12 Unbeatable Reasons to Attend the 2024 Xplor Summit

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As we count down to the Summit, the anticipation is building for what promises to be the most comprehensive and dynamic event in the customer communications management (CCM) industry. With just 11 weeks to go until the September 24-26, 2024 Summit at the Hilton Orlando Lake Buena Vista in Florida, here are 12 unbeatable reasons why you should mark your calendar for this event.

  1. Experience the All-Encompassing Approach: The 2024 Xplor Summit brings together every facet of the CCM industry under one roof. This two-and-a-half-day event unites end users, analysts, consultants, industry experts, and exhibitors dedicated to the education, evolution, and success of the CCM industry.
  2. Engage with an Inspiring Keynote: Kick off the summit with a thought-provoking keynote address that will set the tone for the entire event and provide valuable insights into the future of CCM.
  3. Discover New Vendors in a Rapid-Fire Session: Our unique session introduces exhibitors quickly so you can learn about the latest solutions and innovations from leading-edge companies.
  4. Tailor Your Learning Experience: Choose from our simple educational breakout session format, featuring both Business and Technical tracks to suit your specific interests and needs. Check out the agenda at go.xplor.org/summitagenda
  5. Participate in Interactive Panels: Join relevant and interactive panel discussions where industry leaders share their experiences and insights on pressing CCM topics.
  6. Network with Peers in Birds of a Feather Discussions: Connect with like-minded professionals to share challenges, solutions, and best practices.
  7. Explore the Latest Solutions: Visit our exhibition area to see firsthand the most recent advancements in CCM technology and services from industry-leading vendors.
  8. Easy Registration Process: Secure your spot at this must-attend event quickly and easily through our online registration portal at register.xplor.org/summit. Early bird specials end 7/19/24.

Don’t miss this opportunity to be part of the premier event in the CCM industry. Register now for the 2024 Xplor Summit and prepare to unlock new possibilities for your business in the beautiful setting of Lake Buena Vista, Florida!

Whether you’re a seasoned attendee or a first timer, our event offers unparalleled opportunities for learning, networking, and discovering the latest trends and technologies in customer communications management. We look forward to seeing you there!

2024 Scholarship Program Accepting Applications

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Association Scholarships are Open to Xplor Members and Their Immediate Families

Lutz, FL – June 18, 2024 –Xplor International, today announced that they are accepting applications for their 2024 scholarship program through the deadline of July 31, 2024.

In 2010, Xplor decided to go beyond its traditional member offerings to help promote and support the next generation of industry professionals. The Xplor Member Scholarship program was founded to provide financial assistance to Xplor members and their immediate families who are pursuing careers in the field of document and communication technology including such studies as web design, marketing, IT, business, print, cyber security, etc.

The program is funded by the generosity of Xplor Association Partners including Gimbel & Associates, Crawford Technologies, Quadient, Quantre Solutions, Smart Communications, Solimar Systems, and Canon Solutions America. In addition, the program is supported by The Herman L. Gimbel and Audrey M. Gimbel Memorial Scholarship Fund.

To qualify for an Xplor Scholarship, one must be a current Xplor member (or immediate family) and maintain a 3.0 GPA at a four-year or two-year college or university degree program in the United States or Canada. Incoming college freshman may also apply with the same GPA requirements.

This year’s essay question revolves around an ongoing topic in the industry, Artificial Intelligence. The question asks, “How do AI, customer communications, and the cloud interrelate?”

Scholarship recipients are selected based on their application submission, response to the essay question, as well as academic achievement, participation in school activities, and service to the community.

Each year scholarships are awarded in various denominations, up to $1000 USD. The 2024 deadline for applications is July 31st. For more information, or to apply, visit register.xplor.org/scholarship.

About Xplor International

Xplor International is a not-for-profit association dedicated to the education, evolution, and success of the Customer Communications Management (CCM) industry. Our members design, produce, implement, deliver and manage high-volume, highly regulated and highly personalized communications across all channels and in all formats.

