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.

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... […]

Stay Current and Advance Solution Delivery with ECM in the Cloud

If I’ve seen it once, I’ve seen it a hundred times. […]

Digital-First Communications: Some Considerations

I recently wrote a post about preparing to switch to digital-first communications. (If you missed it, you can read it here.) If you’re considering digital first, you may be thinking about the... […]

Preparing for Digital-First Communications

Whoosh! Was that the sound of your customers or technology passing you by? […]

As the World Goes Digital, Where Is Your Content?