Recently, the Committee of Sponsoring Organizations of the Treadway Commission (COSO) released its updated enterprise risk management (ERM) framework for public exposure and comment. COSO’s exposure... View More
Since 2009, I’ve conducted an annual survey to understand the impact of digital experience and digital adoption on print. The surveys have evolved over the years, but they always ask a number of... View More
After you have determined that you need a document management system, and developed your basic requirements, how do you locate the right document management system? Of course, a Google search turns up... View More
Ever since the Internet and email became available to consumers, enterprises are expected to provide digital access to business communications, dictated by customer demand. Yet, businesses are also incentivized... View More
Around five years ago, I began to notice a significant gap between how we approach and talk about managing information and the subsequent container of that information—specifically, the communication... View More
It’s not news: Today’s business environment is dominated by digital technology. We use it to create, access, and retrieve records and information. We use it for basic, day-to-day communications,... View More
Every few years, it is important to reevaluate all high-value cost contributors and see if there are opportunities for savings and/or performance improvement. Sometimes, this is dictated by corporate policy... View More
Beyond big data-style business intelligence, content analytics is driving auto-classification, content remediation, security correction, adaptive case management, and process monitoring and modeling. The... View More
Many people in need of something often wish for or ask for that very thing to some other all-powerful entity. While some, of course, will own their “bad luck” in life, they will not take a... View More
With the rapid growth of digital content, ever-changing compliance regulations, evolving rulings on legal e-discovery, and the persistence of a “keep everything” culture, few organizations... View More
Last month, I talked about how using business process management (BPM)/workflow in even the simplest way offers significant governance benefits; workflow doesn’t need to be complex nor difficult... View More
Today, the word "vendor" or "customer" in many companies can still bring up a less than enthusiastic response from internal staff, who are under pressure to work with both of these organizations. With... View More
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
IDP, an AI-powered technology that reads documents and extracts meaning, has quickly become the advanced successor to traditional document extraction tools such as OCR
