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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
