DSF ’22 and the Customer Experience

By Kemal Carr, President, Madison Advisors So much about DSF ’22 made it a positive event. The first being that it was an in-person conference. DSF ’22 and Xplor were the first to exit the virtual world and gamble that an in-person event would be well received. And it was. The conference garnered a good mix […]

Madison Advisors’ New Study Explores the Personalized Video Landscape

By Rich Huff, Senior Analyst, Madison Advisors Madison Advisors has just completed a market study exploring the emerging interactive personalized video (IPV) landscape. Dynamic video represents the latest expansion in customer communications and should now be considered an important element in any organization’s customer communications management (CCM) strategy. The five participants in this study included […]

Ready to Look for a Hosted Managed Services Provider?

By Rich Huff, Senior Analyst, Madison Advisors While organizations utilizing customer communications management (CCM) traditionally worked with in-house CCM technology and staff, over the past several years various types of third-party services have developed to take on some or all functions of a company’s CCM operations. And the timing couldn’t be better. In our current […]

Did COVID-19 Drive a Move to Outsourced Printing Services?

By Kemal Carr, President, Madison Advisors Businesses, large and small, have been impacted by the COVID-19 pandemic, and in some cases their entire business models have changed. Employees who now work remotely have proven they are still productive and many of them want to continue working from a home office. This has triggered some strategic […]

Seven Critical Steps When Choosing a Partner from an RFP

By Kemal Carr, President, Madison Advisors Selecting the right business partner for customer communications management (CCM) delivery is a critical task. Shrewd organizations use the Request for Proposals (RFP) process in an attempt to make the best decision. After receiving partner responses and confirming references, there is one more important step before your final selection: […]

Creating an Effective Vendor Management Process

By Kemal Carr, President, Madison Advisors Of course, making money is the number one focus for businesses, yet how the money is spent is just as important. Keeping costs and spend under control improves operating efficiency and adds to the bottom line, as well as helping to ensure the quality and consistency of the product […]

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 […]

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