A customer communication is rarely just a document. It is a claim being paid, a benefit being explained, a disclosure that has to be exactly right. It is the moment a person decides whether the organi
There is a conversation happening in boardrooms and compliance offices across financial services, insurance, healthcare and utilities that tends to start with regulation and end with obligation. Organ
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 —... View More
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
In 2026, many organizations are still trying to meet modern expectations with yesterday's siloed content operating model. Until that changes, the gap between what customers expect and what organizations... View More
Despite their pivotal role in customer journeys, forms are still viewed by many organizations as operational overhead. In a digital-first era, that outdated view is a hidden drain on revenue and a gro
The current state of AI document processing follows a recognizable pattern. An organization crafts a prompt — often quite sophisticated with detailed instructions and examples — passes it to... View More
As technology accelerates and customers adopt their own AI assistants, the old model of static, one-way communication is starting to look a lot like sending a fax in the age of TikTok... View More
IDP, an AI-powered technology that reads documents and extracts meaning, has quickly become the advanced successor to traditional document extraction tools such as OCR... View More
The modern workplace is being redefined by generative AI. Tools such as Microsoft 365 Copilot, ChatGPT, Claude and Perplexity are no longer experimental novelties, they are everyday assistants shaping
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... View More
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... View More
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
Resistance to change is a familiar challenge in any transformation initiative, but it becomes especially entrenched in document-heavy environments. These are the systems and workflows that have been b
Artificial intelligence (AI) is such a fast-moving piece of technology that it is hard to keep up with everything that it can do. The features that are front end center are the multimedia production c
Change is the only constant when it comes to IT applications. Specifically for Enterprise Content Management (ECM) and Robotic Process Automation (RPA), proper knowledge is a necessity before inevitab
Remember the last time you filled out a mortgage application? If you're like most people, you probably spent hours wrestling with confusing forms, deciphering legal jargon and hunting down supporting... View More
A customer communication is rarely just a document. It is a claim being paid, a benefit being explained, a disclosure that has to be exactly right. It is the moment a person decides whether the organi
How might highly regulated organizations maintain a competitive edge while balancing rising customer expectations with strict adherence to regulatory requirements?
There is a conversation happening in boardrooms and compliance offices across financial services, insurance, healthcare and utilities that tends to start with regulation and end with obligation. Organ
