When I think about how far customer communications have evolved, it’s clear that we’ve entered a new era, one where the regulated document is moving from being an artifact of a transaction
For many large, regulated organizations, customer communications management (CCM) systems have quietly become one of the most expensive and limiting parts of the technology stack. According to Aspire... View More
Customer Communications Management (CCM) is in serious need of transformation. Today’s customers expect more than basic personalization — they demand relevance, empathy and immediate access... View More
Over the past five years, many financial institutions have put in the work to “make the shift,” investing heavily in digital technologies from back-end systems to marketing platforms... View More
For years, omnichannel communications have been designed around customer preferences across the journey and have been positioned as a strategic advantage by vendors and print service providers (PSPs)... View More
Trust is the foundation of every strong customer relationship, but it’s fragile. It can take years of consistent positive interactions to build, and only one or two poor experiences to undo. The... View More
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
We have spent more than two decades in customer communications and we have watched every version of the upgrade cycle in customer communications management (CCM).Templates got more sophisticated, comp
The customer starts an address change on mobile, gets halfway through, switches to the website, and is told they are missing a document they already uploaded. They open chat, where the bot confidently
Over the course of my career as a CIO in a highly regulated industry, I have personally overseen millions of dollars in enterprise content management (ECM) investments. Platforms. Migrations. Integrat
Customer experience (CX) has become a defining measure of success across industries, and insurance is no exception. Today, loyalty and brand affinity are shaped not just by price alone,
