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
In the first quarter of the year, we are still powered by some of the resolutions we set for the new year, which certainly includes our work in improving our communications to enhance the customer experience... View More
Customer communications management (CCM) is an industry in transition. Last year, we witnessed further convergence of CCM with customer experience (CX) and saw new approaches in configuration and deployment... View More
Digitizing the customer experience (CX) no longer gives a company an edge, but instead, it's the key to survival. For almost a decade, organizations have been talking about how new digital channels not... View More
In my last article, I discussed how clear and concise customer communications can dramatically improve your organization's customer experience (CX). Clarity is important. However, another critical aspect... View More
Organizations in every industry are recognizing that building strategies to manage the customer experience (CX) has become critical to their business success. Tracking and honoring customer preferences,... View More
Smart Communications, an innovator in customer and business conversations, announced plans to integrate with popular voice assistants (such as Amazon’s Alexa and Google Home), and to allow the delivery... View More
Even after all these years, organizations still lack a consistent focus on improving employee experiences and engagement. Given that this is directly tied to customer experiences, it should be a no brainer... View More
For the past several years, we dedicate our publication's Fall issue to the topic of information management. This is because we understand that information is a critical asset in delivering intelligent,... View More
Caught in the wake of customer experience (CX) giants like Amazon, Zappos, and Apple, companies in every industry, including heavily regulated ones, are recognizing that CX is becoming a more important... View More
Recent research by Forrester examined the impact that clear communications had on customer experience (CX) scores for organizations in a number of industries. It may come as no surprise that the results... 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
Digital Asset Management (DAM) is a system designed for organizing, storing and retrieving media files and managing digital rights and permissions. DAM systems have become a core component of creative
