830x539_Kittley
May 6 2020
Will it be abandoned, or will addressing a few issues spur growth?... View More
Industry Trends Q&A
May 4 2020
In this installment, Ernie Crawford of Crawford Technologies answers questions about industry trends in the current climate... View More
5b34f02317fc5f1c458959de_Project-communication-pla
March 17 2020
There is an expression, “The only constant is change.” That certainly appears to be true in 2020, and especially so for communicators in almost every industry... View More
DOCUMENT Strategy Most-Read Stories of 2019
Jan. 8 2020
In 2019, news about the latest acquisitions, continued market consolidation, and maturing technology capabilities (like robotic process automation, artificial intelligence, cloud, and intelligent automation)... View More
Top 10 Technology Trends for 2020
Jan. 8 2020
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
830x539_Scott
Dec. 10 2019
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
830x539_Marci
Dec. 10 2019
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
Making the Case for Customer Communications
Nov. 10 2019
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
Omni-Channel Dream Team
Oct. 25 2019
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
Neopost Changes Name to Quadient_V2
Oct. 17 2019
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
Do Chatbots Really Improve Customer Purchases
Oct. 3 2019
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
ROI of Your CCM System
Sept. 6 2019
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
Quadient Unleashes Centralized Archive to Improve
Sept. 4 2019
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
Pitney Bowes Sells the Software Solutions Business
Aug. 29 2019
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
830x539_Scott
Aug. 5 2019
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
Smart Communications Acquires Intelledox
July 18 2019
Today, prominent customer communications management (CCM) leader Smart Communications, long considered to be the ... View More
Why a Quick Fix to Compliance is Hurting Your CX S
June 7 2019
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
Embrace Voice Assistants and Chatbots
May 28 2019
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
OpenText Exstream Previews New Web-Based Communica
May 21 2019
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
DSF 2020_web
May 14 2019
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