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
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
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
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
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
Generative AI (GenAI) is set to revolutionize the Customer Communications Management (CCM) industry, driving profound changes in how businesses interact with their customers
Today, executives are excited about the promise of artificial intelligence (AI) to help their businesses grow and innovate, potentially transforming every part of work, delighting customers with new e
Personalization is the core of what we do in CCM, and we do this on a scale that still requires specialized software that cannot be replaced by marketing or office editing tools. The number of persona
