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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. 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 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
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Sept. 7 2022
The first half of 2022 is behind us, and many of us may have slid on the fitness resolutions we made in January... View More
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June 2 2022
You’ve been pivoting without stopping. You’ve thought you arrived at a “new normal” three times in two years. You’ve been introduced to new colleagues that need new integrations.... View More
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April 26 2022
This pandemic has taught us to rethink how we accomplish basic and fundamental activities, like dining, socializing, shopping, learning and yes, even working... View More