COMPANIES FOR DEVELOPING, TRANSFORMING AND MANAGING CUSTOMER COMMUNICATIONS & CUSTOMER EXPERIENCES
PUBLISHER’S NOTE
THE WAIT IS OVER!
By Ken Waddell
t is that time of the year to announce the new 2024-25 HOT CM, CCM, and CXM SOLUTION COMPANIES. This annual marketing campaign, starting with the sponsored edition of DOCUMENT STRATEGY, is focused on a select group of solution providers that want to position themselves as industry
movers and shakers. This year’s special sponsored HOT COMPANIES issue is promoting 11 businesses that each offer a unique solution for your specific customer communication and customer experience challenges and strategies.
Improving the customer experience has become one of the top priorities of businesses just like yours. And putting together this type of plan goes across your enterprise including many different departments and decision makers. This is not a decision that can be made easily and will take time and a group effort. That is why it is so important to start as soon as possible… like today.
To help with your plans, take a good look at each one of these HOT COMPANIES, visit their websites, check them out on social media and email or call them with questions. Today is a great time to start making the changes you need for next year and the years to come.
All the best,
president
Chad Griepentrog publisher Ken Waddell
managing editor
Erin Eagan [ erin@rbpub.com ]
contributing editor
Amanda Armendariz
advertising
Ken Waddell
[ ken.w@rbpub.com ] (m) 608.235.2212
audience development manager
Rachel Chapman [ rachel@rbpub.com ]
creative director
Kelli Cooke
email: customerservice@rbpub.com
DOCUMENT Strategy Media (ISSN 1081-4078) is published on a daily basis via its online portal and produces special print editions by Madmen3, PO BOX 259098, Madison, WI 53725-9098. All material in this magazine is copyrighted ©2025 by Madmen3 All rights reserved. Nothing may be reproduced in whole or in part without written permission from the publisher. Any correspondence sent to DOCUMENT Strategy Media, Madmen3, or its staff becomes the property of Madmen3.
The articles in this magazine represent the views of the authors and not those of Madmen3 or DOCUMENT Strategy Media. Madmen3 and/or DOCUMENT Strategy Media expressly disclaim any liability for the products or services sold or otherwise endorsed by advertisers or authors included in this magazine.
SUBSCRIPTIONS: DOCUMENT Strategy Media is the essential publication for executives, directors, and managers involved in the core areas of Communications, Enterprise Content Management, and Information Management strategies. Free to qualified recipients; subscribe at documentmedia.com/subscribe.
REPRINTS: For high-quality reprints, please contact our exclusive reprint provider, ReprintPros, 949-702-5390, www.ReprintPros.com.
Clear, timely, compliant communications are essential for regulated industries - but difficult to manage. DataOceans makes it easier. We help organizations use data to personalize customer interactions, manage content, accelerate payments, and deliver accurate messages across every channel.
Tackle Your Top Communication and Customer Experience Challenges with DataOceans
Letter and Content Management
Spending too much time managing letter templates and approvals?
Give business users full control over letter creation, management, and versioning with a self-service platform. DataOceans’ platform leverages data to automate the creation and delivery of correspondence, reducing manual effort.
Regulatory Compliance (For Lenders)
Want to stay ahead of changing regulations - without burdening your legal or compliance teams?
Our attorney partners proactively track statutory updates and revise templates for all 51 jurisdictions, so you always have the latest, compliant content. Accelerate turnaround with pre-approved templates, automated approval workflows, and full version controlupdate and deliver compliant communications in minutes, not months.
Billing Statement Management
Looking to boost the impact of your billing statements and accelerate digital adoption?
Modern layouts with clear messaging, personalized offers, and QR codes help drive payments and move customers from print to digital. Our client success team backs you with proven strategies for a seamless digital transformation.
Customer Experience and Payment Enablement
Want to reduce call volume, accelerate payments, and empower customers with self –service functionality?
Enhance your existing portal or launch a new one, with advanced self-service features that improve digital adoption, customer experience, and deliver true business value. Deliver targeted, event-triggered reminders across channels that drive customers to take action.
Why Choose DataOceans
Flexible. Scalable. Future-Proof Platform.
Tailored Solutions, Not One-Size-Fits-All
Integrates with Your Existing Tech Stack
Empower Your Users to Manage Content
Attorney-Developed Letter Templates, Continuously Reviewed for Compliance
All the features. Hyper-personalization. Exceptional security. PLUS a national team of experts and 40+ years in regulatory communications.
