For the last two years or so, a shift has been occurring—and a gap developing—in the customer communications management (a.k.a., document automation) market. More and more analysts, vendors... View More
When I joined this industry as a document designer in the mid-1990s, I used a script-based tool with limited capabilities to visually confirm changes that I made to a document. As a result, I spent a great... View More
Insurance organizations make very substantial investments to attract new customers and reach new markets, only to risk losing loyalty as a result of poor customer communications that can erode customer... View More
The document management environment seldom gets treated as a core competency or a strategic asset for an organization. Documents are typically required by law to fulfill a transaction, or used as a correspondence... View More
The term customer communication management (CCM) has always been something of a misnomer in my mind—a cumbersome, 11-syllable phrase to describe composing and distributing bills, statements, policies... View More
One of the most important barriers to building and executing an enterprise-wide document strategy is how you define the word “document.” Last summer, we published a piece by John Knotts in... View More
Radical transformations in customer communication are underway in almost every industry segment. We heard it firsthand from insurers, banks, service providers, governments and utilities during the 2015... View More
Watch this short video with our Editor Allison Lloyd for this quick review of Gartner's 2015 Magic Quadrant for the CRM Customer Engagement Center and the trends for customer engagement... View More
Whether you’re in insurance, government or any other financial industry sector, the millennial generation has put every industry on high alert and forced executives to rethink their strategies enterprise-wide.... View More
I recently ran across a blog by Michael Fitzgerald, a senior analyst at the research and consulting firm Celent, commenting on millennials and their influence on today’s customer experience in the... View More
Information technology (IT) professionals involved in the day-to-day of customer communications management know first-hand the pressures of delivering against tight deadlines, dealing with the ongoing... View More
Well, the 2015 DOCUMENT Strategy Forum has come and gone, and it’s time to reflect on what we heard and learned from the conference. The overall reviews from our participants showed a... View More
Improving customer experience is a key priority for enterprises today. To improve something, you need to have the ability to measure it. Based on your objective, measurement methodologies for... View More
The GMC team is having many discussions lately about the future of communications, and we started talking about the exciting short- and long-term communication opportunities of wearables, Internet of things,... View More
etfile, a premier workflow and document management solutions provider, today declares freedom from paper with the launch of OfficeScope. The new cloud-based document management solution improves upon current... View More
OfficeScope, a cloud-based document management solution designed to empower paperless organizations, will be showcased at the upcoming Massachusetts Association of School Superintendents’ Executive... View More
DocuWare’s information security management system meets all the requirements laid out by international standard ISO/IEC-27001. This was recently confirmed when DocuWare, a global document management... View More
Cloud-based document management solutions are the best alternative to accommodate the mobile workforce. The real key in cloud is mobility, empowering users to leverage a unified central repository where... View More
Sharp Imaging and Information Company of America (SIICA), a division of Sharp Electronics Corporation, releases Cloud Portal Office, a first-of-its-kind software solution designed for an increasingly mobile... 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
