office
June 23 2016
We hear so much discussion about the digital workplace and digital transformation that we’ve made it into some sort of business destination. However, we forget about the bridge called "experience"... View More
Forrester Wave Customer Communications Management
June 20 2016
Our Editor Allison Lloyd covers Forrester's Wave on Customer Communications Management, 2016 and highlights the 14 leading providers featured in this latest report... View More
June 16 2016
GMC Software, a leader in customer communications management, announced today that it was among the select companies that Forrester invited to participate in its report, The Forrester WaveTM: Customer... View More
customerfocus
June 14 2016
In today’s 24/7 omni-channel world, consumers routinely have anytime, anywhere access to information about the brands, products, and services they’re interested in. It’s this access that... View More
May 9 2016
GMC Software (GMC), a leader in customer communications management, announced today that it will be showcasing its newest technology, GMC Inspire Customer Journey Mapping, in booth #414 at Document Strategy... View More
CXecosystem
May 3 2016
The title of this article is a rework of a quote from noted astrophysicist and author Neil deGrasse Tyson, PhD, who said, “The universe is under no obligation to make sense to you.” This same... View More
start
April 27 2016
In today's business environment, everyone's talking about "digital strategy," "digital agility" and “digital transformation," but what does it all mean? You know you need it, but until you understand... View More
830x539_Kasper
April 20 2016
Many enterprises, particularly those operating in regulated industries, have long-established customer communications teams and well-defined processes in place to ensure smooth delivery of critical communications.... View More
April 19 2016
Madison Advisors today announced it will sponsor an Executive Roundtable on May 12 at DOCUMENT Strategy Forum ’16 held May 10-12 at the Hyatt Regency O’Hare Chicago. The roundtable will take... View More
830x539_Maria
April 19 2016
While the notion of “digital transformation” is not new, it is still misunderstood. Part of the problem is that there’s no universal definition. When you hear the phrase, it could be... View More
2
April 11 2016
I recently wrote an article titled “Digital Transformation Means Change.” Perhaps this is a simplistic distillation of the obvious, but for many of you, how you define what this change means... View More
knowledge
April 7 2016
In a sweeping generalization, which I will subsequently withdraw from the table, I'll state that there are only two types of people: those who walk into a room confident they are the cleverest person there... View More
IDC CCM
April 5 2016
We have written about the fundamental changes sweeping across the customer communications management function for the last several years. Customer experience and the way we engage our customers has challenged... View More
insurance
March 30 2016
You do not have to search hard to find recent examples of insurance companies announcing a focus on customer experience. For example, the major US health insurer, Aetna, recently opened two in-house multicultural... View More
ThinkstockPhotos-486595900
March 22 2016
There have been a number of articles on how to win customers, namely, in this unsexy business of electronic document management (EDM) or electronic content management (ECM). It is, indeed, a difficult... View More
agility
March 16 2016
The term “digital transformation” is thrown around a lot by technologists, industry analysts and strategy consultants, so much so that it’s fast becoming ubiquitous. Yet, do we know much... View More
nativeapps
March 8 2016
Every day, people look at their smartphones more than 150 times on average. We are using smartphones to work; to shop; to take pictures and videos; to interact with our colleagues, friends and family;... View More
emaildead
March 3 2016
Of course not, but... Every year, I interview high school students for my undergraduate university. The school gives me the contact information, email addresses and phone numbers so I can set up an interview... View More
csutomerdata
March 2 2016
There are many components to developing a modern, data-driven customer communications strategy, none of which are more challenging than securing full customer data and preferences. The difficulty lies... View More
CX_future
Feb. 4 2016
At the top of the list for critical business initiatives is, certainly, revenue growth. Financial services, along with other service-based industries, are realizing, however, that their greatest opportunity... 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