Xplor’s mission is to provide the education and resources necessary for the development of engaging customer communications.

We enhance organizational success and advance the careers of our members by providing research, analyst access, industry certification, professional development, and educator guidance. Global members benefit from our in-person annual conference, virtual events, and networking opportunities.

Xplor International has its worldwide headquarters in Florida, with active membership across the globe.

Further information is available at www.xplor.org.

Xplor International Media Contact:
Chad Henk
Marketing Director
+1-813-949-6170
Chad@xplor.org

 

Xplor Industry Award Nominations Now Open for 2024 Event

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Recognitions to include Application, Technology, as well as Lifetime Achievement Awards

Lutz, FL — May 15, 2024: Xplor International today issued their annual call for award nominations to be presented at their event, the 2024 Xplor Summit, September 24-26 at the Hilton Orlando Lake Buena Vista – Disney Springs Area in Lake Buena Vista, Florida. The deadline for nominations is July 15, 2024. For more information on the annual Xplor awards, or to nominate a company or individual, please visit register.xplor.org/awards.

Application of the Year Award
The Application of the Year Award is presented to an individual, a company or an organization to recognize outstanding achievement in the imaginative application of current technology and/or unique implementation of existing document and communication systems. This award is open to members and non-members.

Technology of the Year Award
The Technology of the Year Award honors an individual, company or organization that has conceived and developed an original concept leading to a significant advancement in the industry. This can be a new program, product or technology that notably enhances the capabilities of document and communication systems. This award is open to members and non-members.

Lifetime Achievement Award
Established in 2007, this award is given to an individual whose efforts and contributions have significantly changed the course and development of the digital document and customer communications industry. This award is open to members and non-members.

Xplorer of the Year
For over 20 years, Xplor International has honored an individual who has made outstanding contributions to the association. The Xplorer of the Year honors significant service to the association, dedication to the Xplor mission, and notable achievement promoting the interest of the electronic document systems industry.  Only current members of Xplor International, who are not on the Association Board of Directors, are eligible.

For more information regarding the 2024 Xplor Summit, or to register, visit register.xplor.org/summit. Questions should be directed to register@xplor.org or +1-813-949-6170.

Vendors interested in being an exhibitor or sponsor should contact sales@xplor.org or +1-813-949-6171.

About Xplor International

Xplor International is a not-for-profit association dedicated to the education, evolution, and success of the Customer Communications Management (CCM) industry. Our members design, produce, implement, deliver and manage high-volume, highly regulated and highly personalized communications across all channels and in all formats.

Xplor’s mission is to provide the education and resources necessary for the development of engaging customer communications.

We enhance organizational success and advance the careers of our members by providing research, analyst access, industry certification, professional development, and educator guidance. Global members benefit from our in-person annual conference, virtual events, and networking opportunities.

Xplor International has its worldwide headquarters in Florida, with active membership across the globe.

Further information is available at www.xplor.org.

Xplor International Media Contact:
Chad Henk
Marketing Director
+1-813-949-6170
Chad@xplor.org

2024 Xplor Summit Now Accepting Applications for the Annual Call for Presentations

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Lutz, FL – May 1, 2024 – Xplor International today announced that the Call for Presentations is now open for their annual event, the 2024 Xplor Summit. The event is being held September 24-26 at the Hilton Orlando Lake Buena Vista near Disney Springs in Lake Buena Vista, Florida.

The two-and-a-half-day event brings together end users, analysts, consultants, industry experts, and vendors dedicated to the education, evolution, and success of the Customer Communications Management (CCM) industry. The event will feature educational sessions, birds of a feather discussions, general sessions, daily networking, and more.

For more information about the event, please visit Xplor.org/summit. To review session topics and see if your area of expertise is a fit , please visit and apply at register.xplor.org/summitCFP. All selected speakers receive a free summit pass to the two-and-a-half-day event. Submissions will be accepted through June 15th.

