Category: Customer Communications Management

Money20/20 Approaching: New Insights on Bill Pay

Matt Swain
Sep 22, 2016

We are now just one month away from Money20/20, a conference and trade show billed as “the world’s largest payments & financial services innovation event.” Now in its fourth year, the show has grown to more than 10,000 attendees, 500+ exhibitors and about 125 educational sessions. This will be my third year presenting and moderating at the event, with our research helping to cover the household bill pay component of the broader payments market that will be on exhibit.

This year, I will be hosting a session entitled Transforming the Bill Consolidation Market: Research & New Entrants. Read more »

HP Inc Continues to Divest its Software Assets to OpenText

David Stabel
Jun 21, 2016

OpenText announced yesterday that it has entered into a definitive agreement to acquire the Customer Communications Management (CCM) assets from HP Inc for USD $315M following an earlier acquisition of HP Inc’s customer engagement software assets for USD $170M (read InfoTrends’ blog on this here). The transaction is expected to be finalized by early 2017 and is subject to regulatory approvals and closing conditions.

HP and OpenText Logos

Included in the sale this time is HP Exstream, HP Output Management, HP TeleForm and HP LiquidOffice for CCM, process automation, and document delivery solutions. Additionally, OpenText and HP Inc also announced that they will look into opportunities to work together to continue to expand their software solutions to benefit customers of both companies while moving forward with this transaction.

According to the announcement, OpenText expects to generate between USD $110M and USD $125M of annualized revenues, which means they are seeking a 2.5 to 3 year return on investment.

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Highlights from Xploration 16

David Stabel
Apr 13, 2016

Last week, customer communications conference Xploration 16 hosted around 355 participants in Orlando, Florida. While attendance was about the same as last year, there were 141 first time attendees registered. With more than 55 educational sessions and panels for vendors, service providers, and enterprise attendees, this annual conference continues to be an important industry event.

The educational sessions covered a broad range of customer communications management (CCM) topics including analytics, business intelligence, production management, managing multi-channel and omni-channel communications, mobile strategies, as well as evolving trends such as personalized video, customer experience (CX), and customer engagement. Two educational tracks took a special focus on executives and career development and discussed topics such as compliance auditing, data security, M&A, RFPs, and topics around personnel management.

We have long been supporters of Xplor and this year we hosted two sessions and sat on two panels. Our sessions focused on providing high-level insights from annual research within our Customer Engagement Technologies and Transactional Communications & Payments advisory services.

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David Stabel and Matt Swain presenting highlights of InfoTrends’ annual research on customer communications

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Pitney Bowes: “The Craftsmen of Commerce”

Matt Swain
Jan 19, 2016

For the first time in more than 20 years, Pitney Bowes has launched a large-scale $20 million integrated advertising initiative.

The company secured prime advertising time this past weekend for a special airing of their 60-second commercial ahead of the AFC Divisional Playoff game, where the New England Patriots hosted the Kansas City Chiefs.

The 60-second commercial (entitled “The Story of Commerce”) leads out with dramatic imagery flashing by and a voiceover stating: Read more »

What does SaaS bring to CCM?

David Stabel
Dec 21, 2015

The growing shift toward subscription-based software sales presents both challenges and opportunities for vendors in the customer communications management (CCM) sector—where on-premises licensing has previously been the norm. This blog post explores the impact of CCM as a Service on these vendors.

cloud-hosting

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Trends in Output Management – Perspectives From Comparting 2015

David Stabel
Nov 4, 2015

The eleventh annual Comparting conference was held in Böblingen, Germany, near Stuttgart from October 15-16. The Comparting conference, organized by Compart each year, is a two-day international forum for Multi-channel Document and Output Management. This years’ focus was on how companies are dealing with customer communications that increasingly revolve around multi-channel-capable document processing.

About 375 people attended the event which is a slight increase compared to last year. With participants from 14 countries representing 37 nationalities, this years’ event had a stronger international character than ever before. In addition to keynote speeches and several presentations of customer cases, there were also special tracks focused on business and technology issues.

Read more »

Global Value of Customer Communications to Rise to USD $79B by 2018

David Stabel
Aug 7, 2015

As part of the Customer Engagement Technologies (CET) advisory service, InfoTrends has sized and forecasted the global retail value of digital print and electronic customer communications. The retail value represents the average price each end user will pay to commercial providers for each of the messages produced.

Read more »

Google’s “Mobilegeddon” and the Importance of Mobile-Friendly Web Design

Other Posts
Apr 24, 2015

This week, Google made changes to its mobile search algorithm, an event which the public dubbed “Mobilegeddon.” In the new algorithm, Google considers whether a website is “mobile-friendly” in ranking search results. Mobilegeddon is a wake-up call for many businesses that have either neglected mobile design or are not even aware that their websites are poorly designed.

Photo via Inturact

While the new algorithm only affects searches on smartphones, businesses cannot afford to lose out on mobile, which already accounts for 60% of U.S. digital media time.[1] Earlier this year, comScore reported that mobile search accounts for 29% of all U.S. search activity, and 20% of that comes from smartphones. Various estimates put Google around 65-75% search market share, with 80-90% share in mobile search (thanks in large part to the Android OS). In fact, about half of all Google searches are believed to be mobile searches. Despite the apocalyptic hype around Mobilegeddon, this is neither the first nor the last update to Google’s algorithm. It is, however, the most significant update since 2011, when Google Panda began factoring the quality of web pages into search rank.  Read more »

Highlights of Xploration 15, the Customer Communications Conference

David Stabel and Matt Swain
Apr 23, 2015

Last week, customer communications conference Xploration 15 hosted around 350 participants in Orlando, Florida. This annual conference is a major industry event with more than 60 educational sessions for vendors, service providers, and enterprise attendees.

The educational sessions covered a broad range of CCM topics including workflow and automation-related technology, e-presentment and payment technology and innovation, hosted/cloud managed models, as well as strategy considerations for outsourcing versus maintaining in-house operations. InfoTrends hosted two sessions that covered a review of highlights from our annual customer communications research, and insights on the importance of CCM in an increasing connected world.

Read more »

USPS Rate Increase Postponed – What Does an Increase Mean for High-Volume Mailers?

Other Posts
Apr 2, 2015

The United States Postal Service (USPS) has announced that it will postpone the April 26th, 2015 implementation date for price increases.

Early last month, the Postal Regulatory Commission (PRC) remanded part of the Postal Service’s rate increase proposal, requiring further USPS review and explanation for Standard Mail, Periodicals, and Package Services. Among the concerns raised were unequal commercial and nonprofit discounts. On March 12th, USPS responded with revised rates and further explanations, hoping to stay on track with the April 26th implementation date. However, on March 18th the proposal was again remanded.

Read more »

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