Recently, Striata, a global customer communications specialist in secure document delivery, electronic communications and e-marketing solutions, reported on the impact of e-billing on recurring payments... View More
Electronic billing makes so much sense. Yet, two market traits surprise me: 1. 80% of all electronic payments start out as a paper invoice. 2. Businesses continue to apply the same strategies hoping to... View More
Many of the large insurance and financial services firms send as much as 100 million pieces of billing and statement mail each year. All are trying to reduce their print and mail expense budgets by going... View More
It’s 2014, so why are digital document delivery and paperless adoption still thorny problems that seem like they should have been solved years ago? In a world where consumers adopt compelling new... View More
GMC Software Technology (GMC), the award-winning leader in Customer Communications Management (CCM) and output management, released a report via the Novarica Research Partners Program, indicating that... View More
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
For more than a decade, personalization has been the dominant narrative in customer experience. Organizations invested heavily in understanding their customers. They built data lakes. They deployed an
In 2026, many organizations are still trying to meet modern expectations with yesterday's siloed content operating model. Until that changes, the gap between what customers expect and what organizations can deliver will continue to widen
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