Questions regarding the 2024 Xplor Summit can be directed to Register@xplor.org or +1-813-949-6170 between the hours of 9:00 AM and 5:00 PM (ET), Monday through Friday.

Vendors interested in exhibiting can email sales@xplor.org for more information.

About Xplor International

Xplor International is a not-for-profit association dedicated to the education, evolution, and success of the CCM and transactional communication industries. Our members design, produce, implement, deliver and manage high-volume, highly regulated and highly personalized communications across all channels and in all formats.

Xplor membership enhances organizational success and advances the careers of our members by providing research, analyst access, industry certification, professional development, and educator guidance. Global members benefit from our in-person annual conference, virtual events, and networking opportunities.

Xplor International has its worldwide headquarters in Lutz, Florida with active membership across the globe.

Further information is available at www.xplor.org.

Xplor International Media Contact:
Chad Henk
Marketing Director
+1-813-949-6170
Chad@xplor.org

First Timer Recognition Program Now Accepting Applications for 2024 Summit

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Lutz, FL – April 17, 2024 – Xplor International today announced the opening of the First Timer Recognition Program for their upcoming annual event, the 2024 Xplor Summit. The event is being held September 24-26 at the Hilton Orlando Lake Buena Vista near Disney Springs in Lake Buena Vista, Florida.

The two-and-a-half-day event brings together end users, analysts, consultants, industry experts, and vendors dedicated to the education, evolution, and success of the Customer Communications Management (CCM) industry.

Since 2016, the First Timer Recognition Program has provided over 300 event passes, valued at up to $1,299 each, to end-user attendees to introduce them to Xplor’s world-class educational forum. Xplor will once again recognize qualified first-time attendees by providing them with a complimentary summit pass and an open invitation to see what Xplor is about. The complimentary summit pass entitles the recipient to attend all Xplor educational sessions, general sessions, vendor forum and networking events.

“This program opens the door for companies of all sizes to see what our summit is all about with very little financial risk,” says Skip Henk, President and CEO of Xplor International. “We are happy to once again offer this program which brings many fresh ideas and perspectives while allowing the attendee to experience our educational content and world-class networking.”

To qualify, applicants must not have attended an Xplor annual event over the last 5 years, be employed by an end-user company, and stay at the host hotel. Hotel rooms can be secured through the Xplor block at the group rate of $165 (plus tax/resort fee). Interested parties must apply by August 31, 2024. The number of complimentary registrations is limited to 30 and will be awarded on a first come, first served basis. You can apply here: register.xplor.org/summitFTRP

Questions regarding the 2024 Xplor Summit can be directed to Register@xplor.org or +1-813-949-6170 between the hours of 9:00 AM and 5:00 PM (ET), Monday through Friday.

Vendors interested in exhibiting can email sales@xplor.org for more information.

About Xplor International

Xplor International is a not-for-profit association dedicated to the education, evolution, and success of the CCM and transactional communication industries. Our members design, produce, implement, deliver and manage high-volume, highly regulated and highly personalized communications across all channels and in all formats.

Xplor membership enhances organizational success and advances the careers of our members by providing research, analyst access, industry certification, professional development, and educator guidance. Global members benefit from our in-person annual conference, virtual events, and networking opportunities.

Xplor International has its worldwide headquarters in Lutz, Florida with active membership across the globe.

Further information is available at www.xplor.org.

