Content marketing continues to be a hot topic in the marketing world. While the term can mean many things to many people, we’ll take the word of industry expert and founder of the Content Marketing... View More
Since Fortune magazine created the very first Most Admired Companies list and ranking of corporate reputation in 1983, academics and practitioners alike have been constantly defining and redefining the... View More
| #4 TOP READ — In Forrester’s latest report “Brief: Ten Trends Will Reshape Customer Communications Management,” Vice President and Principal Analyst Craig Le Clair writes, “Enterprise... View More
“Organizations which unify customer communications management (CCM) and web content management (WCM) will receive higher value and improve customer experience versus organizations that keep CCM and... View More
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
IDP, an AI-powered technology that reads documents and extracts meaning, has quickly become the advanced successor to traditional document extraction tools such as OCR
As technology accelerates and customers adopt their own AI assistants, the old model of static, one-way communication is starting to look a lot like sending a fax in the age of TikTok
The customer communications market has evolved over the past three decades. Today’s customers expect instant, personalized and seamless experiences across all channels. Artificial intelligence (AI
Mergers and acquisitions have been the cornerstone of business growth for many industries over the past decade. Considered one of the fastest ways to grow business, increase a talent pool and improve
The key question millennials are asking about their relation with their banks is this: Does my bank know me? In other words, is it addressing all my wants and needs as well as providing service so per