That’s the advantage of CCM360 — a superior, cloud-based platform coupled with DCM’s deep digital expertise and decades of experience in banking, healthcare, energy, and other regulated sectors.
It’s a fully managed solution that seamlessly combines regulatory and marketing content across all customer communications. Bills. Statements. Letters. Policy updates. Every touchpoint is an opportunity to build your brand and strengthen loyalty — while ensuring tight regulatory compliance.
“We work with most of the tier-one banks and insurance providers in Canada, and all levels of government. Regulatory communication is simply part of our DNA,” says Steve Livingstone, SVP Digital Solutions at DCM. “We truly understand the communication challenges that come with this kind of environment — including the need to operate at the highest standards of security and data protection.”
DCM’s security credentials and compliance are demonstrated in its SOC2-Type II, PCI-DSS, and ISO 27001 certification, and adherence to PIPEDA and OSFI standards. DCM employees also hold Protected B clearance.
Key features include a powerful composition engine, which enables users to create dynamic content through intuitive templates. Messages are highly personalized while core regulatory and branding elements remain locked down.
“And features like the ability to access and interact with digital statements is a huge plus for customers,” says Steve Livingstone. “They have more control and insight on their data, helping to increase satisfaction while letting our clients do more with less.”
Digital adoption is a big part of the CCM360 strategy. “By offering customers compelling marketing messages along with the convenience of e-presentment and archiving, you encourage them to go digital at every opportunity,” says Livingstone.
It’s a true end-to-end solution: Fully managed. The highest level of security. And one customer journey.
Making Information Flow for Over 30 Years
For over 30 years, our mission has been to deliver solutions that combine personalized experiences, operational efficiency, and technological innovation supporting more than 300 clients across 20 countries.
From our early roots in document automation and high-volume print systems to today’s end-to-end digital CCM platforms, our trajectory has been defined by innovation, resilience, and a deep commitment to solving real-world challenges in highly regulated environments.
Back in the 90s, document processes were largely manual, paper-based, and inflexible. JetForm was a dominant player in the document generation space, particularly in financial services, logistics, and manufacturing. DocPath entered this space with a distinct advantage and has since become the only company capable of seamlessly migrating JetForm environments to a modern, web-based document generation platform. This migration supports the same data formats and works across multiple languages, placing us in a unique position in the global market to this day.
As the market shifted to digital formats, CCM became essential to enterprise infrastructure. Digital workflows opened new opportunities by reducing manual tasks, improving accuracy, and enabling personalized, automated communication. DocPath adapted by supporting both electronic and print outputs across major printer languages and vendors, positioning our platform for high-volume generation and multichannel delivery.
Leading financial institutions have leveraged our CCM technologies to drive measurable outcomes. These organizations have seen improvements in key areas like compliance management, operational efficiency, and customer satisfaction and significant cost reductions.
The adoption of artificial intelligence and machine learning is taking us to a new era for CCM/CXM, enabling predictive analytics, real-time communication adjustments, and smarter document creation.
DocPath remains committed to making information flow through personalized experiences powered by innovative software that integrates seamlessly with businesses.
Are you looking to explore the full potential of advanced CXM? I invite you to learn more at www.docpath.com.
Juan Carlos Olivares C.E.O DocPath
Doxim transforms how businesses connect with their customers, empowering them to confidently meet customer expectations while ensuring flexibility to adapt quickly to changing market demands.
Our industry-leading, analyst recognized SaaS CCM platform and technology solutions enable targeted and personalized communications that deliver secure, frictionless, and seamless experiences at scale for highly regulated industries.
An Omnichannel Approach that Delivers:
Comprehensive tools in a single platform. From print to digital, orchestrate and manage omnichannel communications across the customer lifecycle.
Customer-driven digital adoption. When your customers are ready to switch to paperless communications, we help deliver a frictionless and seamless transition.
Cost savings and revenue opportunities. Reduce your overall costs while increasing revenue by integrating personalized marketing into essential communications, such as statements, bills, notices, and reports.
Turning Data into Real Value
Financial services, healthcare, utilities, and insurance—we support organizations in highly regulated industries to leverage customer data to drive meaningful customer experiences through communications, allowing businesses to:
Execute targeted cross-sell campaigns via digital messages, promotional onserts, and customer portal campaigns.