Xplor International Media Contact:
Chad Henk
Marketing Director
+1-813-949-6170
Chad@xplor.org

2024 Xplor Summit Opens Registration

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Lutz, FL – April 15, 2024 – Xplor International, the worldwide electronic document systems association, today announced their annual event is open for registration. The 2024 Xplor Summit will take place September 24-26, 2024, in Lake Buena Vista, Florida at the Hilton Orlando Lake Buena Vista, Disney Springs Area. Attendees can register here: register.xplor.org/summit

The two-and-a-half-day event brings together end users, analysts, consultants, industry experts, and vendors dedicated to the education, evolution, and success of the Customer Communications Management (CCM) industry. The event will include:

  • Engaging Keynote
  • Rapid-Fire General Session Vendor Introductions
  • Simple Educational Breakout Session Format (Business and Technical Tracks)
  • Relevant and Interactive Panels
  • Birds of a Feather Discussions
  • Leading-Edge Exhibitors and the Latest Solutions
  • Daily Networking (including lunches and evening events)
  • Industry Awards

The 2024 Call for Presentations will open in the coming weeks. Check out www.xplor.org for the latest and most up-to-date information.

Interested in speaking or exhibiting? Watch for our Call for Presentations announcement or email register@xplor.org to be notified once we are accepting applications. If you are interested in exhibiting, please email skip@xplor.org.

Questions should be directed to Xplor HQ via email at register@xplor.org or by phone at +1-813-949-6170, between the hours of 9:00 AM to 5:00 PM (ET), Monday through Friday.

About Xplor International

Xplor International is a not-for-profit association dedicated to the education, evolution, and success of the Customer Communications Management (CCM) industry. Our members design, produce, implement, deliver and manage high-volume, highly regulated and highly personalized communications across all channels and in all formats.

Xplor’s mission is to provide the education and resources necessary for the development of engaging customer communications.

We enhance organizational success and advance the careers of our members by providing research, analyst access, industry certification, professional development, and educator guidance. Global members benefit from our in-person annual conference, virtual events, and networking opportunities.

Xplor International has its worldwide headquarters in Florida, with active membership across the globe.

Further information is available at www.xplor.org.

Xplor International Media Contact:
Chad Henk
Marketing Director
+1-813-949-6170
Chad@xplor.org

Xplor Completes First Stage of the 2024 Annual Communication Design Competition

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California Polytechnic State University and Rochester Institute of Technology Teams Participating

Lutz, FL – April 9, 2024 – Xplor International today announced their annual University Communication Design Competition has just completed its first stage which included participants from California Polytechnic State University and the Rochester Institute of Technology. The contest was open to undergraduate university students and was created to challenge students and promote real-life application development, while having a bit of fun.

Teams were challenged with redesigning an ordinary, bland bank statement to make it more functional, aesthetically pleasing and expand its purpose to include a marketing opportunity. It was the responsibility of the team to research and determine how to integrate assorted options and enhancements while redesigning the statement into a final submission. The statement needed to be accessible via print, web and mobile.

“We are happy to once again have students from Cal Poly competing and excited about the addition of teams from RIT joining the competition this year,” says Skip Henk, President and CEO of Xplor International.  “Special thanks to Quadient, who has sponsored the competition since its inception in 2017. Their support and generosity allow Xplor to support our next generation of industry professionals.”

Between Cal Poly and RIT, eight teams competed. The top team from each university won a cash prize and has earned the opportunity to present their design solution to attendees and our panel of judges at the 2024 Xplor Summit, September 24-26 at the Hilton Orlando Lake Buena Vista near Disney Springs.

The winning team, as selected by our panel of industry experts, will claim the 2024 Xplor Communication Design Competition Victory Cup for their university. All participating students will receive a complimentary summit pass to join us for networking and education.

Questions regarding the 2024 Xplor Summit can be directed to Register@xplor.org or +1-813-949-6170 between the hours of 9:00 AM and 5:00 PM (ET), Monday through Friday.

Vendors interested in exhibiting can email sales@xplor.org for more information.

About Xplor International

Xplor International is a not-for-profit association dedicated to the education, evolution, and success of the CCM and transactional communication industries. Our members design, produce, implement, deliver and manage high-volume, highly regulated and highly personalized communications across all channels and in all formats.

