Every line of business in the insurance industry has segment-specific communication challenges. Add reinsurance, and you compound the challenge of creating the best communication for each type of inte
For many industries, business models that worked in the past don't work as well today. Most every business scrambled during the pandemic. Organizations needed to rapidly change to a digital first foc... View More
Customer communications management (CCM) in the cloud has been contemplated for almost two decades. With the processing and I/O demands of large batch communications the feasibility of hosting these s
It is impossible to witness the changes in business over the past few years without recognizing the need for a communications strategy that reaches beyond the document-centric one we know... View More
You’ve been pivoting without stopping. You’ve thought you arrived at a “new normal” three times in two years. You’ve been introduced to new colleagues that need new integrations.... View More
This pandemic has taught us to rethink how we accomplish basic and fundamental activities, like dining, socializing, shopping, learning and yes, even working... View More
Usually, I write predictions for the industry at the start of each year, but let’s try something different. Let’s talk about your predictions and how you will measure your 2022 plan against... View More
Many of today’s business owners are using AI tech to help improve customer experience. Here are some ways where you can use AI to leave a lasting impression.Create Better Targeted AdsNo one would... View More
When giving consideration to the communications that support your customer experience strategy, it’s important to have a clear understanding of the long-term impact of your choices... View More
In the midst of shifting workforces, rapidly evolving customer expectations and newly emerging channels, upgrading to cloud-based B2C communications solutions has never been more attractive... View More
After spending two decades in the industry, I am aware that non-document people think what we do is boring. While it hurts my feelings a bit, they are right most of the time. If we plan, design, resea
Global industry is in the midst of unprecedented change. Heralded by many as the ‘fourth industrial revolution,’ one of its key drivers is digital transformation, a technological advancement... View More
There has been a lot in the news on the “Great Resignation,” an anticipated major wave of job changes as the pandemic slows down. Some resignations are simply pent up from people who didn’t... View More
People are often surprised by the number and complexity of forms in their organizations. When they conduct an audit of what needs to be changed to comply with accessibility regulations, they often realize... View More
Approximately two decades ago, document professionals began to look at routine documents, such as monthly invoices or statements, more closely and recognized the blank white space on the page was valu
While it’s impossible to predict exactly what the post-COVID-19 world will look like, we can be fairly certain that business as we knew it over a year ago is not going to be the same. While organiza
To say 2020 was a year full of disruption is an understatement. From dealing with a global pandemic and navigating related lockdowns to embracing a contactless, digital-first world, companies had to q
To me, the road to the future looks like a winding road through the front windshield, but it seems to appear as a straight path from the rearview mirror. As we consider the future of omnichannel custo
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
