In May of 2018, a transformative new requirement, the General Data Protection Regulation (GDPR), goes into effect. The GDPR is a regulation issued by the European Commission, the European Parliament, and... View More
We hear the term Digital Transformation a lot but when you talk to people about it and what it means for them, many don’t have a good answer or clear understanding of what the term means, or what... View More
Take a moment to think about the communications you receive in your mailbox or inbox. Now, which communications stand out to you? If you're like the majority of consumers, the answer is your bills and... View More
All organizations can face a myriad of risks by not complying with their recordkeeping obligations, with potentially negative consequences. Good practices in records compliance can help mitigate such risks,... View More
Last time, I wrote about RPA and its potential to decrease repetitive, mundane tasks within an organization, improve efficiency, and enable employees to “focus on higher value-added work.”... View More
Office 365 is Microsoft’s cloud for businesses. Designed around productivity and collaboration, Microsoft has integrated over 30 apps into the cloud platform. From email, file storage, and secure... View More
Customers aren’t contacting your support team because they need help. They’re contacting you because your communications are unclear.This hidden problem — known as failure demand — is driving
We have spent more than two decades in customer communications and we have watched every version of the upgrade cycle in customer communications management (CCM).Templates got more sophisticated, comp
The customer starts an address change on mobile, gets halfway through, switches to the website, and is told they are missing a document they already uploaded. They open chat, where the bot confidently
Over the course of my career as a CIO in a highly regulated industry, I have personally overseen millions of dollars in enterprise content management (ECM) investments. Platforms. Migrations. Integrat
