By Topic: Customer Communications Management

Customer expectations are undergoing a significant transformation because of advancing technologies, changing behaviors and evolving business practices... View More

The potential of generative AI to positively impact how we work and live is massive... View More

Editor’s Note: This is part 2 of a 3-part series on AI in CCM. You can find part 1 in our Spring issue. Look for part 3 in the next issue... View More

Generative AI (GenAI) is set to revolutionize the Customer Communications Management (CCM) industry, driving profound changes in how businesses interact with their customers... View More

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

With millennials set to make up 75% of the global workforce by 2025, we wanted to break down how perspectives are shifting. Here are the four most important takeaways from this year’s survey... View More

I have had the pleasure of working in the information management and process automation fields for near 40 years. During this time, I held many different positions, two of which really opened my eyes... View More

Personalizing things is not new. We have engraved items and composed personal letters and communications for centuries, but can we do this economically and efficiently?... View More

It’s no secret that digital channels have become foundational to the delivery of customer communications, with customers increasingly indicating mobile apps, SMS, email and other digital delivery... View More

In today’s market, customers have more choices than ever. Robust internet access has made it easier to find alternative providers... View More

Customer communications surrounding accounts receivable (AR), particularly those regarding overdue payments and the initiation of collections, are among the trickiest to craft given the critical... View More

Customer experience is the heart of an organization’s relationship with its customers. Post-pandemic customer expectations are still higher than ever. Consumers want to be able to interact with orga

In an era defined by rapid technological evolution, the landscape of communication is undergoing a transformation of unprecedented proportions. Our world is more interconnected than ever before, with... View More

Sometimes small events happen, and we notice immediately. Sometimes important events happen, and we don’t notice at all. Something major happened in 2022. The CCM Market entered the Post-Prem Era

In the current business landscape, those who create and manage customer communications are faced with a unique set of challenges. On top of delivering important information in a way that reflects your

At their inception, customer communications management (CCM) systems were designed to support print and mail operations... View More

Technological advancements are enabling a fast-paced and ever-changing business world, where the adoption of the latest software solutions presents an opening to optimize corporate strategies... View More

In today’s fast-paced and ever-changing business world, organizational agility has become more important than ever... View More

What can go wrong without rigorous data security and compliance? In short, everything. According to Statista, a market leader in providing reliable market, company and consumer data, cybersecurity r... View More

In this Industry Trends Q&A, Ernie Crawford, President & CEO of Crawford Technologies, shares his thoughts on AI’s possibilities in CCM and CX as well as other recent trends... View More