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
Agile Approach for Document Management
March 29 2019
Document management systems have become very complex, especially when implementing a new system across many departments. Each of those departments often has a different business focus— all the while... View More
Big Buckets vs Small Bucket
March 21 2019
The use of the big bucket or small bucket retention method has been debated by proponents of each for many years. Is one method really better than the other? Certainly, one approach is not universally... 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
Why Your AI Approach Is Wrong
March 4 2019
Artificial intelligence (AI) will remain a hot topic in 2019. To be clear, AI technology is impressive, and it will transform almost every aspect of information management—from document capture to... 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
6 Reasons CCM Budget
Feb. 5 2019
While our enterprise budgets for 2019 might be on track, it’s important to look at the projects that often don’t make the annual plan year after year. Customer communication management (CCM)... 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
IDC Automation Survey
Jan. 17 2019
By now, most organizations understand that embarking on a digital transformation journey is tantamount to their ability to compete in a changing and dynamic marketplace. At IDC, we expect the worldwide... 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
Cost of CCM
Jan. 8 2019
In the new year, customer communications will continue to be critical for improving customer experiences. As we shift customer communications to a strategic function in the enterprise, it's important to... View More
Integration
Jan. 4 2019
For those of us in traditional document management domains and highly regulated industries, the ways in which our business operations, products, and customer experiences have changed over the past 20 years... View More
Explainable AI
Jan. 3 2019
Transparency is an important topic for any company looking to implement or use artificial intelligence (AI) systems. This is because some AI systems are essentially black boxes—you have no idea how... View More
DOCUMENT Strategy Most-Read Stories of 2018
Dec. 20 2018
2018 was quite the wild ride for enterprise technologists, as organizations tried to separate fact from fantasy. It's clear that the freight train known as artificial intelligence (AI) can't be stopped,... View More
Information Porblem
Dec. 19 2018
Here we are at the end of 2018, heading into 2019, and when we look at our information-related business problems of today, it’s as if we're frozen in time. According to a new research report conducted... View More
Myths of Software
Dec. 18 2018
Already back in 2002 one senior vice-president of Citibank stated that “we are a software business masquerading as a bank” . The power of software in terms of competitive advantage and even... View More
Capture and Scanning
Dec. 12 2018
Capture is a term most commonly recognized in the enterprise content management (ECM) segment as the scanning of paper documents. Today, it has expanded to include all types of information—both scanned... View More





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