Clickmap Screenshot
Oct. 8 2018
Customer management technology firm Glassbox announced the closing of a $25 million round of financing, late last week. This investment by Updata Partners, a Washington, DC-based growth equity firm focused... View More
Gartner Reports Consumers Are Underwhelmed by Digi
Oct. 4 2018
84% of surveyed consumers across all industries report their experiences with digital tools and services fall short of expectations, according to a recent Gartner report. "Despite efforts," said Gartner... View More
Adobe Buys Marketo
Sept. 20 2018
Today, Adobe announced what is seen as its largest acquisition to date and a move toward being a one-stop-shop for marketers, with their agreement to acquire marketing automation firm Marketo for $4.75... View More
Salesforce and CCM
Sept. 19 2018
Salesforce has become one of the leading customer relationship management (CRM) apps available today. It's probably best known for its capacity to store customer and prospect information, centralize data,... View More
Relevant Communications Improve Digital Experience
Sept. 11 2018
Despite what you may think, most customers like to be contacted by the companies they do business with, as long as that content meets their needs, is timely, and relevant. On the other hand, if their customer... View More
Feature Creep
Sept. 6 2018
In the software business, well-intentioned requests for a new feature can sometimes get in the way of a larger strategy. "Feature creep" can turn into future limitations, unforeseen consequences, and deployment... View More
830x539_Callminer
Aug. 21 2018
Today’s consumers aren’t satisfied with simply “liking” a brand or other simple exchanges on their social channels. They expect actual interaction from these companies. If they... View More
Quadient-omnichannel-mobile-preview-R12
July 25 2018
With its latest release of Quadient Inspire R12, global customer communications management (CCM) heavyweight Quadient has clearly set their sights on the digital experience. This enhanced offering also... View More
OpenText Enterprise World 2018 - CCM Updates
July 24 2018
During Enterprise World 2018, OpenText CEO Mark Barrenechea delivered the opening keynote address at their annual user conference to over 4,000 delegates. The theme of this year’s event was “Mundus... View More
DSF 18 Conference
June 28 2018
While every DOCUMENT Strategy Forum (DSF) conference is a great learning and sharing experience for those of us who own, execute, and manage customer communications, this last one in Boston marked a real... View More
JamesBrown_low
June 19 2018
Smart Communications has appointed James Brown as Chief Executive Officer (CEO). Mr. Brown brings with him considerable knowledge leading software as a service (SaaS) organizations in highly regulated... View More
DSF18Boston
May 17 2018
Quadient, formerly GMC Software, the award-winning leader in Customer Communications Management (CCM), will be speaking and exhibiting on different areas critical to customer experience success at Document... View More
DSF18Boston
May 15 2018
Crawford Technologies, provider of innovative document solutions that streamline, improve and manage customer communications, will sponsor Document Strategy Forum, to be held May 21-23 at the Marriott
830x539_Kasper
May 3 2018
In 2018, we will continue to see the convergence of customer communications management (CCM) within the digital customer experience (DCX) market. While customer communications technology is increasingly... View More
Thunderhead
April 18 2018
Customer engagement leader Thunderhead has introduced a new tool to understand customer intent in real time, identifying key opportunities for customer journey orchestration. Intent Analyzer aims to better... View More
Salesforce
March 21 2018
Salesforce announced on Tuesday that they had entered into a definitive agreement to acquire MuleSoft, valuing the application network provider at $6.5 billion. Customer relationship heavyweight Salesforce... View More
ListenLogic 30
March 16 2018
Anexinet Corporation announced the release of ListenLogic 3.0, which introduces over 20 new enhancements for efficiently gathering data across contact center records, social media posts, email conversations,... View More
Customer-Centricity
March 13 2018
Over the past few years, there has been a great deal of discussion around transforming the organization to be truly customer-centric in everything that it does. This charge toward customer-centricity has... View More
CX Makeover
March 1 2018
In the first quarter of the year, we are still powered by some of the resolutions we set for the new year, which certainly includes our work in improving our communications to enhance the customer experience... View More
830x539_-Mindstream
Feb. 6 2018
Digitizing the customer experience (CX) no longer gives a company an edge, but instead, it's the key to survival. For almost a decade, organizations have been talking about how new digital channels not... View More