Developing a customer communications management (CCM) strategy is analogous to putting together a jigsaw puzzle. To arrive at the solution, the pieces need to be interlocked together in an integrated technology... View More
There was a time when banking institutions had a veritable monopoly on products, services, and the customer relationship. However, this influence has been weakening in recent years, as third-party financial... View More
With 2018 behind us, it’s that time of year when we reflect on the past developments that took place in our industry and to speculate on the technology innovations yet to come. We saw the emergence... View More
For those of us in traditional document management domains and highly regulated industries, the ways in which our business operations, products, and customer experiences have changed over the past 20 years... View More
In the new year, customer communications will continue to be critical for improving customer experiences. As we shift customer communications to a strategic function in the enterprise, it's important to... View More
2018 was quite the wild ride for enterprise technologists, as organizations tried to separate fact from fantasy. It's clear that the freight train known as artificial intelligence (AI) can't be stopped,... View More
One of the topics critical to your success in 2019 and beyond will be the integration of technologies. Even more important, we must find ways to foster collaboration between the teams that use these various... View More
Increasingly, business strategies across many industries are shifting to become more customer-centric than ever. At the same, there is tremendous market consolidation between customer relationship management... View More
We often talk about the value of simplicity in terms of clarity. For example, is a letter or form easy to understand? Does it use plain language? Is the information well organized? While clarity is important,... View More
As the amount of data and documents increase at a dramatic rate, enterprises struggle with organizing and maintaining their forms and documents, leading to increased costs and poor customer experience.... View More
Every year, we post our list of the top communication trends expected to make the biggest impact on the industry. I think it's important to hold myself accountable for the predictions we've set—sometimes... View More
Customer management technology firm Glassbox announced the closing of a $25 million round of financing, late last week. This investment by Updata Partners, a Washington, DC-based growth equity firm focused... View More
84% of surveyed consumers across all industries report their experiences with digital tools and services fall short of expectations, according to a recent Gartner report. "Despite efforts," said Gartner... View More
In 2018, nearly 75% of consumers own a smart phone, with many of these individuals plugged in at all times. As a result, the market has adapted, and new technologies have increased the number of channels... View More
Today, Adobe announced what is seen as its largest acquisition to date and a move toward being a one-stop-shop for marketers, with their agreement to acquire marketing automation firm Marketo for $4.75... 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
Despite what you may think, most customers like to be contacted by the companies they do business with, as long as that content meets their needs, is timely, and relevant. On the other hand, if their customer... View More
Today’s consumers aren’t satisfied with simply “liking” a brand or other simple exchanges on their social channels. They expect actual interaction from these companies. If they... View More
The DOCUMENT Strategy Forum (DSF) just keeps getting better every year. In Boston, the energy was apparent at the event, the vendor exhibits had some new faces, and we heard about some future technologies... View More
In this digital age, the “document” has seemingly gone out of style. So, where does that leave the document management industry? Like so many, we’re in a state of transformation, but... View More
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
