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March 5 2024
Customer communications surrounding accounts receivable (AR), particularly those regarding overdue payments and the initiation of collections, are among the trickiest to craft given the critical... View More
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Feb. 13 2024
Customer experience is the heart of an organization’s relationship with its customers. Post-pandemic customer expectations are still higher than ever. Consumers want to be able to interact with orga
digital transformation CX
Nov. 7 2023
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
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Aug. 26 2023
Looking for unconventional ways to motivate your employees to adopt a new system or create a livelier workplace? Discover what gamification is and how it can be applied... View More
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Aug. 23 2023
In this Industry Trends Q&A, Ernie Crawford, President & CEO of Crawford Technologies, shares his thoughts on AI’s possibilities in CCM and CX as well as other recent trends... View More
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July 7 2023
As an avid movie goer, I regularly visit my local cinema for the latest release, blockbusters, or smaller independent films. Recently it occurred to me that my ticket purchase behavior had narrowed to
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June 27 2023
Ask a twentysomething if they pay all their bills online and they’ll respond: Is there another way to pay? For a typical 25-year-old, the digital world and real world are intertwined. Born between... View More
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May 4 2023
Digital signatures have been around for a few decades now and adoption, while steady, is still not as widespread as predicted... View More
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April 25 2023
When it comes to modern business, the customer is king... View More
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April 12 2023
Decreasing attention spans. Digital fatigue. Content overload. How effectively are you communicating with your customers?The disruption of the last two years has sparked lasting changes in the expecta
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April 7 2023
The modern workplace expects far more "jack of all trades" rather than specialists... View More
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March 29 2023
When it comes to modern business, the customer is king. Finding buyers for any product — whether a pair of shoes or a multimillion dollar software package — is increasingly difficult and expensive
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March 21 2023
CCM has come a long way since its early days when the industry was exclusively focused on document composition and print communications. Fast forward 30 years and the industry looks very different. Fr
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March 14 2023
We saw the inception of customer communications management (CCM) systems about 20 years ago when what was then known as document composition software evolved to include significant personalization... View More
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March 10 2023
The push to digital experiences will continue to grow as digital-savvy consumers demand that communications, invoices and, in general, customer service be available to them via their phones. That brin
Q&Q
Feb. 22 2023
While most companies recognize the need for digital communications, the majority fail to move beyond email and PDF versions of printed documents... View More
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Jan. 3 2023
Every line of business in the insurance industry has segment-specific communication challenges. Add reinsurance, and you compound the challenge of creating the best communication for each type of inte
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Dec. 22 2022
For many industries, business models that worked in the past don't work as well today. Most every business scrambled during the pandemic. Organizations needed to rapidly change to a digital first foc... View More
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Nov. 16 2022
When giving consideration to the communications that support your customer experience strategy, it’s important to have a clear understanding of the long-term impact of your choices... View More
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Sept. 21 2022
In the midst of shifting workforces, rapidly evolving customer expectations and newly emerging channels, upgrading to cloud-based B2C communications solutions has never been more attractive... View More
 
  • In today’s complex and highly regulated customer communications management (CCM) landscape, organizations face a critical decision
  • In today's fast-paced world, effective customer communication is not just a business obligation — it's a crucial part of the customer experience
  • The rapid expansion of artificial intelligence (AI) has ushered in an era of unprecedented data collection, processing and utilization. While this has propelled innovation, efficiency and convenience
  • 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
  • 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