If 2016 is anything like every other year, your news feed in the new year will start off with tweets, posts and articles about “Trends in Communications for 2016.” For all the buzz on the upcoming
There have been a number of articles on how to win customers, namely, in this unsexy business of electronic document management (EDM) or electronic content management (ECM). It is, indeed, a difficult... View More
SAP AG (NYSE: SAP) and Open Text (NASDAQ: OTEX, TSX: OTC), a global leader in enterprise content management (ECM), announced the third major expansion of an already successful strategic relationship to... View More
The inexorable march toward customer experience and engagement strategies sweeping though organizations of all industries is changing the way we think and operate as businesses. Gartner predicts, “By... View More
There is a lot of buzz and plenty of buzzwords around the idea of improving your company\'s customer experience. Today, this communication is occurring across a wider variety of devices, platforms and... View More
Last time, in Part 1, Mukul analyzed how to acquire customers, which is "The Foundation for Your Web Strategy." Part 2 moves onto the next two steps: serving customers by engaging customer dynamics and... View More
You do not have to search hard to find recent examples of insurance companies announcing a focus on customer experience. For example, the major US health insurer, Aetna, recently opened two in-house multicultural... View More
Solimar Systems, Inc., a leading global provider of production printing and secure document delivery solutions, announced the release of SOLsearcher Enterprise (SSE) version 3.4. SSE 3.4 is a powerful... View More
Shifts in consumer behaviors, business policies, technologies and services have driven sustained changes within the presentment and payment markets in the United States. This can be seen in the strong... View More
For the past 12 months, Dr. Joe Webb, director of WhatTheyThink's Economics and Research Center, has been detailing a significant uptick in commercial printing shipments over year-ago numbers. In his... View More
“Organizations which unify customer communications management (CCM) and web content management (WCM) will receive higher value and improve customer experience versus organizations that keep CCM and... View More
Many of the 2015 articles about customer communications focused on the benefits of thinking about customer experience. In 2016, information technology (IT) project owners will be moving customer experience... View More
Evaluate Need for Custom-Coded WCM: WCM and the associated technologies have grown too complex to manage without the support of a commercial vendor or open source (OS) community. Create a WCM Transition... View More
The next big thing in customer communications might well be personalized video. While the idea of videos that deliver content relevant to each customer’s situation and needs isn’t new, so far,... View More
Customers are the lifeblood of any business. If a business fails to serve its customers well, the business itself will ultimately fail. It is this old wisdom that is driving businesses forward to invest... View More
Compart has formed an alliance with Bell and Howell that lets high-volume mailers employ dynamic multi-channel document management capabilities and take advantage of the fast growing mobile market. Consumers... View More
I recently wrote an article titled “Digital Transformation Means Change.” Perhaps this is a simplistic distillation of the obvious, but for many of you, how you define what this change means... View More
Most businesses long ago accepted that to compete in the modern world, they were obliged to provide a website with the details of their products and services. However, the static pages of earlier times... View More
Remember when you used to be able to go to your local grocery store? They were small and modest by today’s standards, but they knew you when you came in and suggested the best steaks or picked out... 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
