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
Customer experience is the heart of an organization’s relationship with its customers. Post-pandemic customer expectations are still higher than ever. Consumers want to be able to interact with orga
In an era defined by rapid technological evolution, the landscape of communication is undergoing a transformation of unprecedented proportions. Our world is more interconnected than ever before, with... View More
Sometimes small events happen, and we notice immediately. Sometimes important events happen, and we don’t notice at all. Something major happened in 2022. The CCM Market entered the Post-Prem Era
In the current business landscape, those who create and manage customer communications are faced with a unique set of challenges. On top of delivering important information in a way that reflects your
In an era driven by digital transformation, the management of print communications may appear to be a fading necessity. However, for many businesses, the need for efficient, accurate and cost-effectiv
This article first appeared in the Fall 2023 issue of DOCUMENT STRATEGY.The term digital transformation is becoming something of a buzzword, but for many organizations this process is already well und
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
What can go wrong without rigorous data security and compliance? In short, everything. According to Statista, a market leader in providing reliable market, company and consumer data, cybersecurity r... View More
In this Industry Trends Q&A, Ernie Crawford, President & CEO of Crawford Technologies, shares his thoughts on AI’s possibilities in CCM and CX as well as other recent trends... View More
As we stand at the dawn of a new era in artificial intelligence, the debut of OpenAI's ChatGPT has elicited a broad range of responses. The spectrum of reactions spans from jubilation and awe to skep... View More
Organizations fail when they try to make ADA compliance a list of checkboxes. True accessibility is about providing a usable experience to people with disabilities who have real needs... View More
As an avid movie goer, I regularly visit my local cinema for the latest release, blockbusters, or smaller independent films. Recently it occurred to me that my ticket purchase behavior had narrowed to
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
Decreasing attention spans. Digital fatigue. Content overload. How effectively are you communicating with your customers?The disruption of the last two years has sparked lasting changes in the expecta
We have spent more than two decades in customer communications and we have watched every version of the upgrade cycle in customer communications management (CCM).Templates got more sophisticated, comp
The customer starts an address change on mobile, gets halfway through, switches to the website, and is told they are missing a document they already uploaded. They open chat, where the bot confidently
Over the course of my career as a CIO in a highly regulated industry, I have personally overseen millions of dollars in enterprise content management (ECM) investments. Platforms. Migrations. Integrat
Customer experience (CX) has become a defining measure of success across industries, and insurance is no exception. Today, loyalty and brand affinity are shaped not just by price alone,
