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
Test data strategy belongs in boardroom discussions, not buried in technical specifications. But here's what actually happens: executives assume IT has it handled, middle managers inherit whatever st
Despite their pivotal role in customer journeys, forms are still viewed by many organizations as operational overhead. In a digital-first era, that outdated view is a hidden drain on revenue and a gro
2026 isn’t a year of incremental improvements in customer communications. It’s the year AI stops assisting and starts acting, and for CCM practitioners
The current state of AI document processing follows a recognizable pattern. An organization crafts a prompt — often quite sophisticated with detailed instructions and examples — passes it to a lar
Here are the top 7 ways a dynamic, custom welcome kit can help you maintain and grow your membership rates, improve engagement and keep your members satisfied
