With its latest release of Quadient Inspire R12, global customer communications management (CCM) heavyweight Quadient has clearly set their sights on the digital experience. This enhanced offering also... 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
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
As companies grow, processes and systems that operate well at a certain capacity often cannot keep up with larger demand, which inevitably complicates workflows and slows operations... View More
Messagepoint Inc. (formerly Prinova Corp), a leader in developing and delivering innovative software and services within the Customer Communications Management (CCM) market, announced that Patrick Kehoe... View More
Snapforce CEO, Richard Gabriel, announced the worldwide release of its new version Prodigy, “Using our new proprietary crm framework, we built Prodigy, a product that combines the latest in CRM intelligence.”... View More
Even after all these years, organizations still lack a consistent focus on improving employee experiences and engagement. Given that this is directly tied to customer experiences, it should be a no brainer... View More
There is a crisis in enterprise communications and collaboration—due in large part to the overwhelming technology and application silos that cause a lot of user complexity and confusion. Enterprise... 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
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
GMC Software (GMC), a leader in customer communications management, announced today that it will be showcasing its newest technology, GMC Inspire Customer Journey Mapping, in booth #414 at Document Strategy... View More
The plague of locusts, partisan bickering, and customer communications management (CCM): Do you see a link? Maybe not at first, but after being in the industry for as long as I have, I sure do. Each cause... View More
What has the biggest impact on the success of a customer communications management (CCM) project: people, process, or technology? The reality is that it takes a champion within the organization who can... View More
In my last article, I discussed how clear and concise customer communications can dramatically improve your organization's customer experience (CX). Clarity is important. However, another critical aspect... View More
There are many ways to observe and record customer journeys—some are right, and some are ultimately incorrect. There is a place for both data and passion in any successful customer journey mapping... View More
Salesforce has become one of the leading customer relationship management (CRM) apps available today. It's probably best known for its capacity to store customer and prospect information, centralize data,... 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
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
