With increasing competition both in person and online, businesses have found a need to improve the customer experience throughout each transaction... View More
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
Measuring the success of your integrated marketing campaign should include a thorough, big-picture understanding of your efforts rather than simply reviewing individual channel data... View More
I have had the pleasure of working in the information management and process automation fields for near 40 years. During this time, I held many different positions, two of which really opened my eyes... 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
Approximately two decades ago, document professionals began to look at routine documents, such as monthly invoices or statements, more closely and recognized the blank white space on the page was valu
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
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
Take a moment to think about the communications you receive in your mailbox or inbox. Now, which communications stand out to you? If you're like the majority of consumers, the answer is your bills and... View More
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
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
In two recent studies on the annual state of the transactional and marketing communications markets, respectively, we surveyed a total of 8,000 consumers and 1,200 enterprise professionals across North... View More
X2Engine Inc, a global provider of open source enterprise Customer Relationship Management (CRM) software, marketing and cloud services, announces the release of X2CRM version 6.9 of its enterprise CRM... View More
Direct Marketing Automation provider Boingnet announced the general availability of its new, patent-pending “Audiences” technology. The announcement came during Boingnet CEO Dennis Kelly’s... View More
Once upon a time, healthcare payer communications with its members was transaction-oriented and compliance-driven. Today, as the healthcare payer landscape embraces personalized communications technologies... View More
It’s this tension between orchestration and execution that I have seen in my travels looking at the digital marketing and sales technology markets—and, for the most part, a glaring hole where... View More
Generative AI (GenAI) is set to revolutionize the Customer Communications Management (CCM) industry, driving profound changes in how businesses interact with their customers
