"Legacy" is a category into which Microsoft’s SharePoint certainly falls. Although it is a market leader and has a huge installed base, in regard to agility (particularly through the lens of user... View More
As more and more organizations look to move toward cloud content management, this particular technology segment is quickly evolving into a fragmented set of applications and tools. Today, cloud content... View More
I've been focusing a lot on engagement lately, whether that be employees or customers. Hey, people do indeed make the world go round! I want to focus this piece, though, on the impact of leadership on... View More
Since Fortune magazine created the very first Most Admired Companies list and ranking of corporate reputation in 1983, academics and practitioners alike have been constantly defining and redefining the... View More
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
I’ve been hearing a lot of angry outbursts from workers, frustrated with shared “group” level electronic content management (ECM) systems. Complaints include: It takes too long to index... View More
A very dear Singaporean friend of mine taught me Wayne Gretzky’s saying, "A good hockey player plays where the puck is. A great hockey player plays where the puck is going to be." This is great food... View More
There’s a lot of talk about the change in enterprise content management (ECM). There’s change in the name of ECM: One camp wants to call it “Content Services” and another “Intelligent... View More
Prinova, Inc., a leader in developing and delivering innovative software and services for the customer communications management (CCM) market, will be sharing insights on how business users can get full... View More
Ask a twentysomething if they pay all their bills online and they’ll respond: Is there another way to pay? For a typical 25-year-old, the digital world and real world are intertwined. Born between... View More
Knowing the true value of an electronic customer (for eBilling and eDelivery) will allow management to make better decisions about a) communications strategy and b) the amount of corporate resources to... View More
Having spent many years in the “conversion optimization” subdiscipline of marketing—a forerunner to what is now known as “growth hacking” in some circles—I’ve... View More
What major changes happening now will transform the document management landscape over the coming years? Over time, products improve through innovation, but it can be tough to understand which innovation... View More
Gartner announced earlier this year that enterprise content management (ECM) was dead and that the industry’s focus should shift toward content services instead. While this caused some intense debate,... View More
Document management systems have become very complex, especially when implementing a new system across many departments. Each of those departments often has a different business focus— all the while... View More
Question: When creating a strategy, what’s the difference between the tactical side of the strategy or the strategic side? How do I determine what’s really important?JOHN KNOTTS, @johnrknottsI'm... View More
Customer communications surrounding accounts receivable (AR), particularly those regarding overdue payments and the initiation of collections, are among the trickiest to craft given the critical... View More
Identify a change leader who has organizational change management experience. Look for people who have helped with mergers and acquisitions or significant business process changes. Have a clear vision... View More
Cloud infrastructures can have many variations (software as a service, infrastructure as a service, platform as a service and managed hosting), and within each of these models, a cloud deployment can be... 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
