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
2
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
CCM Fuels Engagement - DOCUMENT Strategy
April 5 2017
Merriam-Webster adds thousands of new words and phrases to the dictionary each year. Some recent additions include FOMO (fear of missing out), athleisure, and meet-cute. While it’s not yet officially... View More
PatrickKehoe
March 15 2017
Messagepoint Inc. (formerly Prinova Corp), a leader in developing and delivering innovative software and services within the Customer Communications Management (CCM) market, announced that Patrick Kehoe... View More
Legacy Systems Restrict Customer Experience Improv
March 14 2017
Improving the customer experience is a key concern of every business, and delivering omni-channel communications is an essential requirement of these strategies. However, delivering transformation in this... View More
Top Trends in CCM 2017 DOCUMENT Strategy
March 13 2017
Each year, the industry’s leading analysts assess the customer communications management (CCM) landscape using reason, logic, and customer feedback to describe the market to tens of thousands of... View More
Drive Digital Transformation by Transforming Conte
Feb. 28 2017
IDC defines digital transformation (DX) as the use of "3rd Platform" technologies (cloud, mobility, data analytics, and social business) to create value and competitive advantage through new offerings,... View More
The Enterprise Chatbot - DOCUMENT Strategy
Feb. 23 2017
There is a crisis in enterprise communications and collaboration—due in large part to the overwhelming technology and application silos that cause a lot of user complexity and confusion. Enterprise... View More
The Data Problem- Executing a Real-Time CCM Strate
Feb. 16 2017
It should come as no surprise that data is a critical component in customer communications management (CCM). Given the amount of time consumers spend on computers and smartphones, personal data is collected... View More
Feb. 15 2017
Teleopti, a global leader in feature-rich, employee-focused Workforce Management (WFM) solutions, announced it has been positioned by Gartner, Inc. as a Niche Player in its 2017 Magic Quadrant for Workforce... 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
  • Editor’s Note: This is part 2 of a 3-part series on AI in CCM. You can find part 1 in our Spring issue. Look for part 3 in the next issue
  • 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
  • In today's fast-paced business environment, the future of efficiency and productivity is automation