Back in the 1990s, large-scale digitization projects were common so that organizations could work in a fully digital environment, eliminate file cabinets, reduce risk of loss or misfiling and consolidate... View More
You do not have to search hard to find recent examples of insurance companies announcing a focus on customer experience. For example, the major US health insurer, Aetna, recently opened two in-house multicultural... View More
The mantra of our industry has long been one of "being paper-free." This is not new; we have been chanting this since the early days of document imaging. Overcoming the differences between acceptance of... View More
There have been a number of articles on how to win customers, namely, in this unsexy business of electronic document management (EDM) or electronic content management (ECM). It is, indeed, a difficult... View More
Ongoing market pressures have companies continuously searching for ways to improve corporate performance. These forces often result in companies having to do more with less. Companies, however, should... View More
The term “digital transformation” is thrown around a lot by technologists, industry analysts and strategy consultants, so much so that it’s fast becoming ubiquitous. Yet, do we know much... View More
While I’m sure I've bored many of you to death in the past about this subject, what can loosely be described as my career has really been a series of lucky accidents. One of those lucky accidents... View More
Every day, people look at their smartphones more than 150 times on average. We are using smartphones to work; to shop; to take pictures and videos; to interact with our colleagues, friends and family;... View More
There are many components to developing a modern, data-driven customer communications strategy, none of which are more challenging than securing full customer data and preferences. The difficulty lies... View More
In an attempt to establish transparency and uniformity throughout a system that some may describe as inefficient, unnecessarily restrictive and unclear, President Obama issued Executive Order 13556, the... View More
It’s no secret that digital channels have become foundational to the delivery of customer communications, with customers increasingly indicating mobile apps, SMS, email and other digital delivery me
Customer communications surrounding accounts receivable (AR), particularly those regarding overdue payments and the initiation of collections, are among the trickiest to craft given the critical
In the digital transformation era, what most needs digitization is multiform content. Enterprise content management systems (CMSes) are how that will get done