Xplor membership enhances organizational success and advances the careers of our members by providing research, analyst access, industry certification, professional development, and educator guidance. Global members benefit from our in-person annual conference, virtual events, and networking opportunities.

Xplor International has its worldwide headquarters in Lutz, Florida with active membership across the globe.

Further information is available at www.xplor.org.

Xplor International Media Contact:
Chad Henk
Marketing Director
+1-813-949-6170
Chad@xplor.org

Xplor International Announces 2024 Conference Dates

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Lutz, FL — March 11, 2024:  Xplor International, the worldwide electronic document systems association, today announced their annual conference, the 2024 Xplor Summit will take place September 24-26, 2024, in Lake Buena Vista, Florida at the Hilton Orlando Lake Buena Vista, Disney Springs Area.

“We are excited to partner with Hilton Orlando Lake Buena Vista this September,” says Skip Henk, Xplor President/CEO.  “The venue location offers a one-of-a-kind experience for attendees to encourage networking with entertainment and restaurants in close proximity.”

The two-and-a-half-day event brings together end users, analysts, consultants, industry experts, and vendors dedicated to the education, evolution, and success of the Customer Communications Management (CCM) industry. The event will include:

  • Rapid-Fire General Session Exhibitor Introductions
  • Educational Sessions
  • Birds of a Feather Discussions
  • Educational Panels
  • Leading-Edge Exhibitors
  • Daily Networking (including lunches and evening events)
  • Industry Awards

The 2024 Xplor Summit website, as well as the Call for Presentations, will open in the coming weeks. Check out www.xplor.org for the latest and most up-to-date information.

Interested in speaking or exhibiting? Watch for our Call for Presentations announcement or email register@xplor.org to be notified once we are accepting applications. If you are interested in exhibiting, please email skip@xplor.org.

Questions should be directed to Xplor HQ via email at register@xplor.org or by phone at +1-813-949-6170, between the hours of 9:00 AM to 5:00 PM (ET), Monday through Friday.

About Xplor International

Xplor International is a not-for-profit association dedicated to the education, evolution, and success of the Customer Communications Management (CCM) industry. Our members design, produce, implement, deliver and manage high-volume, highly regulated and highly personalized communications across all channels and in all formats.

Xplor’s mission is to provide the education and resources necessary for the development of engaging customer communications.

We enhance organizational success and advance the careers of our members by providing research, analyst access, industry certification, professional development, and educator guidance. Global members benefit from our in-person annual conference, virtual events, and networking opportunities.

Xplor International has its worldwide headquarters in Florida, with active membership across the globe.

Further information is available at www.xplor.org.

Xplor International Media Contact:
Chad Henk
Marketing Director
+1-813-949-6170
Chad@xplor.org

Quantre Solutions. Celebrating 15 Years.

Strategies for Enhancing Customer Communication and Experience Management with AI and RPA

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(Quantre Solutions, created with MidJourney, 2023)

In 2023, I attended Xplor’s CCM Summit, where I shared insights on how Artificial Intelligence (AI) and Robotic Process Automation (RPA) are being used in Customer Communications Management (CCM) and Customer Experience Management (CXM). My presentation, “AI and RPA to Help Process Automation,” was one of two sessions exclusively focused on this topic. Generative AI was also mentioned during multiple other sessions, highlighting the importance of this novel technology in delivering personalized, relevant, and engaging customer experiences. This article aims to present the case for Generative AI to be added to modern CCM/CXM platforms to support the delivery of customer messaging and experiences, like what I presented at the Xplor event.

Request access to Quantre Solutions 2023 Xplor Presentation AI and RPA to Help CCM Process Automation at http://go.quantre.com/xplor23.

