By Topic: Customer Experience

CCM has come a long way since its early days when the industry was exclusively focused on document composition and print communications. Fast forward 30 years and the industry looks very different. Fr

The push to digital experiences will continue to grow as digital-savvy consumers demand that communications, invoices and, in general, customer service be available to them via their phones. That brin

While most companies recognize the need for digital communications, the majority fail to move beyond email and PDF versions of printed documents... View More

Every line of business in the insurance industry has segment-specific communication challenges. Add reinsurance, and you compound the challenge of creating the best communication for each type of inte

For many industries, business models that worked in the past don't work as well today. Most every business scrambled during the pandemic. Organizations needed to rapidly change to a digital first foc... View More

The first half of 2022 is behind us, and many of us may have slid on the fitness resolutions we made in January... View More

You’ve been pivoting without stopping. You’ve thought you arrived at a “new normal” three times in two years. You’ve been introduced to new colleagues that need new integrations.... View More

This pandemic has taught us to rethink how we accomplish basic and fundamental activities, like dining, socializing, shopping, learning and yes, even working... View More

Many of today’s business owners are using AI tech to help improve customer experience. Here are some ways where you can use AI to leave a lasting impression.Create Better Targeted AdsNo one would... View More

In the midst of shifting workforces, rapidly evolving customer expectations and newly emerging channels, upgrading to cloud-based B2C communications solutions has never been more attractive. Modern cu

Global industry is in the midst of unprecedented change. Heralded by many as the ‘fourth industrial revolution,’ one of its key drivers is digital transformation, a technological advancement... View More

It’s interesting times for customer communications professionals... View More

Today's customers expect relevant, personalized and timely communications when interacting with businesses... View More

Organizations have a unique opportunity to position themselves at the forefront of the longer-term transition in customer behavior... View More

It’s tough for someone from Chicagoland to quote Vince Lombardi even once in an article, but it appears to be necessary to quote him twice as we prepare for 2021... View More

Of the many things we’ve learned from the COVID-19 crisis, one is how difficult it can be to do business as usual outside of the office... View More

Let’s look at the lessons of 2020 and turn those into 2021 budget items... View More

Looking for unconventional ways to motivate your employees to adopt a new system or create a livelier workplace? Discover what gamification is and how it can be applied... View More

Hitting unsubscribe is easy. We’ve all done it. It’s easy because the law requires it to be easy (and nobody likes paying fines). It’s also a best practice to make unsubscribing to emails... View More

As organizations become more digital -- thanks in large part to COVID-19 -- they must identify how to best respond to customers appropriately, quickly and via preferred channels... View More