Category: Customer Communications Management

Why Phishing is Still a Dangerous Form of Cyberattack

Colin McMahon
Nov 20, 2018

Stories about data breaches leaking personal data and damaging company profitability continue to make headlines. Much of the focus in these pieces includes the sophisticated forms of cyberattacks that are involved. For example, the WannaCry attack of 2017 was accomplished with a ransomware worm while the infamous Equifax breach reportedly came from software exploitation.

Incidents like these highlight just how threatening sophisticated forms of cyberattacks can be in the professional space. At the same time, however, focusing solely on software updates and worm virus protection is not enough to keep a company safe from a data breach. According to cybersecurity firm Wombat Security, 76% of companies have reportedly been victims of phishing attacks within the past year.

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Which industries Need the Most GDPR education?

Colin McMahon
Nov 13, 2018

The General Data Protection Regulation (GDPR) is not new. In development for over four years, the laws associated with this act recently went into effect in May 2018. Designed for the EU, the GDPR is focused on the issue of consumer privacy in the digital age. Specifically, it holds organizations that collect consumer data more accountable for said information, and gives the consumer more power in determining exactly which data is collected. Obtaining informed consent is also a priority.

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The GDPR Implementation is Here… Are You Prepared?

Will Morgan
May 24, 2018

According to PYMNTS.com, e-Commerce related fraud attacks have risen by 30% in the past year. Each high-profile security breach, data leak, or hacking scandal has heightened consumer awareness about the vulnerability of their personal information, and this has placed businesses in a difficult position. On one hand, enterprises need as much consumer information as possible to deliver relevant, personalized communications that can enhance the overall customer experience and ultimately improve satisfaction. On the other hand, these same enterprises are also obligated to protect their customers’ privacy while remaining in compliance with an increasingly stringent and complex web of regulations that instituted and enforced by governments working to protect their citizens. Today’s businesses must strike a balance between harvesting consumer information while also keeping it safe, and this can be a substantial challenge.

The European Union’s General Data Protection Regulation (GDPR) goes into effect on Friday, May 25, threatening to make the balance that enterprises are struggling with even more precarious. The legislation is expected to influence the formation of data localization laws on a global basis, and it will likely have a major impact on where and how enterprises do business. GDPR, which replaces “Privacy Shield” in the European Union (itself a replacement for the “Safe Harbor” law), returns ownership of personal data (data that can be used to directly or indirectly identify an individual) back to the continent’s consumers and grants them sweeping control over its use. Any organization that gathers, archives, processes, or manages the personal information of one of the EU’s “data subjects” is now bound by this new regulation. Read more »

Comparting 2017: “Digitalizing Communication! Digitalizing Business Processes!”

David Stabel and Pat McGrew
Nov 17, 2017

Under the motto of “Digitalizing Communication! Digitalizing Business Processes!”, this year’s Comparting conference, held November 9-10 in Germany, was all about how digitalization affects the document and output management for enterprises as well as print service providers. Keypoint Intelligence’s Pat McGrew had the honor to provide the keynote titled: “Let’s Get Digital!” Other presentations also focused around the topic of digital transformation of customer communications. And, of course, Compart’s latest innovation, DocBridge Impress, had a central role at the conference.

Harald Grumser, CEO
Thorsten Meudt, CMO

Compart, who celebrates its 25th anniversary this year, has successfully hosted this annual event since 2005 with the number of participants increasing each year. More than 400 people from 14 countries world-wide attended the conference, representing a 10% increase over last year. The number of participants outside of Germany almost doubled from 25% in 2016 to 40% this year and reflects Compart’s growing international business.

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DirectMail2.0 Launches Their Inaugural Market-Edge Event

Pat Nolan
Nov 6, 2017

Market-Edge 2017: Direct Mail, Digital, and Beyond

From October 26th to October 27th of this year, DirectMail2.0 hosted their inaugural Market-Edge conference at Wyndham Grand Clearwater in Clearwater Beach, Florida. Sponsors included Pitney Bowes, Konica Minolta, AccurioJet, Alesco Data, and Enthusem. Discussing Market-Edge with DirectMail2.0’s Marketing Coordinator, Iris Shalev, I was able to shed some light on why they wanted to put on a conference and what they hoped that their business and attendees would take away from it.

The purpose of the event, she said, was to act as a hub for direct mail marketers and printers that is more personal than a trade show and to provide a face-to-face networking opportunity for attendees outside of the usual competitive context. DirectMail2.0 wanted to strengthen this community with Market-Edge, and bring stakeholders with different expertise together to learn from each other for a 360-degree experience, Shalev continued.

In his opening remarks, DirectMail2.0 CEO Brad Kugler also touched on his company’s intended outcome of the event. They wanted to host an open forum for printers and direct mail marketers to come together and solve their common problems. What is the root of those problems? The answer is represented both by what DirectMail2.0 does as a business – they are an integration platform that offers online services to printers and direct mail marketers – and by the theme of Market-Edge: to bridge the gap between offline and online, to bring print into the digital world.

