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
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
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
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
As companies grow, processes and systems that operate well at a certain capacity often cannot keep up with larger demand, which inevitably complicates workflows and slows operations
When we look at evolving customer communications, we often focus on improving the experience by adding new delivery channels, improving content by adding color and variable images based on the audienc
In a world where data breaches are a daily reality, safeguarding critical communications — like bills, invoices and healthcare documents — has become paramount. With sensitive personally identifia
A dashboard that consolidates data from all of your applications and systems into a single view is critical to optimizing performance and avoiding dangers
As companies strive to meet customer expectations, it’s no surprise that communications have become a focus to ensure customer needs are met and that customer experience is seamless across touchpoints
