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.
David Stabel and Matt Swain presenting highlights of InfoTrends’ annual research on customer communications
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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.
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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. 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 »
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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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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Mar 18, 2015
On February 26, the European Business Document Associated (EBDA) organized a seminar to discuss the future of print and customer communications. This event took place as a parallel event to the Hunkeler Innovationdays 2015 in Lucerne, Switzerland. Such parallel events are a perfect opportunity for people to participate in as they easily can combine it with a visit to the Hunkeler Innovationdays. InfoTrends was invited as being one of the main speakers at this seminar together with three other industry experts. This blog highlights the key takeaways of the main discussions at the EBDA seminar.
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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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Mar 14, 2013
Last week, I had the opportunity to attend Adobe Summit, the company’s flagship user conference for its digital marketing business unit. The Salt Lake City, Utah event attracted over 5,000 digital marketing professionals that use Adobe’s growing suite of marketing technologies. After $4 billion of investment between acquisitions and R&D over the past three years, Adobe used this year’s Summit to introduce the Marketing Cloud, five major solution areas–Social, Media Optimizer, Analytics, Target, Experience Manager–geared toward making marketers more data-driven, customer-centric, and digital.
After presenting 27 somewhat-integrated products at last year’s Summit, Adobe’s vision is coming into focus. It is clear that Adobe is aiming to be a strong competitor in the enterprise marketing technology space, especially as it relates to digital marketing. Here are four takeaways about Adobe’s direction, the marketing technology space, and the evolution of digital marketing derived from developments at its Summit conference.
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Feb 1, 2013
Over the past decade, we’ve witnessed a shift in thinking as it relates to the role of customer communications within enterprises. Documents like bills, statements, policies, explanations of benefits, and other correspondence that were once relegated to back-office corporate operations are turning into critical communications that can help enhance the overall customer experience. Here are several key trends influencing this renewed interest in customer communications:
- Traditional delivery methods—like printed mail—remain favorable to a significant percentage of the population and, in many industries, are required for regulatory compliance. As a result, these channels remain vital to support customer experience.
- Multi-channel delivery and presentment of correspondence now factor into consumer buying choices. Customers want to be communicated within their channel(s) of preference.
- Emergent channels like mobile and social media are increasingly becoming channels of communication preference by customers, creating new opportunities for customer engagement across all interaction points.
Companies are reacting to the need to step up their customer experience game by replacing legacy technologies and processes with modern platforms that can holistically manage customer communications across all lines-of-business within an enterprise. As they search for solutions to meet their needs, potential buyers encounter a crowded and sometimes overwhelming technology landscape, making it difficult to determine which solution is the right one to select for their business. Read more »