Organizations have more opportunities than ever before to improve their business processes—or totally rethink them. Robotic process automation (RPA) and ... View More
Before you can hire the right document management consultant, you first need to gain an understanding of your business and the information technology (IT) infrastructure within it. A few years ago, I wrote... View More
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
Establishing a collaborative information governance committee is vital to sustaining a records and information management (RIM) program. In the past, organizations often formed an oversight committee to... View More
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
In information technology (IT) departments around the world, discussions around cloud migration and data privacy dominate the conversation. Consumers expect... 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
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
To manage your organization's records, there are a couple of different models at either extreme: from a fully centralized records and information management (RIM) program to a decentralized approach, to... View More
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
At the very heart of all the buzz surrounding “big data” and artificial intelligence (AI) lies a universal truth: Information is the critical asset of every organization. Information flows... View More
Cleaning up your shared network drives and other unstructured data stores continues to be a major challenge for many organizations. This reinforces the fact that any remediation effort requires resources... View More
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
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
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
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
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
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
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
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
