A seismic wave is rumbling through the workplace with AI and automation actively transforming employee productivity and reshaping operations... View More
Today, executives are excited about the promise of artificial intelligence (AI) to help their businesses grow and innovate, potentially transforming every part of work, delighting customers with new e
In today’s fast-paced world, patience is a rare commodity, especially when dealing with the cumbersome task of filling out forms. Whether paper or digital, forms are often seen as necessary evils
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
In an era driven by digital transformation, the management of print communications may appear to be a fading necessity. However, for many businesses, the need for efficient, accurate and cost-effectiv
As we stand at the dawn of a new era in artificial intelligence, the debut of OpenAI's ChatGPT has elicited a broad range of responses. The spectrum of reactions spans from jubilation and awe to skep... View More
This year’s DOCUMENT Strategy Forum (DSF ’23) was held from May 22 to 24 in Charlotte, NC. Many CCM professionals meet annually at DSF to discuss evolving trends and best practices... View More
With customer communications being a key lifeline of your business, an automated, modern CCM system can be critical to your continued success... View More
Customers aren’t contacting your support team because they need help. They’re contacting you because your communications are unclear.This hidden problem — known as failure demand — is driving
We have spent more than two decades in customer communications and we have watched every version of the upgrade cycle in customer communications management (CCM).Templates got more sophisticated, comp
The customer starts an address change on mobile, gets halfway through, switches to the website, and is told they are missing a document they already uploaded. They open chat, where the bot confidently
Over the course of my career as a CIO in a highly regulated industry, I have personally overseen millions of dollars in enterprise content management (ECM) investments. Platforms. Migrations. Integrat
