Snapforce CEO, Richard Gabriel, announced the worldwide release of its new version Prodigy, “Using our new proprietary crm framework, we built Prodigy, a product that combines the latest in CRM intelligence.”... View More
OpenText (NASDAQ: OTEX, TSX: OTEX), a global leader in Enterprise Information Management (EIM), announced Release 16 Enhancement Pack 2 (EP2), the second enhancement pack for OpenText Release 16, the company's... View More
Kofax, a leading provider of software to simplify and transform the First Mile of business, today announced the addition of ID verification and facial recognition capabilities to Kofax Mobile ID framework.... View More
What is disruption? Clayton Christensen in his book The Innovator’s Dilemma defined innovative disruption as a “process by which a product or service takes root initially in simple applications... View More
Merriam-Webster adds thousands of new words and phrases to the dictionary each year. Some recent additions include FOMO (fear of missing out), athleisure, and meet-cute. While it’s not yet officially... View More
Messagepoint Inc. (formerly Prinova Corp), a leader in developing and delivering innovative software and services within the Customer Communications Management (CCM) market, announced that Patrick Kehoe... View More
Improving the customer experience is a key concern of every business, and delivering omni-channel communications is an essential requirement of these strategies. However, delivering transformation in this... View More
Each year, the industry’s leading analysts assess the customer communications management (CCM) landscape using reason, logic, and customer feedback to describe the market to tens of thousands of... View More
IDC defines digital transformation (DX) as the use of "3rd Platform" technologies (cloud, mobility, data analytics, and social business) to create value and competitive advantage through new offerings,... View More
There is a crisis in enterprise communications and collaboration—due in large part to the overwhelming technology and application silos that cause a lot of user complexity and confusion. Enterprise... View More
It should come as no surprise that data is a critical component in customer communications management (CCM). Given the amount of time consumers spend on computers and smartphones, personal data is collected... View More
Teleopti, a global leader in feature-rich, employee-focused Workforce Management (WFM) solutions, announced it has been positioned by Gartner, Inc. as a Niche Player in its 2017 Magic Quadrant for Workforce... View More
Only the most fervent cord-cutters would be unaware of the many important political changes in 2016 and 2017. There were many, but some of the most important include the pro-Brexit vote in the UK, the... View More
"Voice of the Customer," a discipline used in business and operations (through Six Sigma, for example) to capture customer expectations and preferences, is an excellent resource to evaluate your products... View More
GMC Software continues to dominate as a Leader in Gartner’s recent “Magic Quadrant for Customer Communications Management Software,” as does OpenText, who has been busy expanding their... View More
“We didn’t do anything wrong, but somehow, we lost” was the final statement that was made during a speech by Stephen Elop, the former CEO of Nokia, at the press conference announcing... View More
Many firms in just about all industries have been struggling to keep pace with digital transformation in customer communications management (CCM). The pace of change has increased so dramatically that... View More
As we begin 2017, many enterprises are under pressure to improve their customer experiences. It is becoming increasingly common for enterprises to use customer journey mapping tools to understand the touchpoints... View More
US companies spend millions of dollars each year developing the best strategies and tactics to reach their target audience and increase sales. In fact, a survey on chief marketing officers (CMOs) found... View More
I am not sure if it was General Patton, Lee Iacocca, or Thomas Paine, but someone said, “Lead, follow, or get out of the way.” In any case, it’s time for customer experience (CX) thinking.... View More
It’s no secret that digital channels have become foundational to the delivery of customer communications, with customers increasingly indicating mobile apps, SMS, email and other digital delivery me
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
In the digital transformation era, what most needs digitization is multiform content. Enterprise content management systems (CMSes) are how that will get done