A recent article on Chiefmartec asked an interesting question about automation in marketing: Is automation making things more efficient for the company or the customer? The example they gave is someth
Seamless and personalized customer interactions are no longer just a competitive advantage — they’re an expectation. Whether a customer is applying for a credit card, opening a bank account,... View More
As we reach the midpoint of the decade, it’s clear that the 2020s are testing business leaders with a drive to leverage emerging technologies, evolving customer expectations and a more complex regulatory... View More
Over the past 2 short years, the communications industry has been at the forefront of technological innovation, shaping how we connect, share and understand the world around us. Among the plethora of... View More
Most customers prefer digital communications due to convenience. Digital communications arrive faster, enable interactivity and allow for immediate payment options. However, digital customer communica
As companies grow, processes and systems that operate well at a certain capacity often cannot keep up with larger demand, which inevitably complicates workflows and slows operations... View More
When we look at evolving customer communications, we often focus on improving the experience by adding new delivery channels, improving content by adding color and variable images based on the audienc
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
As we stand at the forefront of a rapidly changing digital landscape, customer communications management (CCM) is facing a critical inflection point. The way businesses communicate with their customer
It's no secret that, despite the ongoing quest for digital transformation, many businesses are stuck in the old ways of using fillable PDFs and paper forms to capture information. The first thing tha... View More
While we've explored how sophisticated technical strategies can enhance AI performance, it's now time to address the user-centric challenges that often determine the success or failure of these interactions
As the customer experience revolution approaches its twentieth year, a crucial lesson has emerged: customers' emotions are the driving force behind their actions... View More
In today's fast-paced world, effective customer communication is not just a business obligation — it's a crucial part of the customer experience... View More
Clear, branded, engaging, and 100% accurate—these are the hallmarks of effective customer communications. Yet, for many organizations, creating them at scale remains a challenge... View More
With increasing competition both in person and online, businesses have found a need to improve the customer experience throughout each transaction... View More
Customer expectations are undergoing a significant transformation because of advancing technologies, changing behaviors and evolving business practices... View More
A seismic wave is rumbling through the workplace with AI and automation actively transforming employee productivity and reshaping operations... View More
Generative AI (GenAI) is set to revolutionize the Customer Communications Management (CCM) industry, driving profound changes in how businesses interact with their customers... View More
Enterprise software has aimed to remove friction, reduce reliance on technical resources and put more control in the hands of the teams who understand the task at hand
AI has dominated headlines for the past few years in the regulated communications space, and in many ways, deservedly so. It can automate processes, personalize at scale and accelerate the production
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