Deliver interactive engagement with HTML and personalized interactive video.
Manage communications and reporting through our self-serve, intuitive client portal.
Deliver consistency and excellence across all channels, including print, supported by a network of production facilities across North America.
A Rewarding Experience from Start to Finish
Our commitment to delivering innovative customer communications solutions positions Doxim as a trusted partner for businesses around the world. With a future-forward mindset, we continually evolve our platform and services to help businesses exceed customer expectations, deliver operational cost savings, and drive business growth and agility.
It’s time to take the next step in customer communications management. Contact us for a personalized demo today!
ELO Digital Office USA
ELO Digital Office USA is a leading provider of enterprise content management (ECM) software and digitization solutions, serving organizations across the Americas from its headquarters in Miami, Florida. As the U.S. subsidiary of ELO Digital Office, a global technology leader with roots dating back to 1995, ELO Digital Office USA delivers robust, scalable, and multilingual ECM platforms designed to streamline document management, automate workflows, and ensure regulatory compliance.
The company’s flagship product, the ELO ECM Suite, empowers businesses to eliminate paper-based processes and move toward fully digital operations. ELO’s solutions address a wide range of departmental needs, including invoice and contract management, digital personnel files, secure records management, digital mailroom automation powered by AI, digital signatures, and comprehensive meeting, visitor, knowledge, and training management tools. ELO’s software is fully compliant with HIPAA, FDA, and GDPR standards, ensuring data security and privacy for clients in highly regulated industries.
The company’s solutions integrate seamlessly with leading enterprise platforms such as Microsoft 365, Microsoft Dynamics 365, SAP, and Salesforce, making ELO a strategic choice for organizations seeking to enhance productivity and agility without disrupting existing IT investments.
With a customer base spanning small businesses and large enterprises—particularly in manufacturing, construction, healthcare, finance, and the public sector—ELO Digital Office USA is committed to delivering measurable results in efficiency, transparency, and compliance. The company’s approach emphasizes rapid deployment, tailored onboarding, and ongoing training for partners and customers, ensuring high user satisfaction and sustained ROI.
What sets ELO apart?
Proven Global Expertise: Backed by over 25 years of digitalization experience and a worldwide user base of 1.3 million+
Scalable Solutions: From small businesses to large enterprises
AI-Driven Automation: Low-code technology and artificial intelligence for smarter document management
Partner-First Model: 100% of sales through a trusted network of business partners, ensuring local expertise and support
ELO Digital Office USA’s mission is to drive digital transformation for organizations across the Americas, enabling secure, efficient, and compliant management of businesscritical information. Backed by a global network and decades of industry expertise, ELO continues to set the standard for ECM innovation and customer-focused service.
Szilvia is the CEO of ELO Digital Office USA, leading the company’s expansion across the Americas. With a strong background in enterprise software and a commitment to digital transformation, Szilvia drives the adoption of innovative ECM solutions in diverse industries. Known for strategic vision and hands-on leadership, she ensures ELO’s clients achieve operational efficiency, compliance, and growth, positioning the company as a trusted partner in the evolving world of business digitization.
Szilvia Horvath EXECUTIVE STATEMENT
InfoSlips: Transforming Documents into Trusted, Interactive Experiences
“Every regulated document should explain itself, guide the user and prove it was understood.”
Static PDFs still dominate regulated communications, but they no longer move customers to act. It is time to treat every bill or notice like a guided digital experience.
Why This Matters
Strategy & Governance: Centralized, component-based templates control messaging, branding, and regulatory language for reuse everywhere, with full audit trails for defensible compliance.
Process: Automated assembly and orchestration streamline creation, QA, and delivery, reducing cycle times and errors.
Technology: API-first platform with in-document AI and omnichannel output integrates into modern CCM/ECM stacks and meets fourth-generation core expectations.
What InfoSlips Does
InfoSlips replaces PDFs with secure, responsive documents that explain, guide, and prompt action. Built from data components and enriched with AI assistants and media, each communication is delivered through the customer’s preferred channel and records every interaction, giving operations, CX, and compliance teams a single source of truth.
Key Capabilities
Personalize charts, narratives and recommendations in real time.
Answer questions with an in-document AI assistant.
Summarize data through personalized video for faster comprehension.
Support all users with WCAG and ADA aligned controls.
Prove compliance with immutable, auditable records.
