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
CCM has come a long way since its early days when the industry was exclusively focused on document composition and print communications. Fast forward 30 years and the industry looks very different. Fr
We saw the inception of customer communications management (CCM) systems about 20 years ago when what was then known as document composition software evolved to include significant personalization... View More
The push to digital experiences will continue to grow as digital-savvy consumers demand that communications, invoices and, in general, customer service be available to them via their phones. That brin
While most companies recognize the need for digital communications, the majority fail to move beyond email and PDF versions of printed documents... View More
Every line of business in the insurance industry has segment-specific communication challenges. Add reinsurance, and you compound the challenge of creating the best communication for each type of inte
For many industries, business models that worked in the past don't work as well today. Most every business scrambled during the pandemic. Organizations needed to rapidly change to a digital first foc... View More
When giving consideration to the communications that support your customer experience strategy, it’s important to have a clear understanding of the long-term impact of your choices... View More
In the midst of shifting workforces, rapidly evolving customer expectations and newly emerging channels, upgrading to cloud-based B2C communications solutions has never been more attractive... View More
If you have fragmented technologies and workflows, you’ll have a hard time reaping the benefits that multichannel communications has to offer. Why?... View More
You’ve been pivoting without stopping. You’ve thought you arrived at a “new normal” three times in two years. You’ve been introduced to new colleagues that need new integrations.... View More
This pandemic has taught us to rethink how we accomplish basic and fundamental activities, like dining, socializing, shopping, learning and yes, even working... View More
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
As companies grow, processes and systems that operate well at a certain capacity often cannot keep up with larger demand, which inevitably complicates workflows and slows operations
When we look at evolving customer communications, we often focus on improving the experience by adding new delivery channels, improving content by adding color and variable images based on the audienc
In a world where data breaches are a daily reality, safeguarding critical communications — like bills, invoices and healthcare documents — has become paramount. With sensitive personally identifia
