By Topic: Customer Communications Management

This pandemic has taught us to rethink how we accomplish basic and fundamental activities, like dining, socializing, shopping, learning and yes, even working... View More

To me, the road to the future looks like a winding road through the front windshield, but it seems to appear as a straight path from the rearview mirror. As we consider the future of omnichannel custo

Usually, I write predictions for the industry at the start of each year, but let’s try something different. Let’s talk about your predictions and how you will measure your 2022 plan against... 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

After spending two decades in the industry, I am aware that non-document people think what we do is boring. While it hurts my feelings a bit, they are right most of the time. If we plan, design, resea

There has been a lot in the news on the “Great Resignation,” an anticipated major wave of job changes as the pandemic slows down. Some resignations are simply pent up from people who didn’t... View More

It’s interesting times for customer communications professionals... View More

While it’s impossible to predict exactly what the post-COVID-19 world will look like, we can be fairly certain that business as we knew it over a year ago is not going to be the same. While organiza

Approximately two decades ago, document professionals began to look at routine documents, such as monthly invoices or statements, more closely and recognized the blank white space on the page was valu

To say 2020 was a year full of disruption is an understatement. From dealing with a global pandemic and navigating related lockdowns to embracing a contactless, digital-first world, companies had to q

We were given the opportunity to learn many lessons in 2020, probably more than we wanted to learn... View More

Take this opportunity to look at your communication processes, evaluate what was working and what wasn’t and set a new direction... View More

Organizations have a unique opportunity to position themselves at the forefront of the longer-term transition in customer behavior... View More

In the broadest sense, “transformation” means retiring manual, legacy business processes & systems and replacing them with a reimagined, more efficient and effective process and modern tech... View More

Of the many things we’ve learned from the COVID-19 crisis, one is how difficult it can be to do business as usual outside of the office... View More

The last six months have brought about changes to businesses, families and individuals in ways we never could have imagined... View More

Having a well-managed CCM system ensures your ability to optimize the customer experience... View More

IDC has predicted that by 2024, artificial intelligence (AI) will be integral to every part of the business. There’s no doubt it is already having an impact in the workplace. From simplifying and... View More

Hitting unsubscribe is easy. We’ve all done it. It’s easy because the law requires it to be easy (and nobody likes paying fines). It’s also a best practice to make unsubscribing to emails... 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