By Topic: Customer Communications Management

So, what’s new at the US Postal Service (USPS)? The short answer: growth in meeting parcel volume due to e-commerce and Informed Delivery. Advertising mail is still strong, but First-Class Mail continues... View More

Caught in the wake of customer experience (CX) giants like Amazon, Zappos, and Apple, companies in every industry, including heavily regulated ones, are recognizing that CX is becoming a more important... 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

Last month, we released the sixth edition of our "Customer Communications Management (CCM) Solutions Market Study." When reading the report, you may notice a common theme, which can be summarized in a... View More

Smart Communications, the innovator in customer and business conversations, has announced the availability of the next version of its enterprise solutions. With its latest release, Smart Communications... View More

Speedpay, Inc., a Western Union company, and Nordis Technologies announced an alliance to offer improved cloud-based customer communications management services to Speedpay clients. This strategic agreement... View More

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

This past week, customer communications management (CCM) powerhouse GMC Software announced its integration into a new division of parent company Neopost, operating under the name of Quadient... View More

DSF ’18 is pleased to announce the 2018 Advisory Board, a group of forward-thinking executives charged with creating, managing, and directing the overall education program at the annual Conference.... View More

If you regularly follow our publication, then you know we’ve been covering the dynamic shifts within the customer communications management (CCM) market. More often than not, the conversation... View More

Previously, we looked at the path to document accessibility and the importance of the ... View More

Crawford Technologies, a provider of innovative document solutions that streamline, improve and manage customer communications, announces the release of the newest upgrade of its software suite, CrawfordTech... View More

Over the past year, I’ve been lucky enough to be invited to several leadership discussions about customer experience (CX) programs at some major banks, insurers, and service providers. Once a CX... View More

Every December, we feature the 10 most popular articles on our site as a retrospective look at the topics and market trends that inspired us, challenged our established views, and pushed us to think outside... View More

In light of the recent focus on customer experience (CX) and customer journey mapping, enterprise leaders in sales and marketing have to refocus their strategies around multiple customer journeys and across... View More

Last month, we took a brief look at some of the accessibility laws in the US, Canada, and other jurisdictions that have implications for the customer communications you provide to the public. If your organization... View More

There are many ways to observe and record customer journeys—some are right, and some are ultimately incorrect. There is a place for both data and passion in any successful customer journey mapping... View More

If you're a buyer or seller of customer communications management (CCM) solutions, you're living in a great time—a time of great opportunity to radically improve communication processes, communication... View More

Cincom Systems, a worldwide software provider, announced today that Alaska National Insurance Company (www.alaskanational.com), a leading insurer offering a comprehensive spectrum of commercial lines insurance... View More

Messagepoint Inc., a leader in developing and delivering innovative software and services within the Customer Communications Management (CCM) market, announces its cloud-based content management platform,... View More