Personalization is One Key to Effective Communications

Now on my guest blog at Actuate-Xenos Group: Recently on that site, I discussed the how important it is to use customer history to shape communications planning. This time, we go a step further and explore the technique of personalization, which looks at behaviors beyond just buying history and, properly done, can cement your customer relationships. The first […]

Information Governance and the Rolled Up Newspaper

Yes, I know this headline reads something like the title of a Hardy Boys mystery, but it reflects an interesting sidebar that surfaced during yesterday’s AIIM-led #infochat on information governance – much of which centered on the need for training and awareness-building. As the conversation unfolded, we participants found ourselves softly debating the need for, […]

Mobility, Cost-Cutting and Business Analytics: The 3 Amigos of Paperless Communication

Now on my guest blog at Actuate-Xenos Group: If your organization prepares and provides activity statements and other types of customer account documents, then you know electronic communications are no longer merely “nice to have” but an absolute “must.” A new generation of consumers is accustomed to having online access to their information from wherever […]