business-4636683_1280
May 28 2020
With the start of a new decade, it seems like an appropriate time to look at some of the current CCM trends... View More
generic
May 18 2020
For several years now we have been reading about the importance of embarking on a digital transformation journey and the value of speed and clarity when communicating with customers... View More
generic-covid
May 5 2020
The COVID-19 pandemic has dramatically impacted nearly every aspect of daily life for everyone around the world. What hasn’t changed is the need for businesses to continue to support their customers
830x539_Tony
Dec. 10 2019
While many industry pundits have focused on traditional enterprise content management (ECM) vendors transitioning from document management to content services platforms, a parallel, and potentially a more... View More
CX and Privacy
Dec. 10 2019
Privacy management can be a massive elephant in the room when it comes to customer experience. Consumer tech companies, such as Amazon and Netflix, have elevated customer experience expectations to the... View More
Collaboration Apps
Nov. 19 2019
As a collaboration analyst, one of the most frequently asked questions I get from organizations is, "What apps or tools should we be evaluating?" I always respond with a follow-up question, "Well, what... View More
Making the Case for Customer Communications
Nov. 10 2019
Just how valuable is the customer experience (CX) to the bottom line? Will it help you retain customers and outpace your competition? The answer, of course, is a resounding, “Yes.” For every... View More
Neopost Changes Name to Quadient_V2
Oct. 17 2019
As September drew to a close, Neopost, one of the most historic brands in the mailing and document solutions industry, announced plans to realign their 90-year-old corporate identity under Quadient, focusing... View More
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