Building and protecting the company’s reputation is a growing concern for CEOs and board of directors. More and more, stakeholders influence your business success, and with social media, it has become... View More
In the last few posts, I discussed a process to move forward in the changing world of print to mail. First, evaluate your commitment to the operation or business model. Next, if you are staying in the... View More
Years ago, there was a serious effort to bring customer communications management (CCM) into the broader enterprise content management (ECM) fold. While CCM stood for component content management back... View More
I recently returned from a visit to Call Center World in Europe, one of the largest trade shows covering customer relationship management (CRM), which is transitioning to customer engagement management... View More
If there is one thing that the technology industry has never been short of, then that would be big ideas. Regardless of how on many occasions, perhaps most, the realization of those ideas falls short of... View More
Successful enterprise content management (ECM) business cases align with organizational planning imperatives, demonstrate creativity and innovation in solution concepts, deliver value for money and offer... View More
Once the need for a signature has been established, there are several methods that can be employed for signing electronic forms. The validity of the signature is all about the process used to collect... View More
Document management has become one of the most elusive business concerns of the information age. Those that aggressively seek to improve operations are now finding that their document production and management... View More
Whether you’re planning to rewrite all your documents to improve your customer’s experience or planning to migrate them from a legacy platform to a modern publishing system and possibly convert... View More
In the last post, I discussed evaluating the commitment to your print to mail operation. Albert Einstein said the definition of insanity is “doing the same thing over and over again and expecting... 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
Have you implemented an effective set of metrics and measures within your customer communications management program (CCM)? For some of our clients, these metrics and measures are sketchy at best, or have... View More
So much attention is paid to the bring your own device (BYOD) phenomenon and trends around mobile device deployment and adoption in the workplace. Mobile devices are already changing the way we work—and... View More
Surprise! Your company is not the center of the universe. Unfortunately, too many companies think of themselves as being the center of their customer\'s universe. While this “may” be true for... View More
Last year, we started to see the term omni-channel bandied around quite a bit, and the increasing “buzziness” of this word is only gaining steam. I’ll admit this catchy moniker made me... View More
Re-engineering process improvement methodology and workflow technology, as applied to content routed in email and paper, can result in a dramatic reduction of product/service cost and non-value added steps.... View More
Recently, the Washington Post published an article about the continued use of \"autopen\" technology in government offices in Washington. The technology, originally deployed back in the 1930s, allows paper... View More
Perceptive Software, creator of enterprise content management (ECM) and business process management (BPM) solutions, announces the general availability of its Perceptive Reflect process mining and visualization... View More
Organizations have been dealing with digital technologies for decades, but the last five years have seen some remarkable leaps in capabilities that led directly to cost reductions and vast increases in... View More
Other than not really understanding what information management is, the single biggest obstacle to information management at most organizations is the lack of a viable business case: If you can’t... View More
Enterprise software has aimed to remove friction, reduce reliance on technical resources and put more control in the hands of the teams who understand the task at hand
AI has dominated headlines for the past few years in the regulated communications space, and in many ways, deservedly so. It can automate processes, personalize at scale and accelerate the production
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
