By Topic: Customer Experience

Today's customers expect relevant, personalized and timely communications when interacting with businesses... View More

Organizations have a unique opportunity to position themselves at the forefront of the longer-term transition in customer behavior... View More

It’s tough for someone from Chicagoland to quote Vince Lombardi even once in an article, but it appears to be necessary to quote him twice as we prepare for 2021... View More

Of the many things we’ve learned from the COVID-19 crisis, one is how difficult it can be to do business as usual outside of the office... View More

Let’s look at the lessons of 2020 and turn those into 2021 budget items... View More

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

Hitting unsubscribe is easy. We’ve all done it. It’s easy because the law requires it to be easy (and nobody likes paying fines). It’s also a best practice to make unsubscribing to emails... View More

As organizations become more digital -- thanks in large part to COVID-19 -- they must identify how to best respond to customers appropriately, quickly and via preferred channels... View More

A recent research study by Aspire entitled, “The State of CCM-to-CXM Transformation” uncovered exciting intelligence on the radical changes transforming the Customer Communications Management

Simply put, the expectations of customers are increasing at a rate that will not afford us the luxury of inside out thinking anymore... View More

If you have fragmented technologies and workflows, you’ll have a hard time reaping the benefits that multichannel communications has to offer. Why?... View More

With the start of a new decade, it seems like an appropriate time to look at some of the current CCM trends... View More

For several years now we have been reading about the importance of embarking on a digital transformation journey and the value of speed and clarity when communicating with customers... View More

The COVID-19 pandemic has dramatically impacted nearly every aspect of daily life for everyone around the world. What hasn’t changed is the need for businesses to continue to support their customers

Privacy management can be a massive elephant in the room when it comes to customer experience. Consumer tech companies, such as Amazon and Netflix, have elevated customer experience expectations to the... View More

While many industry pundits have focused on traditional enterprise content management (ECM) vendors transitioning from document management to content services platforms, a parallel, and potentially a more... View More

As a collaboration analyst, one of the most frequently asked questions I get from organizations is, "What apps or tools should we be evaluating?" I always respond with a follow-up question, "Well, what... View More

Just how valuable is the customer experience (CX) to the bottom line? Will it help you retain customers and outpace your competition? The answer, of course, is a resounding, “Yes.” For every... View More

As September drew to a close, Neopost, one of the most historic brands in the mailing and document solutions industry, announced plans to realign their 90-year-old corporate identity under Quadient, focusing... View More

In a new study released by the Institute for Operations Research and the Management Sciences (INFORMS), they found that artificial intelligence (AI)-driven chatbots can outsell inexperienced human employees... View More