While the notion of “digital transformation” is not new, it is still misunderstood. Part of the problem is that there’s no universal definition. When you hear the phrase, it could be... View More
There are many valid reasons why enterprises choose to outsource their document production to a third-party service provider. First, and most important, it provides companies with more time to focus on... 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
In a sweeping generalization, which I will subsequently withdraw from the table, I'll state that there are only two types of people: those who walk into a room confident they are the cleverest person there... View More
I recently read a provocative article by Tom Monahan in Fortune magazine called “Revving Up Your Corporate RPMs.” What struck me was his conclusion that rather than speeding up, business is... View More
NEPS, a leading provider of hosted customer communications management solutions and technology services, announces the availability of its newest offering, BedSide Docs™. BedSide Docs is a mobile... View More
We have written about the fundamental changes sweeping across the customer communications management function for the last several years. Customer experience and the way we engage our customers has challenged... 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
The term “digital transformation” is thrown around a lot by technologists, industry analysts and strategy consultants, so much so that it’s fast becoming ubiquitous. Yet, do we know much... View More
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
Every day, people look at their smartphones more than 150 times on average. We are using smartphones to work; to shop; to take pictures and videos; to interact with our colleagues, friends and family;... View More
Of course not, but... Every year, I interview high school students for my undergraduate university. The school gives me the contact information, email addresses and phone numbers so I can set up an interview... View More
There are many components to developing a modern, data-driven customer communications strategy, none of which are more challenging than securing full customer data and preferences. The difficulty lies... View More
In customer communications, your business correspondence should ultimately improve the customer experience, providing content that engages the recipient in a consistent way. However, achieving this goal... View More
According to research and analysis from McKinsey & Company, a survey of 38 life, 33 property-and-casualty (P&C) and nine health insurers revealed that the top-performing (top-quartile) insurers' operating... View More
At the top of the list for critical business initiatives is, certainly, revenue growth. Financial services, along with other service-based industries, are realizing, however, that their greatest opportunity... View More
Technology continues to improve our day-to-day lives in sometimes subtle but very transformative ways. Take developments in automobile technology over the past several years. These days, car makers are... 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
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
GMC Software Technology (GMC), a leader in Customer Communications Management (CCM), released a study it commissioned from Forrester Consulting to evaluate how financial services are improving their customer... View More
For more than a decade, personalization has been the dominant narrative in customer experience. Organizations invested heavily in understanding their customers. They built data lakes. They deployed an
In 2026, many organizations are still trying to meet modern expectations with yesterday's siloed content operating model. Until that changes, the gap between what customers expect and what organizations can deliver will continue to widen
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
