Personalization is the core of what we do in CCM, and we do this on a scale that still requires specialized software that cannot be replaced by marketing or office editing tools. The number of persona
Bills, invoices and statements are opened, read and acted upon by nearly everyone. So too are letters and notices — some surveys say up to 99%... View More
Organizations fail when they try to make ADA compliance a list of checkboxes. True accessibility is about providing a usable experience to people with disabilities who have real needs... View More
Before we discuss the act of creating effective and personalized customer journeys, it is important to be reminded that the term “customer journey” tells us it’s the customer’s... View More
Document version control can be interesting. Ongoing official versions of the U.S. Constitution exist, for example, as do the drafts leading up to its initial adoption. The Constitution, like most documents... View More
People are often surprised by the number and complexity of forms in their organizations. When they conduct an audit of what needs to be changed to comply with accessibility regulations, they often realize... View More
As we bring our document applications into the omni-channel era, it’s critical to understand several important questions before starting any major redesign of your customer communications... 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
Some documents seem to have a life of their own, making you wonder, “Who designed this?!” Even in today's information age, not everyone has the skillset of a designer. Even templates—pre-made... View More
As we stand at the forefront of a rapidly changing digital landscape, customer communications management (CCM) is facing a critical inflection point. The way businesses communicate with their customer
It's no secret that, despite the ongoing quest for digital transformation, many businesses are stuck in the old ways of using fillable PDFs and paper forms to capture information. The first thing tha
A Governance Policy Checklist for managing structured, dark, unstructured and semi-structured data is vital for organizations aiming to optimize operational efficiency, ensure compliance and enhance s
While we've explored how sophisticated technical strategies can enhance AI performance, it's now time to address the user-centric challenges that often determine the success or failure of these interactions
Ensuring document accessibility is essential for universal information access, catering to individuals who are blind, partially sighted or have cognitive impairments. Compliant, accessible document de
