Generative AI (GenAI) is set to revolutionize the Customer Communications Management (CCM) industry, driving profound changes in how businesses interact with their customers... View More
With millennials set to make up 75% of the global workforce by 2025, we wanted to break down how perspectives are shifting. Here are the four most important takeaways from this year’s survey... View More
Customer Experience (CX) is not a new concept. It’s been around long enough for some analysts to predict that Customer Experience is “out” and Customer Effort (CE) is “in”... View More
In today’s fast-paced world, patience is a rare commodity, especially when dealing with the cumbersome task of filling out forms. Whether paper or digital, forms are often seen as necessary evils
Measuring the success of your integrated marketing campaign should include a thorough, big-picture understanding of your efforts rather than simply reviewing individual channel data... View More
I have had the pleasure of working in the information management and process automation fields for near 40 years. During this time, I held many different positions, two of which really opened my eyes... View More
Personalizing things is not new. We have engraved items and composed personal letters and communications for centuries, but can we do this economically and efficiently?... View More
Customer communications surrounding accounts receivable (AR), particularly those regarding overdue payments and the initiation of collections, are among the trickiest to craft given the critical... View More
Customer experience is the heart of an organization’s relationship with its customers. Post-pandemic customer expectations are still higher than ever. Consumers want to be able to interact with orga
This article first appeared in the Fall 2023 issue of DOCUMENT STRATEGY.The term digital transformation is becoming something of a buzzword, but for many organizations this process is already well und
Looking for unconventional ways to motivate your employees to adopt a new system or create a livelier workplace? Discover what gamification is and how it can be applied... View More
In this Industry Trends Q&A, Ernie Crawford, President & CEO of Crawford Technologies, shares his thoughts on AI’s possibilities in CCM and CX as well as other recent trends... View More
As an avid movie goer, I regularly visit my local cinema for the latest release, blockbusters, or smaller independent films. Recently it occurred to me that my ticket purchase behavior had narrowed to
Ask a twentysomething if they pay all their bills online and they’ll respond: Is there another way to pay? For a typical 25-year-old, the digital world and real world are intertwined. Born between... View More
Decreasing attention spans. Digital fatigue. Content overload. How effectively are you communicating with your customers?The disruption of the last two years has sparked lasting changes in the expecta
When it comes to modern business, the customer is king. Finding buyers for any product — whether a pair of shoes or a multimillion dollar software package — is increasingly difficult and expensive
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
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.
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
Resistance to change is a familiar challenge in any transformation initiative, but it becomes especially entrenched in document-heavy environments. These are the systems and workflows that have been b
