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Sept. 21 2022
Customer communications management (CCM) in the cloud has been contemplated for almost two decades. With the processing and I/O demands of large batch communications the feasibility of hosting these s
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July 22 2022
In a previous article, I made the case for changing how we create and manage customer communications. It is impossible to witness the changes in business over the past few years without recognizing th
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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
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Feb. 22 2022
Usually, I write predictions for the industry at the start of each year, but let’s try something different. Let’s talk about your predictions and how you will measure your 2022 plan against... View More
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Feb. 22 2022
Many of today’s business owners are using AI tech to help improve customer experience. Here are some ways where you can use AI to leave a lasting impression.Create Better Targeted AdsNo one would... View More
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Nov. 15 2021
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. There are curren
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Sept. 28 2021
After spending two decades in the industry, I am aware that non-document people think what we do is boring. While it hurts my feelings a bit, they are right most of the time. If we plan, design, resea
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June 24 2021
There has been a lot in the news on the “Great Resignation,” an anticipated major wave of job changes as the pandemic slows down. Some resignations are simply pent up from people who didn’t... View More
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May 17 2021
It’s interesting times for customer communications professionals... View More
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April 27 2021
Approximately two decades ago, document professionals began to look at routine documents, such as monthly invoices or statements, more closely and recognized the blank white space on the page was valu
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April 27 2021
While it’s impossible to predict exactly what the post-COVID-19 world will look like, we can be fairly certain that business as we knew it over a year ago is not going to be the same. While organiza
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March 16 2021
To say 2020 was a year full of disruption is an understatement. From dealing with a global pandemic and navigating related lockdowns to embracing a contactless, digital-first world, companies had to q
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Feb. 24 2021
To me, the road to the future looks like a winding road through the front windshield, but it seems to appear as a straight path from the rearview mirror. As we consider the future of omnichannel custo
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Jan. 27 2021
We were given the opportunity to learn many lessons in 2020, probably more than we wanted to learn... View More
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Jan. 7 2021
Take this opportunity to look at your communication processes, evaluate what was working and what wasn’t and set a new direction... View More
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Dec. 16 2020
Organizations have a unique opportunity to position themselves at the forefront of the longer-term transition in customer behavior... View More
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Nov. 13 2020
In the broadest sense, “transformation” means retiring manual, legacy business processes & systems and replacing them with a reimagined, more efficient and effective process and modern tech... View More
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Nov. 10 2020
Of the many things we’ve learned from the COVID-19 crisis, one is how difficult it can be to do business as usual outside of the office... View More
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Oct. 28 2020
The last six months have brought about changes to businesses, families and individuals in ways we never could have imagined... View More
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Oct. 21 2020
Having a well-managed CCM system ensures your ability to optimize the customer experience... View More