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
Customer expectations are undergoing a significant transformation because of advancing technologies, changing behaviors and evolving business practices... View More
A seismic wave is rumbling through the workplace with AI and automation actively transforming employee productivity and reshaping operations... View More
Generative AI (GenAI) is set to revolutionize the Customer Communications Management (CCM) industry, driving profound changes in how businesses interact with their customers... View More
Personalization is the core of what we do in CCM, and we do this on a scale that still requires specialized software that cannot be replaced by marketing or office editing tools. The number of persona
With millennials set to make up 75% of the global workforce by 2025, we wanted to break down how perspectives are shifting. Here are the four most important takeaways from this year’s survey... View More
Customer Experience (CX) is not a new concept. It’s been around long enough for some analysts to predict that Customer Experience is “out” and Customer Effort (CE) is “in”... View More
In today’s fast-paced world, patience is a rare commodity, especially when dealing with the cumbersome task of filling out forms. Whether paper or digital, forms are often seen as necessary evils
Measuring the success of your integrated marketing campaign should include a thorough, big-picture understanding of your efforts rather than simply reviewing individual channel data... View More
I have had the pleasure of working in the information management and process automation fields for near 40 years. During this time, I held many different positions, two of which really opened my eyes... View More
Personalizing things is not new. We have engraved items and composed personal letters and communications for centuries, but can we do this economically and efficiently?... View More
It’s no secret that digital channels have become foundational to the delivery of customer communications, with customers increasingly indicating mobile apps, SMS, email and other digital delivery... View More
Customer communications surrounding accounts receivable (AR), particularly those regarding overdue payments and the initiation of collections, are among the trickiest to craft given the critical... 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
