Have you implemented an effective set of metrics and measures within your customer communications management program (CCM)? For some of our clients, these metrics and measures are sketchy at best, or have... View More
So much attention is paid to the bring your own device (BYOD) phenomenon and trends around mobile device deployment and adoption in the workplace. Mobile devices are already changing the way we work—and... View More
The implementation of a well-structured, architected document repository management system provides a foundational capability for organizations to develop innovative content-enabled business solutions.... View More
With the 2014 DOCUMENT Strategy Forum almost here, it is a good time to reflect on the state of document management inside large organizations. Consider the mission of the three-day event in Greenwich,... View More
Surprise! Your company is not the center of the universe. Unfortunately, too many companies think of themselves as being the center of their customer\'s universe. While this “may” be true for... View More
Last year, we started to see the term omni-channel bandied around quite a bit, and the increasing “buzziness” of this word is only gaining steam. I’ll admit this catchy moniker made me... View More
There is a lot of buzz and plenty of buzzwords around the idea of improving your company\'s customer experience. Today, this communication is occurring across a wider variety of devices, platforms and... View More
Re-engineering process improvement methodology and workflow technology, as applied to content routed in email and paper, can result in a dramatic reduction of product/service cost and non-value added steps.... View More
Annually, IDC publishes a study that provides top 10 predictions for the imaging, printing and document solutions (IPDS) market. We’ve included here the three predictions that focus on business document... View More
As part of the implementation planning process for a cloud-based content management system, the migration of existing documents and content should be considered. Many cloud content management systems (CCMS)... View More
The rapid and voracious adoption of smartphones and tablets has universally changed employee expectations and has driven the \"bring your own device\" (BYOD) workplace phenomena. As Forrester Research... View More
Applying Six Sigma process improvement methodology and electronic content management (ECM) technology to documents currently stored in email, shared network drives and paper can result in a significant... View More
It’s not debatable; the digital world is expanding faster than most of us can keep up with. The trends all show an accelerating growth in the connected world. Gartner estimates that worldwide device... View More
\"The Potential Marketing Opportunity of Big Data.\" \"Large-Scale Customer Data Breaches.\" Stories like these have factored prominently in the business headlines thus far in 2014, placing companies’... View More
LEAN and digital signature technology results in 79% improvement in efficiency, 78% reduction in waste and customer service response time decreased from 2 or 4 days to ½ day. What is LEAN?LEAN,... View More
A recent survey by the DOCUMENT Strategy Forum of executives and senior managers revealed that prospective conference attendees ranked collaboration as the number one conference session choice. This is... View More
What are paperless technology abilities, risks and benefits? Abilities include functionality to capture, receive, store, index, version, route, approve, manage, retain and dispose of electronic content.... View More
As we discussed in the first post about the Four Rights, the essential underlying tool is the need to develop an effective data collection strategy. Once we have some data patterns on our intended targets... View More
It’s undeniable: The market trend toward multi-channel communications and integrated customer experience is accelerating at an increasing pace. Organizations are rushing to keep up with the demand... 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
