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
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
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
Global reputation management across borders in 2014 is where local reputation management with multiple stakeholders was in the late 1990s. For leading multinationals, it will get harder before it gets... View More
In my travels, I have often been told how complex enterprise content management (ECM) is to understand and implement. I find this somewhat curious and disconcerting. Perhaps this is due to my longevity... View More
In Forrester’s latest Wave report “ECM Transactional Content Services,” they point to enterprise search and content analytics as the key features that will differentiate which service... View More
Around the world, corporate brands are being activated like never before, replacing product claims with family values and cultural relevance in 2014 global platforms, like the Sochi Winter Olympics and... View More
Document management is such an enormous subject that it is very difficult for any organization to effectively wrap its arms around the entire system and successfully improve it. However, the document is... 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
Building and protecting the company’s reputation is a growing concern for CEOs and board of directors. More and more, stakeholders influence your business success, and with social media, it has become... View More
Corporate reputations have only been measured in earnest since the 1990s, and within the nascent management discipline of reputation management, there continues to be a healthy debate about how to use... View More
In a time where brand loyalty is shrinking and you are being judged in every single interaction with a customer, is it any wonder that organizations are constantly talking about competitive differentiation?... View More
As the economic recovery progresses, organizations continue to seek ways to control costs and boost employee productivity in order to grow or maintain profits. At the same time, the savvy organization... View More
Disruption has become the new industry buzzword these days. At every conference I’ve attended this year, “disruption” or “digital disruption” finds its way into the keynote.... 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
Summer here in London sometimes catches out visitors to the city. As usual, the city received its sudden hot snap—10 degrees centigrade above the normal summer average—for a week or so, and... 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
Some documents seem to have a life of their own, making you wonder, “Who designed this?!” Even in today's information age, not everyone has the skillset of a designer. Even templates—pre-made... View More
As we bring our document applications into the omni-channel era, it’s critical to understand several important questions before starting any major redesign of your customer communications... 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
