Madison Advisors today announced it will sponsor an Executive Roundtable on May 12 at DOCUMENT Strategy Forum ’16 held May 10-12 at the Hyatt Regency O’Hare Chicago. The roundtable will take... View More
While the notion of “digital transformation” is not new, it is still misunderstood. Part of the problem is that there’s no universal definition. When you hear the phrase, it could be... View More
I recently wrote an article titled “Digital Transformation Means Change.” Perhaps this is a simplistic distillation of the obvious, but for many of you, how you define what this change means... View More
In a sweeping generalization, which I will subsequently withdraw from the table, I'll state that there are only two types of people: those who walk into a room confident they are the cleverest person there... View More
We have written about the fundamental changes sweeping across the customer communications management function for the last several years. Customer experience and the way we engage our customers has challenged... View More
You do not have to search hard to find recent examples of insurance companies announcing a focus on customer experience. For example, the major US health insurer, Aetna, recently opened two in-house multicultural... View More
There have been a number of articles on how to win customers, namely, in this unsexy business of electronic document management (EDM) or electronic content management (ECM). It is, indeed, a difficult... View More
The term “digital transformation” is thrown around a lot by technologists, industry analysts and strategy consultants, so much so that it’s fast becoming ubiquitous. Yet, do we know much... View More
Every day, people look at their smartphones more than 150 times on average. We are using smartphones to work; to shop; to take pictures and videos; to interact with our colleagues, friends and family;... View More
Of course not, but... Every year, I interview high school students for my undergraduate university. The school gives me the contact information, email addresses and phone numbers so I can set up an interview... View More
There are many components to developing a modern, data-driven customer communications strategy, none of which are more challenging than securing full customer data and preferences. The difficulty lies... View More
At the top of the list for critical business initiatives is, certainly, revenue growth. Financial services, along with other service-based industries, are realizing, however, that their greatest opportunity... View More
Remember when you used to be able to go to your local grocery store? They were small and modest by today’s standards, but they knew you when you came in and suggested the best steaks or picked out... View More
Many of the 2015 articles about customer communications focused on the benefits of thinking about customer experience. In 2016, information technology (IT) project owners will be moving customer experience... View More
GMC Software Technology (GMC), a leader in Customer Communications Management (CCM), released a study it commissioned from Forrester Consulting to evaluate how financial services are improving their customer... View More
The state of collaboration has forever been changed—no longer is the technology provider determining what capabilities people need. People are determining this for themselves, dictating what capabilities... View More
As I returned home from what was my last business trip of 2015, I was thinking about the year that passed. It was an incredible year for customer communications, and I was able to connect with communication... View More
The inexorable march toward customer experience and engagement strategies sweeping though organizations of all industries is changing the way we think and operate as businesses. Gartner predicts, “By... View More
It doesn’t take much. Some ill-advised, off-the-cuff change in language can damage a public figure’s image overnight, making him or her seem dishonest, insensitive, or ignorant. Skilled polit
Digital transformation has moved up in the list of enterprise priorities for good reason, but getting beyond the standard pundit exhortations to go “digital first” means answering a practical... 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