Doculabs Blog

Tom Roberts

Tom Roberts
I’m a Principal Consultant for Doculabs with more than 25 years experience, focused on delivering strategies that improve clients’ enterprise content management capabilities, with an emphasis on customer communications management strategies.

CCM Directions for the Roaring ‘20s

As nearly all analysts make their prediction of what’s to come in 2020 regarding customer communications management (CCM) technologies, let’s take a look at it not from the vendor perspective but... […]

Is it Time to Archive in the Cloud?

Most people don’t think twice about the document archive in their organization. It’s like water and electricity to your home – it’s just there and it works. So why consider changing it?  Doculabs... […]

8 Considerations When Selecting CCM Cloud Vendors

Doculabs clients are trying to determine if they should be moving their CCM platforms to the cloud. Just about all CCM vendors have cloud offerings, but you’d better look closely to decide which is... […]

Seven Steps to Prepare for taking ECM Capabilities to the Cloud

If like others, you’re beginning to consider a cloud option for your future ECM operations, don’t underestimate the level of due diligence and planning required to start that effort. Everyone is at a... […]

Top 5 Reasons to Modernize Your CCM Platform Now

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... […]

Making CCM Part of Your Digital Transformation Strategy - 5 Tips

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... […]

Focus on Objectives When Capturing CCM Metrics

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... […]

The Customer Communications Management (CCM) Landscape

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... […]

Dynamic Forms Design: Addressing Conflicts Between UX and Backend Processing

Insurance and financial services firms are making great progress on their digital transformation journeys, particularly as it relates to online transactions and transactional forms. The combination... […]

Five Customer Communications Management Trends in 2019: Cloud Migration, Behavior Analytics, End-to-End Digital Experiences, Greater Customer Access, and Improved Customer Experience

Customers are the lifeblood of any organization, and customer communications management (CCM) fuels that relationship. As we look forward to 2019, we predict a further expansion of CCM systems into... […]