Successful companies have a customer-centric view, providing a rich experience at every interaction. However, a lot of organizations fail to deliver an excellent, consistent customer experience (CX) because... 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
Seamless and personalized customer interactions are no longer just a competitive advantage — they’re an expectation. Whether a customer is applying for a credit card, opening a bank account,... View More
Madison Advisors today announced it will sponsor an Executive Roundtable on May 12 at DOCUMENT Strategy Forum ’16 held May 10-12 at the Hyatt Regency O’Hare Chicago. The roundtable will take... View More
Since the conclusion of the DOCUMENT Strategy Forum (DSF), which was held May 1-3 in downtown Chicago, we’ve had a chance to review some of the central themes emerging from the conference and our... View More
Anexinet Corporation, a leading provider of digital, analytics and hybrid IT solutions, announced its Mobile Customer Self-Service (MCSS) development platform. The new offering gives organizations the... 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
Many of today’s business owners are using AI tech to help improve customer experience. Here are some ways where you can use AI to leave a lasting impression.Create Better Targeted AdsNo one would... View More
Personalizing things is not new. We have engraved items and composed personal letters and communications for centuries, but can we do this economically and efficiently?... View More
Over the last several years, the fervor around the “customer experience” has only exponentially increased. Why? It’s becoming clear that it’s tied to an attention-grabbing outcome—yes,... View More
Recent research by Forrester examined the impact that clear communications had on customer experience (CX) scores for organizations in a number of industries. It may come as no surprise that the results... View More
In the first quarter of the year, we are still powered by some of the resolutions we set for the new year, which certainly includes our work in improving our communications to enhance the customer experience... View More
A recent research study by Aspire entitled, “The State of CCM-to-CXM Transformation” uncovered exciting intelligence on the radical changes transforming the Customer Communications Management
I am not sure if it was General Patton, Lee Iacocca, or Thomas Paine, but someone said, “Lead, follow, or get out of the way.” In any case, it’s time for customer experience (CX) thinking.... View More
While every DOCUMENT Strategy Forum (DSF) conference is a great learning and sharing experience for those of us who own, execute, and manage customer communications, this last one in Boston marked a real... View More
What’s in your password? Well, pretty soon, it might be your face. Passwords have always been a problem. They are necessary for account security but difficult to remember. Making matters worse, every... View More
During Enterprise World 2018, OpenText CEO Mark Barrenechea delivered the opening keynote address at their annual user conference to over 4,000 delegates. The theme of this year’s event was “Mundus... 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
