With increasing competition both in person and online, businesses have found a need to improve the customer experience throughout each transaction... View More
Author of The Facebook Effect: The Inside Story of the Company That is Connecting the World. EventEvolution Management Inc. is excited to announce David Kirkpatrick as the featured Keynote speaker of the... View More
BancTec, a leading global provider of document, content and payment processing solutions and outsourcing services, has announced the release of CaseVision, a powerful workflow and case management platform... View More
Social media is now established as a sustainable media channel, and insurers are beginning to develop programs to respond to the threats and opportunities in this new space. From a defensive standpoint,... View More
It’s this tension between orchestration and execution that I have seen in my travels looking at the digital marketing and sales technology markets—and, for the most part, a glaring hole where... View More
Analysts from the leading research firms—who examine the latest use cases for mission-critical customer journeys—are beginning to arrive at the same conclusion: Software products and platforms... View More
Here we are in 2010, looking back on the first full decade of the new millennium and facing business and technology challenges that were science fiction when I started working for the family business in... View More
The term silo has become something of a stop word; a term that when we hear it or read it, we almost begin to lose concentration (or for that matter, consciousness) from what other part of the message... View More
GMC Software Technology (GMC), the award-winning leader in Customer Communications Management (CCM) and output management will be sharing a host of innovative CCM solutions at DOCUMENT Strategy Forum ‘15,... View More
I’ve covered collaboration technology for many years now and have also been focusing on the people aspect of collaboration as well. After all, collaboration is between people. One thing many enterprises... 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
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
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
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
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
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
