In the first quarter of the year, we are still powered by some of the resolutions we set for the new year, which certainly includes our work in improving our communications to enhance the customer experience... View More
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
Test data strategy belongs in boardroom discussions, not buried in technical specifications. But here's what actually happens: executives assume IT has it handled, middle managers inherit whatever st
Despite their pivotal role in customer journeys, forms are still viewed by many organizations as operational overhead. In a digital-first era, that outdated view is a hidden drain on revenue and a gro
2026 isn’t a year of incremental improvements in customer communications. It’s the year AI stops assisting and starts acting, and for CCM practitioners
The current state of AI document processing follows a recognizable pattern. An organization crafts a prompt — often quite sophisticated with detailed instructions and examples — passes it to a lar
Here are the top 7 ways a dynamic, custom welcome kit can help you maintain and grow your membership rates, improve engagement and keep your members satisfied
