Do Chatbots Really Improve Customer Purchases
Oct. 3 2019
In a new study released by the Institute for Operations Research and the Management Sciences (INFORMS), they found that artificial intelligence (AI)-driven chatbots can outsell inexperienced human employees... View More
5 Keys to Digital Innovation in 2020
Sept. 25 2019
As we near the close of the year and look toward 2020, organizations are taking stock of their digital strategies and the interconnected ecosystems that support them to map out new opportunities for evolving... View More
What the Rebirth of OpenText Means for Enterprise
Sept. 4 2019
It was roughly a year ago when OpenText CEO Mark Barrenechea strode onto the main stage at their annual customer event in Toronto to declare the company’s rebirth in the cloud. In early July, OpenText... View More
Pitney Bowes Sells the Software Solutions Business
Aug. 29 2019
On Monday, Pitney Bowes rocked the customer communications management (CCM) market with the announcement that they had sold their full customer communications and customer engagement solutions portfolio,... View More
Digital Experience Platform
July 30 2019
Analysts from the leading research firms—who examine the latest use cases for mission-critical customer journeys—are beginning to arrive at the same conclusion: Software products and platforms... View More
830x539_Connie
July 29 2019
Digital transformation has seized the imagination of virtually every C-suite. It promises to radically enhance customer engagement and loyalty across all business functions while improving competitiveness,... View More
Why a Quick Fix to Compliance is Hurting Your CX S
June 7 2019
Customer communications management (CCM) systems are complicated to implement and maintain for a variety of reasons, but one of the most powerful external forces that adds complexity to these applications... View More
Embrace Voice Assistants and Chatbots
May 28 2019
As voice-enabled devices (like Alexa, Google Home, or Siri) continue to penetrate more and more households, there are tremendous opportunities for businesses to use these capabilities to better serve their... View More
OpenText Exstream Previews New Web-Based Communica
May 21 2019
In a sneak peek of its latest version 16.6, enterprise information management leader OpenText offered a preview of the latest self-service innovations to its market-leading customer communications management... View More
830x539_James
May 9 2019
Customer communications have transformed into conversations. This is because outbound marketing monologues are being replaced by customer-initiated dialogues. For brands, this means taking another look... View More
830x539_Marci
May 7 2019
What has the biggest impact on the success of a customer communications management (CCM) project: people, process, or technology? The reality is that it takes a champion within the organization who can... View More
830x539_Capgemini
April 25 2019
To keep up with evolving customer needs and the necessary infrastructure required to orchestrate seamless customer experiences, organizations continue to invest heavily in the technologies... View More
All Roads Lead to CX
April 18 2019
Building superior customer experiences has cast a long shadow at most organizations, as many scramble to transform their traditional business models around the customer. It’s also a topic that still... View More
4 Steps for Better Content for CX
March 11 2019
Many who read this publication are well aware of how complex it is to produce and manage certain types of customer communications. For example, take a look at a basic piece of correspondence. Just one... View More
Digital Communication and CX
Feb. 19 2019
Over the past few years, companies have started to pay an increasing amount of attention to their customer experience (CX) strategies. While the idea of businesses improving customer loyalty through a... View More
Forrester Says CCM Will Drive Digital Adoption
Jan. 30 2019
It’s been 30 years since the arrival of customer communications management (CCM)— technology that was developed to help enterprises manage their high-volume transaction printing. In 2019, CCM... View More
CCM Maturity for AI
Jan. 25 2019
Managing customer communications is a significant driver for improving customer satisfaction and increasing lifetime customer value in an organization. Yet, it remains under the radar within many businesses,... View More
HMS CCM Capabilities
Jan. 16 2019
Developing a customer communications management (CCM) strategy is analogous to putting together a jigsaw puzzle. To arrive at the solution, the pieces need to be interlocked together in an integrated technology... View More
FinTech and CCM
Jan. 14 2019
There was a time when banking institutions had a veritable monopoly on products, services, and the customer relationship. However, this influence has been weakening in recent years, as third-party financial... View More
CCM in 2019
Jan. 10 2019
With 2018 behind us, it’s that time of year when we reflect on the past developments that took place in our industry and to speculate on the technology innovations yet to come. We saw the emergence... View More