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Oct. 24 2024
The potential of generative AI to positively impact how we work and live is massive... View More
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Oct. 10 2024
Generative AI (GenAI) is set to revolutionize the Customer Communications Management (CCM) industry, driving profound changes in how businesses interact with their customers... View More
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Sept. 4 2024
With millennials set to make up 75% of the global workforce by 2025, we wanted to break down how perspectives are shifting. Here are the four most important takeaways from this year’s survey... View More
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Aug. 28 2024
Customer Experience (CX) is not a new concept. It’s been around long enough for some analysts to predict that Customer Experience is “out” and Customer Effort (CE) is “in”... View More
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Aug. 8 2024
In today’s fast-paced world, patience is a rare commodity, especially when dealing with the cumbersome task of filling out forms. Whether paper or digital, forms are often seen as necessary evils
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Aug. 1 2024
Measuring the success of your integrated marketing campaign should include a thorough, big-picture understanding of your efforts rather than simply reviewing individual channel data... View More
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July 15 2024
I have had the pleasure of working in the information management and process automation fields for near 40 years. During this time, I held many different positions, two of which really opened my eyes... View More
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April 23 2024
Personalizing things is not new. We have engraved items and composed personal letters and communications for centuries, but can we do this economically and efficiently?... View More
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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
 
  • The potential of generative AI to positively impact how we work and live is massive
  • You may wonder why an old content management guy is writing about generative AI and LLMs
  • Generative AI (GenAI) is set to revolutionize the Customer Communications Management (CCM) industry, driving profound changes in how businesses interact with their customers
  • Editor’s Note: This is part 2 of a 3-part series on AI in CCM. You can find part 1 in our Spring issue. Look for part 3 in the next issue
  • Today, executives are excited about the promise of artificial intelligence (AI) to help their businesses grow and innovate, potentially transforming every part of work, delighting customers with new e