By Topic: Customer Communications Management

Organizations in every industry are recognizing that building strategies to manage the customer experience (CX) has become critical to their business success. Tracking and honoring customer preferences,... View More

In two recent studies on the annual state of the transactional and marketing communications markets, respectively, we surveyed a total of 8,000 consumers and 1,200 enterprise professionals across North... View More

Smart Communications, an innovator in customer and business conversations, announced plans to integrate with popular voice assistants (such as Amazon’s Alexa and Google Home), and to allow the delivery... View More

While automation has made creating accessible documents more efficient, testing is still a vital step in the process. However, it's a component that is less familiar to many organizations. When we talk... View More

OpenText (NASDAQ: OTEX, TSX: OTEX), the global leader in Enterprise Information Management (EIM), today announced the availability of OpenText Release 16 Enhancement Pack 3 (EP3). This release delivers... View More

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