The Economic Potential of Generative AI and CXM

Recent research by McKinsey Digital shows that Generative AI could add $4.4 trillion to the global economy annually (McKinsey Digital, 2023). This research identifies that 75% of the economic value added will come from Customer Operations, Marketing/Sales, Software Engineering, and R&D. Based on McKinsey’s use cases, our CCM/CXM industry can gain an estimated $1.5 trillion annually from generative AI, which is more than digital transformation project spend. However, we must take the lead in delivering AI services for customer content messaging. Otherwise, IT-centric service providers will take over and cause another silo-managed and segmented customer experience.

Xplor’s Preparation for CCM’s AI Evolution

For many years, Xplor International conferences have been helping professionals understand how to take advantage of digital transformation opportunities. Attendees learn about industry trends, insights, strategies, and new methodologies and technologies that can support digital transformation projects. At the 2023 Xplor conference, vendors showcased their use of AI in the latest product features.

Accurate and relevant responses require Generative AI to access significant data and content. Experts like Brian Cox with RR Donnelley and Jeff Williams with OpenText have emphasized the importance of personalized content that resonates with consumers during the Xplor conference. They suggest that strategic content management, which aligns with customer expectations, is crucial. During the 2018 conference, Cox discussed that the primary need of customers is personalized content, followed by the integration of content silos and the efficient use of content (Cox, RR Donnelley, 2018). In 2012, Williams discussed the significance of making content relevant to consumers and ensuring channel relevance for customer communications experiences (Williams, OpenText, 2012).

Xplor sessions have emphasized the significance of content management techniques to ensure quality, relevance, and personalization. These principles have become even more crucial as we upgrade our traditional multi-channel communications to omni-channel experiences using AI.

The Heart of CX: C.O.D.E.

Our CCM industry specializes in delivering customer experiences across multiple channels in industries with regulations. Our expertise includes creating business content and rules, using composition tools, and workflow engines. We have strong data privacy practices, content segmentation, and automated quality assurance to handle complex tasks within regulated industries.

Companies that want to use Generative AI to communicate with their customers across various delivery channels must manage content and data effectively. These include data corpora and custom knowledge bases that help the AI generate appropriate messages. To introduce Generative AI channels, companies must replicate industry best practices models such as Create Once, Distribute Everywhere, or C.O.D.E. (Broadridge Financial Solutions Inc, 2017). Evaluating current CCM/CXM capabilities before adopting new Generative AI delivery channels is essential. An ecosystem assessment can help companies understand the maturity of their current capabilities.

When implementing Generative AI services, it is essential to consider doing so within the customer communications platform. Separating these services would be like having digital communications not connected to print communications. This approach aligns differently with modern Omni-channel communication goals, creating disconnected customer channel experiences.

Adding Retrieval Augmented Generation AI to CCM

Retrieval Augmented Generation, or RAG (Microsoft, 2023), is a highly advanced AI system that enhances the capabilities of Large Language Models, or LLMs. It works by providing access to a custom knowledge base, which is used to inform the LLM’s responses. By prioritizing the custom content over general LLM-trained content, RAG improves the quality of the AI response for the user. The custom knowledge base is carefully selected to match the specific scope of the AI project, enabling the system to find relevant data and facts more effectively.

(Quantre Solutions, 2023)

Our CCM industry is primarily responsible for managing and publishing knowledge-based content. This content is often used for customer communications, websites, and customer service response libraries. The CCM platforms are ideal for supporting Generative AI with the RAG framework. Combining the RAG framework with CCM can significantly improve the quality and relevance of AI-generated customer interactions.

CCM + RPA + RAG = CXM

A sophisticated data model is required to deliver Generative AI messaging channels for an organization with multiple clients, lines of business, and products. Although siloed solution designs are not commonly accepted in the CCM industry, siloed custom knowledge bases with RPA can deliver the desired accuracy to meet our goals (Forrester Research, Inc, 2023). With RPA business rules and siloed knowledge bases, organizations can deliver a targeted and quality Generative AI customer experience.

The approach is not a theoretical model but a proven methodology in the CCM industry for managing content and business rules across an organization or by service providers supporting multiple clients for generating and distributing customer communications and messages.

