Evolving CCM Processes Are Creating New Options

Evolving CCM Processes Are Creating New Options By Kemal Carr, President, Madison Advisors We saw the inception of customer communications management (CCM) systems about 20 years ago when what was then known as document composition software evolved to include significant personalization capabilities. Fast forward to today and CCM also has become the foundation for the […]

3 Ways to Win at Digital Transformation

By Gina Ferrara, Senior Analyst, Madison Advisors According to a survey of directors, CEOs and senior executives conducted by Harvard Business Review, 70% of digital transformation (DX) initiatives never reach their goals and of the $1.3 trillion spent on DX in 2018, $900 billion went to waste. These numbers are scary. They are even scarier […]

CCM Seeing Little Impact Through COVID-19 Pandemic

By Kemal Carr, President, Madison Advisors The COVID-19 pandemic is having a dramatic impact on many aspects of our daily lives, compelling people to work at home where that’s possible, and for all of us to keep our distance even on routine shopping trips or walks in the park. Having said that, so far, the […]

Making the Right Move When Outsourcing Print & Mail

By Gina Ferrara, Senior Analyst, Madison Advisors Organizations that currently operate an internal print and mail production facility probably have had the “should we outsource” conversation at some point. Some may have broached the subject more than once, and may have gone one step further by distributing an RFP. Inevitably, within the organization there will […]

RPA: Promising, but Still a Work in Progress

By Keith Woedy, VP of Research & Practice Lead, Madison Advisors One of the hottest buzzwords in business circles nowadays is robotic process automation (RPA).  In the communications area, RPA is attractive because it allows organizations to fix problematic data in their legacy systems, automate processes, expedite master plans of delivery, lower the error rate […]

Quadient—Taking the Industry Farther, Faster

By Kemal Carr, President, Madison Advisors Those hosting the recent Quadient Analyst Day gave us a status update of the company unification with Neopost, as well as the direction it is taking for the future.  Themed “Mission CXM,” Quadient Analyst Day discussed their move from CCM to CXM—the more nebulous customer experience—and how it is […]

Finding the Right Disaster Recovery Provider

By Susan Cotter, Senior Program Manager/Analyst Transactional printers often work under very tight client deadlines and aggressive SLAs, so when they’re hit by something like a hurricane, earthquake, flood, tornado or fire, it has the potential of being a disaster for both the enterprise and its clients. The solution is to find a disaster recovery […]

Neopost Rebranding Itself as Quadient

By Kemal Carr, President At the end of September, Neopost, headquartered in Paris, France, announced that it’s changing its name to Quadient – previously the name of one of its business units, the one that provides primarily multichannel CCM capabilities and likely some portion of Neopost’s Business Process Automation (BPA) services and customer experience management […]

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