It’s been a few months since DSF ’19 ended, and I'm still processing the vast quantity of information shared at the conference. The 2019 move to Anaheim brought new ideas into the mix, and... View More
Customer communications management (CCM) systems are complicated to implement and maintain for a variety of reasons, but one of the most powerful external forces that adds complexity to these applications... View More
As voice-enabled devices (like Alexa, Google Home, or Siri) continue to penetrate more and more households, there are tremendous opportunities for businesses to use these capabilities to better serve their... View More
In a sneak peek of its latest version 16.6, enterprise information management leader OpenText offered a preview of the latest self-service innovations to its market-leading customer communications management... View More
After successfully venturing to the West Coast for the first time in 11 years, DOCUMENT Strategy Forum (DSF) is returning to where it all began–Chicago, IL. DSF ’20 Chicago will be held on... 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
Customer communications have transformed into conversations. This is because outbound marketing monologues are being replaced by customer-initiated dialogues. For brands, this means taking another look... 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
Many who read this publication are well aware of how complex it is to produce and manage certain types of customer communications. For example, take a look at a basic piece of correspondence. Just one... View More
Over the past few years, companies have started to pay an increasing amount of attention to their customer experience (CX) strategies. While the idea of businesses improving customer loyalty through a... View More
While our enterprise budgets for 2019 might be on track, it’s important to look at the projects that often don’t make the annual plan year after year. Customer communication management (CCM)... View More
It’s been 30 years since the arrival of customer communications management (CCM)— technology that was developed to help enterprises manage their high-volume transaction printing. In 2019, CCM... View More
Managing customer communications is a significant driver for improving customer satisfaction and increasing lifetime customer value in an organization. Yet, it remains under the radar within many businesses,... View More
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
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
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
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
