Over the last five years, many firms have looked at replacing their legacy CCM systems but chose not to follow through for a variety of reasons. The main reason these projects didn’t move forward is... […]
I recently took part in a working session with the legal team from a Fortune 100 firm and their outside counsel to finalize a process for deleting content that belonged to employees who had left the... […]
Almost all firms are working on digital transformation strategies across many aspects of their business. Most are working on streamlining and automating processes to eliminate lag time and poor... […]
Recently I read an article in Harvard Business Review titled How Consultants Project Expertise and Learn at the Same Time. The authors focused on how young management consultants (typically used by... […]
Natural Language Generation (NLG) is a hot topic and seems to be popping up in increasing areas of our lives. Alexa, Siri, customer service chatbots, and automated text messages provide information... […]
Are you struggling to justify your customer communications management (CCM) program investment, your capital expenditure needs for new technology, or considering a major content refresh to improve... […]
Recently I've noticed many organizations are undertaking major content cleanup efforts, but most don’t know where or how to start. There’s a lot of fear that these large efforts won’t be as... […]
Every organization needs to clean up their content — to comply with laws and regulations concerning record keeping and privacy, for example, or to keep relevant content findable for end users. Yet,... […]
I had a chance to meet with customers recently in Toronto during OpenText Enterprise World. All of them were excited to hear about product announcements and roadmaps to enable them to solidify their... […]
The customer communications management (CCM) landscape has been evolving from a static communications platform to a true multi-channel customer engagement and experience ecosystem. While some have... […]