Category: Customer Engagement Technology

Highlights of GMC Software’s European Events

David Stabel and Matt Swain
Mar 3, 2017

GMC Software (GMC), a Neopost Digital Company, recently hosted two events in Europe. On February 14th, it held its first EMEA analyst summit in Paris, France. The following weekend, it hosted its Service Providers Executive Advisory on Lake Lucerne in Switzerland. InfoTrends was invited to participate in both events.

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The EMEA analyst summit included discussions around GMC’s latest major product release, R11, the future state of customer communications technology, and GMC’s future strategy. In addition to presentations of Henri Dura, COO at Neopost Enterprise Digital Services (EDS), Scott Draeger, VP Product Marketing at EDS, and several other product managers at GMC, there was ample opportunity for 1:1 networking with the leadership team.

As for the executive advisory board, GMC did a great job of pulling together a group of 13 service providers and 15 representatives from various countries in Europe, Latin America, and Asia Pacific. Attendees received updates from leadership at GMC on enhancements to the offering, discussed market disruption and service expansion opportunities during the session, as well as shared best practices and provided input on how GMC can continue to evolve its offering to best support their future needs.

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Digitization of Banks: A Shift from Back-end to Front-end Thinking

David Stabel
Feb 16, 2017

In the age of enterprise digitization and increasing competition within the banking industry–from established players to disruptive outsiders–banks are accelerating the modernization of their customer communications technologies. Key strategic goals often associated with this technology overhaul include customer experience improvement and operational efficiency as our 2016 customer communications technology enterprise research shows. Banking respondents of this research cite that improving customer experience is the number one business objective relative to invest in this technology, followed closely by improving the efficiency of front office employees.

Trying to implement these goals has proven to be a big challenge. Accumulated IT systems over the last generation created a legacy IT architecture—including siloed point solutions, custom integrations, and self-developed scripts—inhibiting innovation in this area for keeping up with new digital competition. That said, we are also seeing successful initiatives as this case of DZ BANK AG (DZB) in Europe.

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DZB is the third largest bank in Germany and is headquartered in Frankfurt am Main, Germany. The company is conducting a multi-year digitalization project within its corporate banking strategic business unit (SBU). InfoTrends had the opportunity to be briefed on this initiative.

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Compart Enters the Document Composition Market with DocBridge Impress

David Stabel
Nov 28, 2016

During the twelfth annual Comparting conference—held on Novemeber 17-18 in Böblingen, Germany—Compart introduced its newest product within its DocBridge suite of solutions called: DocBridge Impress. While some customers already have access to DocBridge Impress, version 1.0 will be released in April 2017. The first update version (1.1) is planned for late 2017.

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The Comparting conference is a two-day international forum for multi-channel document management. With more than 400 people from 15 different countries having attended this event–up from 375 attendees last year–the Comparting conference is growing in popularity. In fact, it is one of few events for customer communications in Europe. This year’s agenda included keynotes, customer presentations, and educational tracks focused on business and technology.

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Customer Journey Management: A Natural Evolution of CCM

David Stabel and Ashley Bilko
Oct 14, 2016

Enterprise priorities today are strongly propelled by improving customer experience. With only about 28% of enterprise respondents in our 2016 Annual Customer Engagement Technologies State of the Market study being satisfied with the experiences they deliver to their customers, there seems to be significant room for improving customer experience. For some enterprises, this means turning to the practice of Customer Journey Management.

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We define Customer Journey Management as the automation of (or parts of) customer communications in each point of engagement along the customer journey. This includes customer communications management, dash-boarding and reporting on the customer journey, journey mapping, as well as incorporating collaboration capabilities which allow stakeholders across an organization to actively participate in the customer conversation.

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Highlights of the OpenText Dialogue Conference 2016

David Stabel and Matt Swain
Oct 10, 2016

OpenText recently invited more than 350 customers, prospects, partners, and analysts to its Dialogue 2016 conference in Ponte Vedra Beach, Florida. The team rebranded this former HP Engage event to focus on the digital transformation for meaningful conversations across multiple channels. This was the first major event to take place after OpenText acquired the HP Engage and HP Exstream assets for a total transaction price of $485 million.

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Last year’s event expanded the focus to the full HP Software portfolio, while this year’s event generally focused more narrowly on the Exstream, TeleForm, and LiquidOffice investments.  As in previous years, the event focused on extensive educational sessions directed toward IT and marketing professionals, with networking opportunities to help cultivate a stronger user community. Here are our key takeaways from the event.

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Who’s Buying What: Acquisitions in the CCM Vendor Market

David Stabel and Pat McGrew
Sep 26, 2016

Over the last decade the vendors in the Customer Communication Management (CCM) market have been actively participating in mergers and acquisitions on a global scale. The recent acquisitions done by OpenText, Accell-KKR, and Kofax (a Lexmark company), however, have brought some major changes to the CCM vendor landscape. Among others, these players find that the CCM market is attractive, in part because of its global market size today of around $1B and growing at an estimated 10% (CAGR ’14-’19). New business in this market is driven by opportunities within enterprises who increasingly become digital including their communications.

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Key Acquiring & Acquired CCM Vendors 2010-Present

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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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OpenText’s Mark Barrenechea Talks About Digital Disruption

David Stabel
Mar 9, 2016

On March 7-8, OpenText’s Innovation Tour 2016 took place nearby Munich, Germany. This user conference, part of a global series of events held in five cities around the world, hosted more than 750 participants. The conference featured keynote speeches, several customer and partner presentations, and breakout session focusing on a variety of topics around the digitalization of the enterprise – all focused on this year’s theme of Enabling the Digital World.

In his keynote, Mark Barrenechea, CEO and CTO of OpenText, talked about the digital enterprise revolution, the importance of enterprise information management (EIM), and their next generation EIM platform: Release 16. Here are the key take-aways from his keynote.

Keynote of Mark Barrenechea, CEO and CTO of OpenText.

Keynote of Mark Barrenechea, CEO and CTO of OpenText.

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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.

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2016 InfoTrends, Inc.

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