Through a 100% share purchase agreement, Xpertdoc Technologies Inc. has acquired the assets of XperiDo from Belgian company Invenso bvba for an undisclosed amount. In a briefing late last week, Xpertdoc... View More
One of the biggest challenges in developing a personalized customer communications strategy may not be the lack of customer data but whether the data you have is supporting those efforts—or hurting... View More
After more than a week of speculation and rumors, Japan's FUJIFILM Holdings Corporation and iconic US company Xerox Corporation announced today that they had entered into a definitive agreement to combine... 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
Let’s face it: We’ve always struggled to find consensus on how we define even the simplest of terms. It’s a symptom of the siloed structure that most organizations operate under. For... View More
Some documents seem to have a life of their own, making you wonder, “Who designed this?!” Even in today's information age, not everyone has the skillset of a designer. Even templates—pre-made... View More
May 25, 2018 will be here sooner than you think. Even if you're located in the US, the General Data Protection Regulation (GDPR) may impact you if you have customers in Europe. Yet, many organizations... 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
2017 was a turbulent year for many enterprise buyers, as we continued to see major shifts in the technology marketplace. Market consolidation, accelerated migration to the cloud, and a growing shift to... 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
In two recent studies on the annual state of the transactional and marketing communications markets, respectively, we surveyed a total of 8,000 consumers and 1,200 enterprise professionals across North... View More
Smart Communications, an innovator in customer and business conversations, announced plans to integrate with popular voice assistants (such as Amazon’s Alexa and Google Home), and to allow the delivery... View More
While automation has made creating accessible documents more efficient, testing is still a vital step in the process. However, it's a component that is less familiar to many organizations. When we talk... View More
OpenText (NASDAQ: OTEX, TSX: OTEX), the global leader in Enterprise Information Management (EIM), today announced the availability of OpenText Release 16 Enhancement Pack 3 (EP3). This release delivers... View More
Even after all these years, organizations still lack a consistent focus on improving employee experiences and engagement. Given that this is directly tied to customer experiences, it should be a no brainer... View More
So, what’s new at the US Postal Service (USPS)? The short answer: growth in meeting parcel volume due to e-commerce and Informed Delivery. Advertising mail is still strong, but First-Class Mail continues... View More
For the past several years, we dedicate our publication's Fall issue to the topic of information management. This is because we understand that information is a critical asset in delivering intelligent,... View More
Caught in the wake of customer experience (CX) giants like Amazon, Zappos, and Apple, companies in every industry, including heavily regulated ones, are recognizing that CX is becoming a more important... View More
Recent research by Forrester examined the impact that clear communications had on customer experience (CX) scores for organizations in a number of industries. It may come as no surprise that the results... View More
IDP, an AI-powered technology that reads documents and extracts meaning, has quickly become the advanced successor to traditional document extraction tools such as OCR
As technology accelerates and customers adopt their own AI assistants, the old model of static, one-way communication is starting to look a lot like sending a fax in the age of TikTok
The customer communications market has evolved over the past three decades. Today’s customers expect instant, personalized and seamless experiences across all channels. Artificial intelligence (AI
Mergers and acquisitions have been the cornerstone of business growth for many industries over the past decade. Considered one of the fastest ways to grow business, increase a talent pool and improve
The key question millennials are asking about their relation with their banks is this: Does my bank know me? In other words, is it addressing all my wants and needs as well as providing service so per
