Improving customer experience is a key priority for enterprises today. To improve something, you need to have the ability to measure it. Based on your objective, measurement methodologies for... View More
Forrester fields hundreds of client inquiries each year on the topic of social business and collaboration, and the trend doesn't appear to be slowing. Often the first question is, "How far behind are we?"... 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
I think it would be irresponsible of me to write a series of columns about social networking without taking a look at the potential downside from a corporate perspective. As I pointed out in my last column,... View More
Last autumn, Greg Head, chief marketing officer of Infusionsoft, shared with me his concept about many in the digital marketing space. His idea was that these companies had been able to grow to the point... View More
One hot, new enterprise trend is mobile content management (MCM). Some will argue that “it’s just content management” and you don’t need the mobile descriptor. However, I believe... View More
Telstra today launched its global cloud-based unified communications service, enabling businesses to communicate and collaborate in real-time regardless of their location around the world. Nathan Bell,... View More
Cabinet NG (CNG), provider of electronic document management and workflow management software, announced the availability of the industry's first fully integrated document management, cloud-based file... View More
According to the American Management Association, a great appeal of customer-centricity is that it takes very little business acumen to grasp its core concept: Focus intensely on customers, aligning your... View More
Document and content collaboration all comes down to the individuals that interact with it—the users, the people. They are defined by consumer experience expectations and mobility as a style of working,... View More
So, I was on vacation a few weeks ago, and I made my mind up that I would spend an entire week independent of technology. I genuinely thought I could decrease my stress levels and be more relaxed if I... View More
Today, Adobe announced what is seen as its largest acquisition to date and a move toward being a one-stop-shop for marketers, with their agreement to acquire marketing automation firm Marketo for $4.75... View More
According to news reports, in March 2010, Facebook was the most visited website in the US, having more visits than Google for the first time. This announcement heralds the arrival of social networks. Celent... View More
After 18 years of measuring corporate reputations around the world, it is safe to say perceptions may not equal reality in an absolute sense, but there is little doubt that, over time, long-held perceptions... View More
A few weeks ago while attending a digital marketing conference, I was struck by a slightly strange presentation taking place on the stage, just a few feet in front of me. Discussing an apparently fruitful... View More
If you look anywhere within the technology world, the terms "Big Data" and "digital marketing" keep popping up. I confess I had a general idea as to what they all meant but had yet to see the practical... View More
EventEvolution Management Inc., producers of DOCUMENT Strategy Forum, is excited to announce that its 2015 Opening Keynote on Tuesday, May 12th at the Hyatt Regency, Greenwich, CT, will feature David Mario... View More
A recent article on Chiefmartec asked an interesting question about automation in marketing: Is automation making things more efficient for the company or the customer? The example they gave is someth
AIIM, the global community of information professionals, today announced a new social media governance training program for information management practitioners at all levels who are challenged to effectively... View More
Robotic Process Automation (RPA) has long been recognized as a tool that clicks buttons faster than humans, excelling at repetitive tasks like moving files or exporting reports
For decades, customer communications management (CCM) has focused on outbound engagement, such as statements, explanations of benefits (EOBs) and annual notifications of changes (ANOCs), delivered in
When I think about how far customer communications have evolved, it’s clear that we’ve entered a new era, one where the regulated document is moving from being an artifact of a transaction
How much do I owe? How do I pay? Where’s my bill? Are any of your customers asking these questions? If so, it might be time to rethink your utility bills.
Economic pressures, regulatory shifts and evolving consumer expectations are converging to create a complex environment for health insurers. Amid this turbulence, many payers are hesitant to invest in
