Organizationally, customer communications can be an overwhelming concept. In many companies, the responsibility spans not only departments but also geographies and regulatory compliance requirements. Yeesh.... View More
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
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
