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. ... View More
Personalization is the core of what we do in CCM, and we do this on a scale that still requires specialized software that cannot be replaced by marketing or office editing tools. The number of persona
Bills, invoices and statements are opened, read and acted upon by nearly everyone. So too are letters and notices — some surveys say up to 99%... View More
Organizations fail when they try to make ADA compliance a list of checkboxes. True accessibility is about providing a usable experience to people with disabilities who have real needs... View More
Before we discuss the act of creating effective and personalized customer journeys, it is important to be reminded that the term “customer journey” tells us it’s the customer’s... View More
People are often surprised by the number and complexity of forms in their organizations. When they conduct an audit of what needs to be changed to comply with accessibility regulations, they often realize... View More
Document version control can be interesting. Ongoing official versions of the U.S. Constitution exist, for example, as do the drafts leading up to its initial adoption. The Constitution, like most documents... View More
As we bring our document applications into the omni-channel era, it’s critical to understand several important questions before starting any major redesign of your customer communications... View More
In 2018, nearly 75% of consumers own a smart phone, with many of these individuals plugged in at all times. As a result, the market has adapted, and new technologies have increased the number of channels... View More
Some documents seem to have a life of their own, making you wonder, “Who designed this?!” Even in today's information age, not everyone has the skillset of a designer. Even templates—pre-made... View More
Eclipse Corporation announced the acquisition of OF Software Ltd. of Canada, creators of DocOrigin software. DocOrigin is an enterprise software solution used to design, present and deliver mission critical... View More
Organizations of all sizes face tremendous challenges and pressures in providing seamless customer experiences through every channel of the customer’s preference. While engaging customers with relevant... View More
In customer communications, your business correspondence should ultimately improve the customer experience, providing content that engages the recipient in a consistent way. However, achieving this goal... View More
From personalization to multichannel, to what is today omnichannel, we have been talking for many years about the best way to communicate with customers. With all that has been studied, written and discussed... View More
As mobile data usage has risen 69% in the last year, understanding the value of implementing mobile-responsive designs to meet the global consumer’s demand for digital transformation is becoming... View More
The idea of using documents to speak to customers directly is nothing new. Since the late 90s, momentum has been building to use personalization and relevant messaging to connect more closely with customers.... View More
Most people would agree with the value of speaking and writing plainly and clearly, but so many of the communications we receive from our financial, health and insurance providers are confusing... View More
When I joined this industry as a document designer in the mid-1990s, I used a script-based tool with limited capabilities to visually confirm changes that I made to a document. As a result, I spent a great... View More
