Personalization is the core of what we do in CCM, and we do this on a scale that still requires specialized software that cannot be replaced by marketing or office editing tools. The number of persona
Bills, invoices and statements are opened, read and acted upon by nearly everyone. So too are letters and notices — some surveys say up to 99%... View More
Organizations fail when they try to make ADA compliance a list of checkboxes. True accessibility is about providing a usable experience to people with disabilities who have real needs... View More
Before we discuss the act of creating effective and personalized customer journeys, it is important to be reminded that the term “customer journey” tells us it’s the customer’s... View More
Document version control can be interesting. Ongoing official versions of the U.S. Constitution exist, for example, as do the drafts leading up to its initial adoption. The Constitution, like most documents... View More
People are often surprised by the number and complexity of forms in their organizations. When they conduct an audit of what needs to be changed to comply with accessibility regulations, they often realize... View More
As we bring our document applications into the omni-channel era, it’s critical to understand several important questions before starting any major redesign of your customer communications... View More
In 2018, nearly 75% of consumers own a smart phone, with many of these individuals plugged in at all times. As a result, the market has adapted, and new technologies have increased the number of channels... View More
Some documents seem to have a life of their own, making you wonder, “Who designed this?!” Even in today's information age, not everyone has the skillset of a designer. Even templates—pre-made... View More
Across the globe, organizations are seeking to better cater to increasingly diverse customer populations. In the United States, for example, the number of non-English speakers has tripled over the las
A recent article on Chiefmartec asked an interesting question about automation in marketing: Is automation making things more efficient for the company or the customer? The example they gave is someth
Seamless and personalized customer interactions are no longer just a competitive advantage — they’re an expectation. Whether a customer is applying for a credit card, opening a bank account, or on
Change is the only constant when it comes to IT applications. Specifically for Enterprise Content Management (ECM) and Robotic Process Automation (RPA), proper knowledge is a necessity before inevitab
Remember the last time you filled out a mortgage application? If you're like most people, you probably spent hours wrestling with confusing forms, deciphering legal jargon and hunting down supporting
