Winter Digital Issue 2018

Our Winter digital magazine takes a look at the top 10 technology trends for 2018, tips for selecting a digital experience platform, the state of Office 365 adoption, and the customer experience trends to keep an eye on in the new year.

We hope you enjoy the issue!

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Gartner's Top 10 Technology Trends for 2018
BY Allison Lloyd
Feb. 6 2018
The disruptive nature of the digital business cannot be overstated. As technology continues to get smarter and smarter, what separates the digital world from the physical one will be harder and harder... View More
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Building Digital Content Workflows Isn't as Easy as It Looks
BY John Horodyski
Feb. 6 2018
On the surface, designing digital content workflows sounds simple enough: create the assets; make them discoverable and accessible; and when they're no longer relevant to the current business and production... View More
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4 Customer Experience Trends to Watch
BY Catherine Sbeglia
Feb. 6 2018
Digitizing the customer experience (CX) no longer gives a company an edge, but instead, it's the key to survival. For almost a decade, organizations have been talking about how new digital channels not... View More
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How to Tackle Records Management in the New Year
BY Marko Sillanpaa
Feb. 6 2018
If there's one resolution every organization should keep, it's effectively managing their records. This resolve doesn't just materialize every New Year, though, but usually after some significant document... View More
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How to Select a Digital Experience Platform
BY Tony Byrne
Feb. 6 2018
A critical precondition for any digital transformation strategy is selecting the right technology. Yet, industry surveys suggest that more than half of all projects fail to identify the best solution for... View More
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Should We Still Care About CCM in 2018?
BY Kaspar Roos
Feb. 6 2018
Customer communications management (CCM) is an industry in transition. Last year, we witnessed further convergence of CCM with customer experience (CX) and saw new approaches in configuration and deployment... View More
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5 Steps to Go Digital in the New Year
BY Ted Dezvane
Feb. 6 2018
With the new year upon us, leaders should take stock of their digital journey and craft plans for attacking their digitalization goals for the year to come. For most, our digital scorecards will reveal... View More
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Is Your Data Helping or Hurting Your Communications Strategy?
BY Elizabeth Dailing
Feb. 6 2018
One of the biggest challenges in developing a personalized customer communications strategy may not be the lack of customer data but whether the data you have is supporting those efforts—or hurting... View More
Are Your Electronic Records a Ticking Time Bomb
Are Your Electronic Records a Ticking Time Bomb?
BY Cindy Zuvich|George Dunn
Jan. 31 2018
Security breaches, privacy violations, and lawsuits are in the news every day. Today, it is a matter of when, not if, it will happen. When hackers breach your security, what will they do with your internal... View More
Office 365
Office 365: Are We Getting the Benefits We Need?
BY Bob Larrivee
Jan. 30 2018
Over the years, we've heard a lot of talk about how businesses are moving to the cloud, switching to Microsoft's Office 365, and creating and collaborating around content, but what is really happening... View More
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    AI Is Shaping the Future of Translation in Communications
    By Patrick Kehoe
    Across the globe, organizations are seeking to better cater to increasingly diverse customer populations. In the United States, for example, the number of non-English speakers has tripled over the las
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    Striking a Balance
    By Liz Stephen and Mia Papanicolaou
    A recent article on Chiefmartec asked an interesting question about automation in marketing: Is automation making things more efficient for the company or the customer? The example they gave is someth
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    Intelligent Orchestration
    By Gary Gregg
    Seamless and personalized customer interactions are no longer just a competitive advantage — they’re an expectation. Whether a customer is applying for a credit card, opening a bank account, or on
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    Going To the Cloud for ECM? Know Before You Go
    By Brian DeWyer
    Change is the only constant when it comes to IT applications. Specifically for Enterprise Content Management (ECM) and Robotic Process Automation (RPA), proper knowledge is a necessity before inevitab
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    A Fundamental Shift 
    By Jennifer Raml
    Remember the last time you filled out a mortgage application? If you're like most people, you probably spent hours wrestling with confusing forms, deciphering legal jargon and hunting down supporting