Electronic document assembly, or document automation, defines a category of solutions that simplify the task of creating documents—i.e., any content in its final format—via a digital or electronic means. While the concept is still very important to operational efficiency, the term “document” has become a bit passé; these days, it’s better to think in terms of automating the creation and delivery of “content” or of a “communication” that can be distributed through a wide array of channels.
Monolithic out-of-the-box customer communications management (CCM) systems are on their way out. Gartner and Forrester research indicate that future CCM use cases will be addressed using best-of-breed content services designed to be part of a larger digital experience architecture.
We have long been writing about the importance of building a seamless user experience into digital experience (DX) delivery solutions. In fact, seamlessness has become the dominant focus in the age of digital transformation.
Over the last five years, the digital experience (DX) and customer communications management (CCM) markets—and the relationship between them—has rapidly evolved. Many digital product owners and enterprise architects are turning to systems integrators or digital agencies to define and construct this piece of enterprise architecture.
Have you ever thought about how much correspondence you really need to manage? Think about it: every memo your staff sends—emails and printed letters, document that gets shared with customers, colleagues, and partners—these are all components of an array correspondence that you need to read, delete or respond to in some fashion. Now consider that anything populated with content that moves your business along can benefit from better, more transparent systems. Every piece is important and it all needs to be managed.
Measuring customer experience (CX) can be murky and filled with anecdotal, qualitative information. However, measuring the effectiveness of a CX strategy can be very straightforward. It involves setting goals and performing a quantitative analysis of the results.