2019 was a year in which we saw robotic process automation, artificial intelligence (AI), low-code architectures, and conversational interfaces firmly take root within the enterprise. Leaders moved from... View More
Over the past decade, the customer communications management (CCM) industry has been witness to some major acquisitions of key market leaders, with several of them touting a new business market share in... View More
Almost four years into this vision, we expect that customer communications as we know it today will evolve into more vibrant conversations. The cloud, artificial intelligence (AI), data intelligence, and... 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
Everybody in the customer communications management (CCM) industry is talking about omni-channel. For some, it’s part of a larger digital transformation within the enterprise... 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
Unfortunately, poorly implemented systems become like a black hole over time—impossible to escape because of the growing importance around all the accumulated complexity of the solution. So, how... View More
In early August, Quadient, a leader in the customer communications management (CCM) software market, introduced the latest addition to its CCM solution portfolio with ... View More
On Monday, Pitney Bowes rocked the customer communications management (CCM) market with the announcement that they had sold their full customer communications and customer engagement solutions portfolio,... View More
It’s been a few months since DSF ’19 ended, and I'm still processing the vast quantity of information shared at the conference. The 2019 move to Anaheim brought new ideas into the mix, and... View More
Customer communications management (CCM) systems are complicated to implement and maintain for a variety of reasons, but one of the most powerful external forces that adds complexity to these applications... View More
As voice-enabled devices (like Alexa, Google Home, or Siri) continue to penetrate more and more households, there are tremendous opportunities for businesses to use these capabilities to better serve their... View More
In a sneak peek of its latest version 16.6, enterprise information management leader OpenText offered a preview of the latest self-service innovations to its market-leading customer communications management... View More
After successfully venturing to the West Coast for the first time in 11 years, DOCUMENT Strategy Forum (DSF) is returning to where it all began–Chicago, IL. DSF ’20 Chicago will be held on... 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
Customer communications have transformed into conversations. This is because outbound marketing monologues are being replaced by customer-initiated dialogues. For brands, this means taking another look... View More
What has the biggest impact on the success of a customer communications management (CCM) project: people, process, or technology? The reality is that it takes a champion within the organization who can... View More
Many who read this publication are well aware of how complex it is to produce and manage certain types of customer communications. For example, take a look at a basic piece of correspondence. Just one... View More