Infographic showing C.O.D.E. integrating with RPA and client data silos to deliver compliant RAG Generative AI process for service providers.

CCM + RPA + RAG

Customer Communications and AI Strategic Integration

As customer expectations change, companies must stay ahead by adopting and refining new technologies. When considering the implementation of AI, it is vital to use it effectively as a channel and touchpoint to meet customers’ self-service needs with meaningful interactions without introducing redundant capabilities within existing CCM platforms. The future of CXM relies on our ability to continuously innovate and ensure that our communication strategies are as dynamic as the customers we serve.

About Quantre Solutions

Quantre Solutions offers consulting and services related to customer communications management. The company has expertise in designing and updating CCM workflow solutions, conducting ecosystem assessments, and formulating client onboarding strategies. In early 2023, Quantre launched CxStrategizer, a tool that utilizes AI and process automation to analyze customer communications. The platform is powered by advanced AI technologies from Semantex, Microsoft Azure AI Services, and OpenAI, and it automates the analysis process to categorize, measure, and report on modernization strategies that can benefit customers during service provider migration projects. Quantre’s extensive experience integrating AI and using LLMs in CxStrategizer for multi-client service providers formed the basis of the company’s 2023 Xplor session and this article.

Quantre Solutions is the only industry consulting firm with multiple EDP certified industry professionals. Learn more about Quantre Solutions and our EDP certified professionals at www.quantresolutions.com.

 

Scott Mulkey, M-EDP
COO & Partner
Quantre Solutions

 

Citations

Broadridge Financial Solutions Inc. (2017). Transforming the Participant Experience. Retrieved from broadridge.com: http://www.broadridge.com/_assets/pdf/broadridge-transforming-the-participant-experpience-2017.pdf

Cox, B, RR Donnelley (2018). Architecture Required for a Customer Experience Management Platform. Xplor International Conference.

Forrester Research, Inc. (2023). Forrester Glossary. Retrieved from Forrester Glossary: http://www.forrester.com/staticassets/glossary.html

McKinsey Digital. (2023, June 14). The economic potential of generative AI: The next productivity frontier. Retrieved from mckinsey.com: http://www.mckinsey.com/capabilities/mckinsey-digital/our-insights/the-economic-potential-of-generative-ai-the-next-productivity-frontier#industry-impacts

Microsoft. (2023). Retrieval Augmented Generation (RAG) in Azure AI Search. Retrieved from http://learn.microsoft.com/: http://learn.microsoft.com/en-us/azure/search/retrieval-augmented-generation-overview

Quantre Solutions, created with MidJourney. (2023). Futuristic AI Robot created with Midjourney and licensed vector Adobe Stock. Retrieved from MidJourney: http://go.quantre.com/x23ai1

Williams, J, OpenText. (2012). Seamless Repository Integration with Electronic Document Output. Xplor International Conference.

Xplor President talks to Crawford Technologies President, Ernie Crawford

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Interviewed by Skip Henk, EDP, President and CEO of Xplor International

I have had the pleasure of watching Crawford Technologies over the years becoming a leading provider of customer communications solutions. Their latest solution, SmartSetup, was recognized at the 2023 Xplor CCM Summit with the Technology of the Year award.

Founded in 1995, Crawford Technologies has grown to become a renowned provider of solutions for enterprise communications processing (ECP). Ernie Crawford, Founder, President & CEO of Crawford Technologies, shares his thoughts about ECP and the need to process customer communications for smartphones and tablets.

Skip – What is enterprise communications processing and how is it different than customer communication management?

Ernie – Enterprise communications processing (ECP) is a comprehensive approach to giving enterprises the tools they need to manage and deliver all forms of business communications to their customers, across various channels like email, print, mobile apps and more. It streamlines and automates the entire communication workflow, from composition through post-composition, postal automation, job combining and assembly to delivery and tracking. 

