For several years now we have been reading about the importance of embarking on a digital transformation journey and the value of speed and clarity when communicating with customers... View More
The COVID-19 pandemic has dramatically impacted nearly every aspect of daily life for everyone around the world. What hasn’t changed is the need for businesses to continue to support their customers
There is an expression, “The only constant is change.” That certainly appears to be true in 2020, and especially so for communicators in almost every industry... View More
In 2019, news about the latest acquisitions, continued market consolidation, and maturing technology capabilities (like robotic process automation, artificial intelligence, cloud, and intelligent automation)... View More
2019 was a year in which we saw robotic process automation, artificial intelligence (AI), low-code architectures, and conversational interfaces firmly take root within the enterprise. Leaders moved from... View More
Privacy management can be a massive elephant in the room when it comes to customer experience. Consumer tech companies, such as Amazon and Netflix, have elevated customer experience expectations to the... View More
Over the past decade, the customer communications management (CCM) industry has been witness to some major acquisitions of key market leaders, with several of them touting a new business market share in... View More
While many industry pundits have focused on traditional enterprise content management (ECM) vendors transitioning from document management to content services platforms, a parallel, and potentially a more... View More
Almost four years into this vision, we expect that customer communications as we know it today will evolve into more vibrant conversations. The cloud, artificial intelligence (AI), data intelligence, and... View More
As a collaboration analyst, one of the most frequently asked questions I get from organizations is, "What apps or tools should we be evaluating?" I always respond with a follow-up question, "Well, what... View More
Just how valuable is the customer experience (CX) to the bottom line? Will it help you retain customers and outpace your competition? The answer, of course, is a resounding, “Yes.” For every... View More
Everybody in the customer communications management (CCM) industry is talking about omni-channel. For some, it’s part of a larger digital transformation within the enterprise... View More
As September drew to a close, Neopost, one of the most historic brands in the mailing and document solutions industry, announced plans to realign their 90-year-old corporate identity under Quadient, focusing... View More
In a new study released by the Institute for Operations Research and the Management Sciences (INFORMS), they found that artificial intelligence (AI)-driven chatbots can outsell inexperienced human employees... View More
As we near the close of the year and look toward 2020, organizations are taking stock of their digital strategies and the interconnected ecosystems that support them to map out new opportunities for evolving... View More
Unfortunately, poorly implemented systems become like a black hole over time—impossible to escape because of the growing importance around all the accumulated complexity of the solution. So, how... View More
Test data strategy belongs in boardroom discussions, not buried in technical specifications. But here's what actually happens: executives assume IT has it handled, middle managers inherit whatever st
Despite their pivotal role in customer journeys, forms are still viewed by many organizations as operational overhead. In a digital-first era, that outdated view is a hidden drain on revenue and a gro
2026 isn’t a year of incremental improvements in customer communications. It’s the year AI stops assisting and starts acting, and for CCM practitioners
The current state of AI document processing follows a recognizable pattern. An organization crafts a prompt — often quite sophisticated with detailed instructions and examples — passes it to a lar
Here are the top 7 ways a dynamic, custom welcome kit can help you maintain and grow your membership rates, improve engagement and keep your members satisfied