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DMA &THEN 2017 Conference Recap

Pat Nolan
Oct 31, 2017

The DMA Celebrates 100 Years at &THEN 2017, Looks Ahead

The DMA reached an impressive milestone in 2017, hitting its 100-year anniversary as an organization. While this was cause for celebration at this year’s &THEN conference in New Orleans, much more time was spent looking ahead than reflecting on the last century. This comes on the heels of the DMA’s name change earlier this year, from Direct Marketing Association to Data & Marketing Association. In his opening remarks for the three-day conference, DMA CEO Tom Benton attributes this change to the modern role of data as the lifeblood of all marketing. It powers and improves all marketing activities and enables 1:1 at scale, he notes.

 “This year, more than ever before, it was evident that the strength of the Data & Marketing Association and &THEN lies with our members, speakers, guests and partners. We were pleasantly surprised at the sizeable turnout, and initial feedback confirms that the content provided at &THEN ranks alongside the finest data and marketing thought leadership events in our association’s 100-year history. We’ve already begun planning for &THEN 2018 and will be delivering more of this data and marketing expertise next year, October 8th through 10th at the MGM Grand in Las Vegas.”

Tom Benton, CEO of DMA

Along with data, cognitive computing was another recurring talking point woven throughout the conference’s buffet of speakers and presentations from notables on all sides of the industry – agencies and publishers, technology vendors and service providers, and executives from some of the world’s biggest brands and marketers. Yet at this year’s &THEN, it felt as though “Big Data” and “artificial intelligence” transitioned from buzzwords to not only serious competitive considerations, but necessities of the marketing toolbox.

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Quadient: A New Ecosystem for Customer Experience

David Stabel and Pat McGrew
Sep 12, 2017

Today, Neopost announced the introduction of a newly created business division: Quadient, replacing its Enterprise Digital Solutions (EDS) business division. With Quadient, Neopost combines three companies that operated independently under EDS into a new division focused on digital communications and customer experience solutions:

  • Satori Software. Acquired in 2009 and a provider of mailing and data quality solutions. Satori software allows mail senders to validate addresses, correct them, update them in real time and remove duplicates.
  • GMC Software. Acquired in 2012. Today, GMC Software is considered a leader and innovator in the customer communications management (CCM) solutions space.
  • Human Inference. A data quality solution provider focused on master data quality improvement. Neopost acquired this Dutch based company in 2012.
The New Quadient Logo

The New Quadient Logo

These past acquisitions fitted into a bigger strategy. To leverage the power of that strategy, it makes sense to reorganizing into Quadient. By doing so, Neopost is repositioned to focus on offering enterprise solutions for customer experience management (including CCM), mobile application development/digital experiences, and data management. The logic is simple: as customer experience becomes a strategic component for businesses, businesses need ways to quickly implement and personalized these experiences along the customer journey. Tools for managing this process as well as the data (quality) required for personalization are key.

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Tuning up at GMC Analyst Day

Pat McGrew
Jun 30, 2017
Matt Swain and Pat McGrew

As analysts, we are often invited to meet with vendors for analyst events where we often don’t know what the announcements or focus will be. That was the case when we travelled to Nashville, Tennessee’s Sound Kitchen Studio last week for a GMC Software event billed as “Not Your Typical Analyst Summit!”

ScottDraeger

Scott Draeger opening the GMC Analyst Day!

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Highlights of the SmartVideo Summit 2017

David Stabel
May 5, 2017

SundaySky recently held its fifth annual SmartVideo Summit in New York, NY. This year, SundaySky invited a couple hundred partners, customers, and analysts to discuss “The Art of Personalization.” SundaySky also used the Summit to update the community on its latest developments and strategic direction moving forward.

Jim Dicso, CEO at SundaySky

Jim Dicso, CEO at SundaySky

In the opening presentation, Jim Dicso, CEO of SundaySky, discussed the importance of scaling personalized customer engagements to tackle the strategic challenge of improving customer experience. This next generation of personalization is all about moving from simple (“Hello Jim…”) to individual/one-to-one personalization (“Just for you…”).

AT&T, Hilton Worldwide, Royal Bank of Canada, Verizon, and others shared their challenges and successes as they implemented personalized video campaigns as a mean to elevate their respective organization’s personalization capabilities. In addition to the presentations, there were networking opportunities, as well as a chance to speak with SundaySky’s senior management and specialists.

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Key Take-Aways of Xploration 2017

David Stabel, Matt Swain and Pat McGrew
Apr 13, 2017

On March 28-30, Xplor International held its annual Xploration 2017 conference in Orlando, Florida, providing more than 60 educational sessions for vendors, service providers, enterprise attendees, and other industry experts from around the world.

xplor17

The educational sessions covered a broad range of customer communications management (CCM) and related topics including customer experience, workflow and automation, data management and compliance, e-presentment/payment technology and much more. This year, senior analysts from Keypoint Intelligence – InfoTrends hosted multiple educational sessions, participated in several panel discussions, and hosted a special Industry Analyst Workshop. Here are our key takeaways from the conference.

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2016 InfoTrends, Inc.

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