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
It’s tough for someone from Chicagoland to quote Vince Lombardi even once in an article, but it appears to be necessary to quote him twice as we prepare for 2021... View More
In the broadest sense, “transformation” means retiring manual, legacy business processes & systems and replacing them with a reimagined, more efficient and effective process and modern tech... View More
Looking for unconventional ways to motivate your employees to adopt a new system or create a livelier workplace? Discover what gamification is and how it can be applied... View More
IDC has predicted that by 2024, artificial intelligence (AI) will be integral to every part of the business. There’s no doubt it is already having an impact in the workplace. From simplifying and... View More
Hitting unsubscribe is easy. We’ve all done it. It’s easy because the law requires it to be easy (and nobody likes paying fines). It’s also a best practice to make unsubscribing to emails... View More
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,
