Federal agencies, state and local governments and public colleges and universities are legally required to ensure their digital content, including digital documents and communications, are accessible... View More
As competition increases in the insurance industry, the market is experiencing saturation with products, options and competitive alternatives... View More
Across the globe, organizations are seeking to better cater to increasingly diverse customer populations. In the United States, for example, the number of non-English speakers has tripled over the las
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
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
