I recently saw a local news story reporting that Connecticut is running out of landfill space, and disposing of trash is going to cost more. So it seems the days of easy and low-cost trash disposal (at... View More
When we focus on improving customer engagement and customer experiences, we don’t always have the complete story. Some companies have dozens of channels to manage, including offline, online, and... View More
A recent "U.S. CEO Outlook" survey by KPMG had a number of interesting and noteworthy findings. Chief among them was the fact that more than two-thirds of the chief executive officers (CEOs) believe that... View More
It is up to each of us to do our part to enable our company to prosper through these difficult times. It’s time to get back to basics—improving operational efficiencies—and to focus on... View More
Organizations of all sizes face tremendous challenges and pressures in providing seamless customer experiences through every channel of the customer’s preference. While engaging customers with relevant... View More
Customer expectations are at an all-time high, placing added pressure on organizations everywhere. In turn, organizations have high expectations of their employees—to do their jobs quickly, accurately,... View More
GMC Software, a leader in Customer Communications Management (CCM), announced today it has integrated DocuSign’s eSignature and Digital Transaction Management (DTM) platform into its GMC Inspire... View More
Just a few short years ago, customer communication management (CCM) was boring. It was dull, old-fashioned, and not digital enough, making archaic print pages from all those old mainframe and client-server... 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
I attended the DOCUMENT Strategy Forum (DSF ’16) in Chicago and, as usual, found the meeting to be very insightful. The quality of the discussions was excellent, and the messaging was consistent... View More
Faced with maturing markets and increased competition, many companies are seeking to differentiate themselves by enhancing their customer experience, but those efforts might be misguided. That’s... View More
Over the last several years, the fervor around the “customer experience” has only exponentially increased. Why? It’s becoming clear that it’s tied to an attention-grabbing outcome—yes,... View More
Prinova Inc., a leader in developing and delivering innovative software and services within the Customer Communications Management (CCM) market, today announced that Volition Capital, a Boston-based growth... View More
OpenText Corporation, Canada’s largest software company with roughly $2B in global sales, announced it is buying HP Exstream for $315M. Exstream is a market-leading customer communications management... View More
We hear so much discussion about the digital workplace and digital transformation that we’ve made it into some sort of business destination. However, we forget about the bridge called "experience"... View More
Digital communications have exposed a company to huge fines as well as public embarrassment and customer attrition. These dangers are not new. Traditional paper communications could have had the same effect.... View More
Open Text Corporation (NASDAQ: OTEX) (TSX: OTC), a global leader in Enterprise Information Management, announced today that it has entered into a definitive agreement to acquire the Customer Communica
GMC Software, a leader in customer communications management, announced today that it was among the select companies that Forrester invited to participate in its report, The Forrester WaveTM: Customer... View More
Hundreds of senior executives gathered at DSF ‘16 (DOCUMENT Strategy Forum) in Chicago this past May 10-12, 2016 to discuss topics such as customer experiences, digital strategies for communications,... View More
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
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
