Smart Communications has appointed James Brown as Chief Executive Officer (CEO). Mr. Brown brings with him considerable knowledge leading software as a service (SaaS) organizations in highly regulated... View More
Crawford Technologies, provider of innovative document solutions that streamline, improve and manage customer communications, will sponsor Document Strategy Forum, to be held May 21-23 at the Marriott
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
Each year, the industry’s leading analysts assess the customer communications management (CCM) landscape using reason, logic, and customer feedback to describe the market to tens of thousands of... View More
The push to digital experiences will continue to grow as digital-savvy consumers demand that communications, invoices and, in general, customer service be available to them via their phones. That brin
With 2018 behind us, it’s that time of year when we reflect on the past developments that took place in our industry and to speculate on the technology innovations yet to come. We saw the emergence... 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
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
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
Earlier in the year, I wrote about the top communication trends for 2017. It might seem early to be thinking about 2018, but talking about next year's trends gives us a chance to take control of our future.... View More
As a customer-centric business, decisions should always be made based on the benefits for customers. This requires a precise understanding of the customer experience at various interaction touchpoints... View More
To keep up with evolving customer needs and the necessary infrastructure required to orchestrate seamless customer experiences, organizations continue to invest heavily in the technologies... View More
You’ve been pivoting without stopping. You’ve thought you arrived at a “new normal” three times in two years. You’ve been introduced to new colleagues that need new integrations.... View More
Over the last decade, hundreds of billions (maybe even trillions) of communications have left our industry. It didn’t happen all at once. It happened a little at a time—one project at a time.... View More
"Voice of the Customer," a discipline used in business and operations (through Six Sigma, for example) to capture customer expectations and preferences, is an excellent resource to evaluate your products... View More
Today’s consumers aren’t satisfied with simply “liking” a brand or other simple exchanges on their social channels. They expect actual interaction from these companies. If they... View More
Decreasing attention spans. Digital fatigue. Content overload. How effectively are you communicating with your customers?The disruption of the last two years has sparked lasting changes in the expecta
Many firms in just about all industries have been struggling to keep pace with digital transformation in customer communications management (CCM). The pace of change has increased so dramatically that... View More
As voice-enabled devices (like Alexa, Google Home, or Siri) continue to penetrate more and more households, there are tremendous opportunities for businesses to use these capabilities to better serve their... View More
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
When I think about how far customer communications have evolved, it’s clear that we’ve entered a new era, one where the regulated document is moving from being an artifact of a transaction
How much do I owe? How do I pay? Where’s my bill? Are any of your customers asking these questions? If so, it might be time to rethink your utility bills.
Economic pressures, regulatory shifts and evolving consumer expectations are converging to create a complex environment for health insurers. Amid this turbulence, many payers are hesitant to invest in
