We often talk about the value of simplicity in terms of clarity. For example, is a letter or form easy to understand? Does it use plain language? Is the information well organized? While clarity is important,... View More
Every year, we post our list of the top communication trends expected to make the biggest impact on the industry. I think it's important to hold myself accountable for the predictions we've set—sometimes... View More
Customer management technology firm Glassbox announced the closing of a $25 million round of financing, late last week. This investment by Updata Partners, a Washington, DC-based growth equity firm focused... View More
84% of surveyed consumers across all industries report their experiences with digital tools and services fall short of expectations, according to a recent Gartner report. "Despite efforts," said Gartner... View More
Today, Adobe announced what is seen as its largest acquisition to date and a move toward being a one-stop-shop for marketers, with their agreement to acquire marketing automation firm Marketo for $4.75... View More
Salesforce has become one of the leading customer relationship management (CRM) apps available today. It's probably best known for its capacity to store customer and prospect information, centralize data,... View More
Despite what you may think, most customers like to be contacted by the companies they do business with, as long as that content meets their needs, is timely, and relevant. On the other hand, if their customer... View More
In the software business, well-intentioned requests for a new feature can sometimes get in the way of a larger strategy. "Feature creep" can turn into future limitations, unforeseen consequences, and deployment... View More
Today’s consumers aren’t satisfied with simply “liking” a brand or other simple exchanges on their social channels. They expect actual interaction from these companies. If they... View More
With its latest release of Quadient Inspire R12, global customer communications management (CCM) heavyweight Quadient has clearly set their sights on the digital experience. This enhanced offering also... View More
During Enterprise World 2018, OpenText CEO Mark Barrenechea delivered the opening keynote address at their annual user conference to over 4,000 delegates. The theme of this year’s event was “Mundus... View More
While every DOCUMENT Strategy Forum (DSF) conference is a great learning and sharing experience for those of us who own, execute, and manage customer communications, this last one in Boston marked a real... View More
Smart Communications has appointed James Brown as Chief Executive Officer (CEO). Mr. Brown brings with him considerable knowledge leading software as a service (SaaS) organizations in highly regulated... View More
Quadient, formerly GMC Software, the award-winning leader in Customer Communications Management (CCM), will be speaking and exhibiting on different areas critical to customer experience success at Document... View More
Crawford Technologies, provider of innovative document solutions that streamline, improve and manage customer communications, will sponsor Document Strategy Forum, to be held May 21-23 at the Marriott
In 2018, we will continue to see the convergence of customer communications management (CCM) within the digital customer experience (DCX) market. While customer communications technology is increasingly... View More
Customer engagement leader Thunderhead has introduced a new tool to understand customer intent in real time, identifying key opportunities for customer journey orchestration. Intent Analyzer aims to better... View More
Salesforce announced on Tuesday that they had entered into a definitive agreement to acquire MuleSoft, valuing the application network provider at $6.5 billion. Customer relationship heavyweight Salesforce... View More
Anexinet Corporation announced the release of ListenLogic 3.0, which introduces over 20 new enhancements for efficiently gathering data across contact center records, social media posts, email conversations,... View More
Over the past few years, there has been a great deal of discussion around transforming the organization to be truly customer-centric in everything that it does. This charge toward customer-centricity has... View More
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
It's no secret that, despite the ongoing quest for digital transformation, many businesses are stuck in the old ways of using fillable PDFs and paper forms to capture information. The first thing tha
A Governance Policy Checklist for managing structured, dark, unstructured and semi-structured data is vital for organizations aiming to optimize operational efficiency, ensure compliance and enhance s
While we've explored how sophisticated technical strategies can enhance AI performance, it's now time to address the user-centric challenges that often determine the success or failure of these interactions
Ensuring document accessibility is essential for universal information access, catering to individuals who are blind, partially sighted or have cognitive impairments. Compliant, accessible document de
