Ask a twentysomething if they pay all their bills online and they’ll respond: Is there another way to pay? For a typical 25-year-old, the digital world and real world are intertwined. Born between... View More
Whether you’re planning to rewrite all your documents to improve your customer’s experience or planning to migrate them from a legacy platform to a modern publishing system and possibly convert... View More
SDL (LSE:SDL) announced two solutions for managing the complete global content lifecycle from creation through translation and delivery. The two revolutionary offerings, SDL Global Digital Experience Solution... View More
All organizations have a strategy. It defines their reason for being and what they plan to accomplish in the long term. It is generally divided into five sections: 1. Mission 2. Vision 3. Values 4. Objectives... View More
Customer expectations are undergoing a significant transformation because of advancing technologies, changing behaviors and evolving business practices... View More
Digital transformation has moved up in the list of enterprise priorities for good reason, but getting beyond the standard pundit exhortations to go “digital first” means answering a practical... 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
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
Epiphany! Merriam-Webster defines epiphany as \"a moment in which you suddenly see or understand something in a new or very clear way.\" I have been an IT professional for over 30 years and have seen my... View More
Whether we like it or not, we live in an omnichannel world. What is good about that, is it provides broader opportunities for communications to conveniently reach customers. In theory, this sounds gre
Years ago, there was a serious effort to bring customer communications management (CCM) into the broader enterprise content management (ECM) fold. While CCM stood for component content management back... View More
Document management has become one of the most elusive business concerns of the information age. Those that aggressively seek to improve operations are now finding that their document production and management... 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
Knowing the true value of an electronic customer (for eBilling and eDelivery) will allow management to make better decisions about a) communications strategy and b) the amount of corporate resources to... View More
EventEvolution Management Inc. is pleased to announce that the 2016 DOCUMENT Strategy Forum will be held on May 10-12 at the Hyatt Regency O’Hare in Chicago, IL—returning to the venue where... View More
There has been a lot of talk about automating the classification of documents and records. Most of the focus is on the accuracy of classification and eliminating errors. Less often, there is a discussion... View More
Technological advancements are enabling a fast-paced and ever-changing business world, where the adoption of the latest software solutions presents an opening to optimize corporate strategies... View More
I've been focusing a lot on engagement lately, whether that be employees or customers. Hey, people do indeed make the world go round! I want to focus this piece, though, on the impact of leadership on... 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
e-Spirit Inc., the leading expert in content and customer experience management, today introduced FirstSpirit CaaS, a content-as-a-service (CaaS) solution that helps companies monetize content by streamlining... View More
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
When I think about how far customer communications have evolved, it’s clear that we’ve entered a new era, one where the regulated document is moving from being an artifact of a transaction
How much do I owe? How do I pay? Where’s my bill? Are any of your customers asking these questions? If so, it might be time to rethink your utility bills.
Economic pressures, regulatory shifts and evolving consumer expectations are converging to create a complex environment for health insurers. Amid this turbulence, many payers are hesitant to invest in
