Posts tagged: Customer Communication Management

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.

Impress Logo

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
 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.

CJM

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 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.

Picture1

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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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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Observations from DOCUMENT Strategy Forum ’15

Other Posts
 May 28, 2015

The annual DOCUMENT Strategy Forum took place in Greenwich, Connecticut earlier this month on the 12th through the 14th. The Document Strategy (DS) Media has been organizing the event for the past several years and attendance this year was made up of 330 industry representatives, executives, analysts, and vendors. The group coordinates with a hand-picked advisory board made up of leading industry professionals to select topics and organize the forum’s panel discussions.

Kaspar Roos Presenting at DSF

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Highlights of Xploration 15, the Customer Communications Conference

David Stabel
 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.

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The Customer Journey as the New Paradigm for Customer Communications Management

David Stabel
 Mar 19, 2015

The paradigm for Customer Communications Management (CCM) has changed throughout the years, shifting from transactional mainframe printing to the enablement of personalized and targeted communications, from cost-based to profit-enabling with TransPromo, and from customer service to managing the customer experience. The discussions around customer communications today are about optimizing customer engagement or optimizing ALL customer engagements (touchpoints) that a customer experiences when interacting with a brand (i.e., a customer’s journey). In this blog, I briefly discuss what makes up a customer’s journey and how CCM can be a part of it.

The Customer Communications Journey

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How Social Networking and User Generated Content are changing Customer Communications

David Stabel
 May 26, 2014

On May 22nd, censhare AG, a software provider of business communications solutions for a variety of industries, organized its third Futureday conference (Futureday 2014) after two successful Futureday conferences in 2010 and 2012. More than 400 international experts, analysts, and entrepreneurs travelled to Munich, Germany, to discuss the role of technology on customer-centric corporate strategies and business models.

 

Dieter Reichert, CEO of censhare

The conference started off with several presentations showing how social networking and user generated content is changing today’s communications and is more and more influencing corporate strategies and business models. Following the presentations, a panel of experts discussed about customer engagements and marketing automation. Here is a brief summary of the observations made by Infotrends.

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Doxnet 2013: Strong Attendance with an ECM Focus

Ralf Schlozer
 Jul 1, 2013

This year’s Doxnet conference and exhibition, held from June 17th to 19th in Baden Baden, Germany, was remarkable for two reasons: strong attendance and a focus on Enterprise Content Management (ECM). Doxnet (www.doxnet.eu) is a not-for-profit association for document experts and companies active in document management – usually for mission critical documents and traditionally with a focus on print output. The geographic focus is on German speaking countries and for obvious reasons the majority of members come from Germany with smaller shares from Austria and Switzerland. The event had 613 attendees pre-registered from a total of 218 companies, setting a new record attendance. The exhibition hall had strong representation from manufacturers of inserting equipment, but less so for printing system manufacturers, with only Canon/Océ, Pitney Bowes, and Ricoh exhibiting. There was also a strong showing in the area of electronic document solutions from software to service providers for electronic alternatives to printed statements.

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2016 InfoTrends, Inc.

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