As companies grow, processes and systems that operate well at a certain capacity often cannot keep up with larger demand, which inevitably complicates workflows and slows operations... View More
When we look at evolving customer communications, we often focus on improving the experience by adding new delivery channels, improving content by adding color and variable images based on the audienc
As companies strive to meet customer expectations, it’s no surprise that communications have become a focus to ensure customer needs are met and that customer experience is seamless across touchpoints
It's no secret that, despite the ongoing quest for digital transformation, many businesses are stuck in the old ways of using fillable PDFs and paper forms to capture information. The first thing tha... View More
As the customer experience revolution approaches its twentieth year, a crucial lesson has emerged: customers' emotions are the driving force behind their actions... View More
With increasing competition both in person and online, businesses have found a need to improve the customer experience throughout each transaction... 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... View More
With millennials set to make up 75% of the global workforce by 2025, we wanted to break down how perspectives are shifting. Here are the four most important takeaways from this year’s survey... View More
Customer Experience (CX) is not a new concept. It’s been around long enough for some analysts to predict that Customer Experience is “out” and Customer Effort (CE) is “in”... View More
In today’s fast-paced world, patience is a rare commodity, especially when dealing with the cumbersome task of filling out forms. Whether paper or digital, forms are often seen as necessary evils
Measuring the success of your integrated marketing campaign should include a thorough, big-picture understanding of your efforts rather than simply reviewing individual channel data... View More
I have had the pleasure of working in the information management and process automation fields for near 40 years. During this time, I held many different positions, two of which really opened my eyes... View More
Personalizing things is not new. We have engraved items and composed personal letters and communications for centuries, but can we do this economically and efficiently?... View More
Customer communications surrounding accounts receivable (AR), particularly those regarding overdue payments and the initiation of collections, are among the trickiest to craft given the critical... View More
Customer experience is the heart of an organization’s relationship with its customers. Post-pandemic customer expectations are still higher than ever. Consumers want to be able to interact with orga
This article first appeared in the Fall 2023 issue of DOCUMENT STRATEGY.The term digital transformation is becoming something of a buzzword, but for many organizations this process is already well und
Looking for unconventional ways to motivate your employees to adopt a new system or create a livelier workplace? Discover what gamification is and how it can be applied... View More
In this Industry Trends Q&A, Ernie Crawford, President & CEO of Crawford Technologies, shares his thoughts on AI’s possibilities in CCM and CX as well as other recent trends... View More
When we look at evolving customer communications, we often focus on improving the experience by adding new delivery channels, improving content by adding color and variable images based on the audienc
In a world where data breaches are a daily reality, safeguarding critical communications — like bills, invoices and healthcare documents — has become paramount. With sensitive personally identifia
A dashboard that consolidates data from all of your applications and systems into a single view is critical to optimizing performance and avoiding dangers
As companies strive to meet customer expectations, it’s no surprise that communications have become a focus to ensure customer needs are met and that customer experience is seamless across touchpoints
Big or small, these changes are incredibly costly and time consuming to implement, hampering agility and efficiency of marketing and customer management teams
