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
It was roughly a year ago when OpenText CEO Mark Barrenechea strode onto the main stage at their annual customer event in Toronto to declare the company’s rebirth in the cloud. In early July, OpenText... View More
In early August, Quadient, a leader in the customer communications management (CCM) software market, introduced the latest addition to its CCM solution portfolio with ... View More
On Monday, Pitney Bowes rocked the customer communications management (CCM) market with the announcement that they had sold their full customer communications and customer engagement solutions portfolio,... View More
It’s been a few months since DSF ’19 ended, and I'm still processing the vast quantity of information shared at the conference. The 2019 move to Anaheim brought new ideas into the mix, and... View More
Digital transformation has seized the imagination of virtually every C-suite. It promises to radically enhance customer engagement and loyalty across all business functions while improving competitiveness,... View More
Analysts from the leading research firms—who examine the latest use cases for mission-critical customer journeys—are beginning to arrive at the same conclusion: Software products and platforms... View More
Enterprise software has aimed to remove friction, reduce reliance on technical resources and put more control in the hands of the teams who understand the task at hand
AI has dominated headlines for the past few years in the regulated communications space, and in many ways, deservedly so. It can automate processes, personalize at scale and accelerate the production
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
