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.

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... […]

CCM in 2018: New Uses, New Requirements

No surprise: Looking toward customer communications management (CCM) in 2018, we expect to see a continued focus on digital over paper where outbound communications are concerned. […]

Should You Use the Same System for Document Publication and Forms Processing?

Enterprises are always looking for ways to bring together the worlds of print, digital, and mobile. That’s why so many organizations are tempted to use one single customer communications management... […]

When Disaster Strikes, How Do You Communicate with Your Customers?

Even before hurricanes Harvey and Irma made landfall in recent weeks, insurers knew there was a need for rapid communication with policyholders. In an emergency or a natural disaster, forms and other... […]