Richard Huff is Senior Analyst at Madison Advisors, an independent analyst and market research firm that addresses the needs of the electronic and print customer communications management marketplace. Visit www.madison-advisors.com.
Most customers prefer digital communications due to convenience. Digital communications arrive faster, enable interactivity and allow for immediate payment options. However, digital customer communica
Every day, large organizations face multiple challenges with the hundreds or thousands of pieces of mail received through the USPS and other carriers, documents that include general business mail
This article first appeared in the Fall 2023 issue of DOCUMENT STRATEGY.The term digital transformation is becoming something of a buzzword, but for many organizations this process is already well und
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
Customer experience (CX) has become a defining measure of success across industries, and insurance is no exception. Today, loyalty and brand affinity are shaped not just by price alone,