ECP has become very popular because most organizations have multiple CCM platforms and composition software, and it is very costly and inefficient to get them all to provide multi-channel and omni-channel capabilities that are consistent with each other—if that is even possible. It is highly desirable to have a single point of control and that is where ECP comes in.

ECP helps organizations improve their customer experience with consistent on-target, timely communications through their customers’ preferred channels.  At the same time, we see organizations benefit from reduced operational costs by eliminating redundant and manual tasks. This translates into tremendous cost savings that enable the money to be used to improve other areas of the business, such as accessibility.

On the other hand, CCM focuses on the composition of customer communications, involving tasks like planning communication strategies, designing compelling content and adhering to branding guidelines. It’s essentially the creative hub where the communication materials take shape, addressing the customer’s journey and information needs.

Skip – What’s the challenge with using PDFs for electronic delivery?

Ernie – PDFs were created in the 1990s to provide a standard format for sharing documents electronically between computer systems. Today, nearly 80% of consumers prefer reading emails, newsletters and other forms of corporate communications on their smartphones or tablets. Combined with 92% of internet users accessing the internet using a mobile phone, that means there has been a dramatic shift from consumers using computers to smartphones to read news, check email, respond to text messages, communicate on social media, access corporate portals, shop for goods and services and browse the web. This shift, or mobile revolution, makes it a requirement for organizations to make sure that all their customer-facing communications are optimized for mobile devices. As an ECP company, Crawford Technologies ensures that we provide the tools and capabilities for organizations to make that happen. The beauty of doing that in ECP is that we can be made aware of when a user is on a mobile device and provide that format dynamically.

Skip – OK, what format should our readers be using for electronic customer communications?

Ernie – Composing customer communications and formatting them into AFP or PDF is still a regulatory requirement for many organizations in order to match the printed documents. They are a document of record for record retention. Therefore, AFP and PDF are not going away.

We have embraced the concept of processing print files and transforming them into responsive HTML for mobile device communications, without altering the original document in any way.  A good example is a customer of ours which is a very large financial institution. Our software converts their print-ready transactional customer communication documents into responsive HTML for mobile devices. It is done in real time when a customer requests to view their statement from their smartphone.

Skip – Why not compose customer communications in HTML?

Ernie – You could invest in composing customer communications in an HTML format, but that would result in maintaining and storing a print and HTML version of the communication. This approach will increase your labor, storage and operational costs when corporate mandates are to reduce costs and be more efficient. For example, one of our customers estimated that it would cost them in excess of $20 million to generate, maintain and store two communications with the same data.

Skip – Good point.  Any closing thoughts for our readers?

Ernie – Enterprise communications processing is a versatile technology that can be used to improve customer communications in a variety of ways. We provide some of the best, cutting-edge technologies in the industry. If you are looking for a way to streamline your communication processes, deliver communications for smartphones and tablets and reduce costs, then our ECP solutions are a good option to consider.

The future of electronic customer communications is undeniably mobile. Organizations must recognize this shift in consumer behavior and adapt their strategies accordingly. Embracing responsive HTML for electronic communications is not just an option—it’s a necessity for staying relevant in a rapidly changing digital landscape. It’s time for organizations to leave behind the constraints of PDFs, embrace responsive HTML and usher in a new era of mobile customer communications.

Skip – Thank you, Ernie, for taking the time and sharing your thoughts. Best wishes to you and the Crawford family for a happy holiday season.

To learn more about making your customer communications mobile-ready, register for the upcoming webinar, Mobile Revolution: Enhancing Customer Engagement with Responsive HTML, hosted by Crawford Technologies on December 7 at 1 p.m. ET. It will include tips and tricks to transform PDFs into responsive HTML and show how it can be done using Crawford Technologies’ enterprise communications processing software.

Until next interview! Take care.

skip_Henk_Photo_2011

 

Skip Henk, EDP
President/CEO
Xplor International