designed around customer preferences across the journey and have been positioned as a strategic advantage by vendors and print service providers (PSPs)
Artificial intelligence (AI) is such a fast-moving piece of technology that it is hard to keep up with everything that it can do. The features that are front end center are the multimedia production c
Trust is the foundation of every strong customer relationship, but it’s fragile. It can take years of consistent positive interactions to build, and only one or two poor experiences to undo. The mos
