Adobe (NASD "ADBE") and Microsoft Corp. (Nasdaq "MSFT") recently delivered their first set of joint solutions to help enterprises transform their customer experience with Adobe Experience Cloud, Microsoft... View More
If you regularly follow our publication, then you know we’ve been covering the dynamic shifts within the customer communications management (CCM) market. More often than not, the conversation... View More
What’s in your password? Well, pretty soon, it might be your face. Passwords have always been a problem. They are necessary for account security but difficult to remember. Making matters worse, every... View More
Last month, we released the sixth edition of our "Customer Communications Management (CCM) Solutions Market Study." When reading the report, you may notice a common theme, which can be summarized in a... View More
Crawford Technologies, a provider of innovative document solutions that streamline, improve and manage customer communications, announces the release of the newest upgrade of its software suite, CrawfordTech... View More
Over the past year, I’ve been lucky enough to be invited to several leadership discussions about customer experience (CX) programs at some major banks, insurers, and service providers. Once a CX... View More
Every December, we feature the 10 most popular articles on our site as a retrospective look at the topics and market trends that inspired us, challenged our established views, and pushed us to think outside... View More
In light of the recent focus on customer experience (CX) and customer journey mapping, enterprise leaders in sales and marketing have to refocus their strategies around multiple customer journeys and across... View More
Last month, we took a brief look at some of the accessibility laws in the US, Canada, and other jurisdictions that have implications for the customer communications you provide to the public. If your organization... View More
X2Engine Inc, a global provider of open source enterprise Customer Relationship Management (CRM) software, marketing and cloud services, announces the release of X2CRM version 6.9 of its enterprise CRM... View More
If you're a buyer or seller of customer communications management (CCM) solutions, you're living in a great time—a time of great opportunity to radically improve communication processes, communication... View More
Cincom Systems, a worldwide software provider, announced today that Alaska National Insurance Company (www.alaskanational.com), a leading insurer offering a comprehensive spectrum of commercial lines insurance... View More
Messagepoint Inc., a leader in developing and delivering innovative software and services within the Customer Communications Management (CCM) market, announces its cloud-based content management platform,... View More
The plague of locusts, partisan bickering, and customer communications management (CCM): Do you see a link? Maybe not at first, but after being in the industry for as long as I have, I sure do. Each cause... View More
There are many ways to observe and record customer journeys—some are right, and some are ultimately incorrect. There is a place for both data and passion in any successful customer journey mapping... View More
In many cases, the laws related to accessibility have important implications for the customer communications you provide to the public. Consumers routinely get credit card statements, insurance policy... View More
Seventy-two percent of customer service (CX) professionals say their programs are not very successful. To help increase success rates, drive CX change and improve business performance across the enterprise,... View More
Experts anticipate the amount of data collected globally to break the 40-zettabyte mark by the year 2020 at the latest. That is about five times the number of grains of sand on the planet—an impressive... View More
Every year, hundreds of customer communications and information management leaders gather at DOCUMENT Strategy Forum (DSF) to discuss the state of their document strategies. Due to complexity, organizational... View More
Enterprise software has aimed to remove friction, reduce reliance on technical resources and put more control in the hands of the teams who understand the task at hand
AI has dominated headlines for the past few years in the regulated communications space, and in many ways, deservedly so. It can automate processes, personalize at scale and accelerate the production
Robotic Process Automation (RPA) has long been recognized as a tool that clicks buttons faster than humans, excelling at repetitive tasks like moving files or exporting reports
For decades, customer communications management (CCM) has focused on outbound engagement, such as statements, explanations of benefits (EOBs) and annual notifications of changes (ANOCs), delivered in
