July 28 2017
X2Engine Inc, a global provider of open source enterprise Customer Relationship Management (CRM) software, marketing and cloud services, announces the release of X2CRM version 6.9 of its enterprise CRM... View More
Accurate Journey Maps
July 27 2017
There are many ways to observe and record customer journeys—some are right, and some are ultimately incorrect. There is a place for both data and passion in any successful customer journey mapping... View More
Outside-In
July 19 2017
The plague of locusts, partisan bickering, and customer communications management (CCM): Do you see a link? Maybe not at first, but after being in the industry for as long as I have, I sure do. Each cause... View More
830x539_Stephan
July 11 2017
Experts anticipate the amount of data collected globally to break the 40-zettabyte mark by the year 2020 at the latest. That is about five times the number of grains of sand on the planet—an impressive... View More
DOCStratNews
June 27 2017
Seventy-two percent of customer service (CX) professionals say their programs are not very successful. To help increase success rates, drive CX change and improve business performance across the enterprise,... View More
Digitalization and Workflow
June 26 2017
Today, there is a growing expectation for almost all workflow tasks to be digitized in some way. It feels jarring to many customers when they are required to use paper-based processes, make an in-person... View More
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June 20 2017
For the past 24 years, this publication has cultivated an editorial platform based on a simple mission: We focus on the overall strategy, not just a part of the process. While simple in its brevity, we... View More
Toucpoint Management
June 14 2017
As a customer-centric business, decisions should always be made based on the benefits for customers. This requires a precise understanding of the customer experience at various interaction touchpoints... View More
Communication Trends for 2018
June 13 2017
Earlier in the year, I wrote about the top communication trends for 2017. It might seem early to be thinking about 2018, but talking about next year's trends gives us a chance to take control of our future.... View More
CXM and SharePoint
June 12 2017
A customer relationship management (CRM) system knows everything about customers; a SharePoint solution can master collaboration. By uniting the capabilities of these two platforms, organizations can double... View More
DOCStratNews
June 7 2017
CloudMyBiz, a leader in Salesforce development and implementation, is pleased to announce a new partnership with Ocrolus, an emerging innovator in bank statement review automation. The integration of the... View More
Anexinet Mobile Customer Self-Service Platform
May 31 2017
Anexinet Corporation, a leading provider of digital, analytics and hybrid IT solutions, announced its Mobile Customer Self-Service (MCSS) development platform. The new offering gives organizations the... View More
Integration
May 30 2017
I’ve been doing a lot of research lately on the shift to conversational experiences as a way to enhance customer and employee engagement. We are witnessing enterprise communications and collaboration... View More
Its the Content Dummy
May 26 2017
In framing one of the key issues during Bill Clinton's 1992 presidential bid, campaign strategist James Carville famously said, "It's the economy, stupid." For document professionals responsible for customer... View More
4 Trends in Customer Communications_DSF 2017
May 25 2017
Since the conclusion of the DOCUMENT Strategy Forum (DSF), which was held May 1-3 in downtown Chicago, we’ve had a chance to review some of the central themes emerging from the conference and our... View More
Reinventing CCM Technology
May 18 2017
Approximately, five years ago, there was an explosion of research, articles, blogs, and other commentary on the topic of customer experience (CX). Working for a customer communications management (CCM)... View More
May 17 2017
Snapforce CEO, Richard Gabriel, announced the worldwide release of its new version Prodigy, “Using our new proprietary crm framework, we built Prodigy, a product that combines the latest in CRM intelligence.”... View More
May 4 2017
OpenText (NASDAQ: OTEX, TSX: OTEX), a global leader in Enterprise Information Management (EIM), announced Release 16 Enhancement Pack 2 (EP2), the second enhancement pack for OpenText Release 16, the company's... View More
April 21 2017
Kofax, a leading provider of software to simplify and transform the First Mile of business, today announced the addition of ID verification and facial recognition capabilities to Kofax Mobile ID framework.... View More
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April 6 2017
What is disruption? Clayton Christensen in his book The Innovator’s Dilemma defined innovative disruption as a “process by which a product or service takes root initially in simple applications... View More