Deliver anywhere: email, portal, mobile app or messaging.
Business Impact
Organizations using InfoSlips see lower call volumes, faster payment cycles, and higher digital adoption. One insurer cut policy calls by 27% within three months. Compliance teams know each disclosure was delivered, opened, and understood, while CX leaders get engagement metrics that go beyond “sent” to “seen and acted on.”
The Takeaway
InfoSlips is not just another delivery layer. It is a governed, data aware platform that turns every regulated document into a moment of clarity, action and trust.
Ready to turn “sent” into “understood”? Let us talk.
Klippa: Pioneering the Future of Document Automation
Klippa is a global leader in Intelligent Document Processing (IDP), recognized in the Gartner® Magic Quadrant™ for Document Management. Its flagship platform, Klippa DocHorizon, empowers organizations to automate complex document workflows with AI: securely, accurately, and at scale.
DocHorizon is a no-code, modular IDP solution designed to extract, classify, validate, and route data from documents across all industries. From invoices and contracts to passports, receipts, and customs forms, DocHorizon turns unstructured documents into structured data within seconds. The platform is trusted by over 1,000 organizations worldwide, including leaders in finance, logistics, healthcare, legal, and the public sector.
Powered by advanced OCR and machine learning, DocHorizon supports over 100 languages and offers capabilities such as document classification, e-invoicing (PEPPOL), fraud detection, identity verification (KYC), data anonymization, and Human-in-the-Loop validation. All of this can be configured without writing a single line of code, thanks to an intuitive workflow builder.
Klippa meets the highest security standards (e.g., ISO 27001 certified, GDPR, HIPAA, and SOC compliant), making it a trusted solution for sensitive and high-volume document environments.
With seamless integrations into 200+ business systems, DocHorizon helps automate processes like accounts payable, client onboarding, customs clearance, medical claims, contract processing, and audit preparation.
By replacing manual work with smart automation, Klippa enables faster processing, higher accuracy, better compliance, and significant cost savings. Whether you’re looking to improve operational efficiency, reduce risk, or accelerate digital transformation, DocHorizon provides the flexibility and intelligence to move forward.
With the digital world constantly shifting, Klippa stands out as one of the most innovative and reliable platforms for document automation today.
Today’s customer experience extends across both the physical and digital realms. While other CCM vendors still rely on old-school approaches built for printed documents, Messagepoint’s cloud-based, no-code platform provides intelligent content management across all channels.
Only Messagepoint leverages a unique modular approach to content management that enables our customers to manage content in reusable components. This means content isn’t locked in a single document or template, but instead is easily used and reused in dynamically generated composed communications and via headless APIs in any modern digital endpoint including mobile apps, Web pages, messaging apps, or chatbots.
Achieve unmatched efficiency with intelligent content control
Messagepoint’s intelligent content hub eliminates the need to duplicate and redundantly manage content across individual document templates and different systems to support customer experiences across multiple channels. When content needs to be edited, Messagepoint enables business users to make the change once and have the update instantly appear across all related touchpoints and channels — ensuring speed, consistency, and compliance.
Optimize communications with the leader in AI for CCM
Messagepoint has pioneered the use of AI for customer communications with a focus on helping customers streamline the processes of content migration, optimization, and translation. As the first CCM solution to integrate AI, Messagepoint leads the market in our ability to accelerate content optimization processes while taking advantage of enterprise-grade security and controls.
Gain independence from your print vendors
As organizations seek to accelerate time to market, reduce costs, and efficiently manage communications across print and digital channels, the old operating model of farming out communications management to print service providers no longer works. Messagepoint enables organizations to take back control of their communications with a cloud-based approach that creates optionality in managing vendor relationships. This allows teams to centrally control content and timelines of communications across all channels and the freedom to choose the right partners.
Creating and delivering regulated customer communications is an essential business priority — but the process can be highly complex to manage. With the right technology in place, you can eliminate errors, keep up with regulations, reduce your IT spend, and deliver a customer experience that will boost loyalty.
Meet MHC NorthStar CCM.
Our cloud-native, any-prem solution, MHC NorthStar CCM, is a complete, flexible, and cost-effective platform — backed by an implementation and professional services team with the industry expertise you require. With MHC NorthStar CCM, your team can work productively, supported by AI-powered automation, to streamline operations and maximize customer and employee experience.
What makes MHC NorthStar CCM different?
Fully featured CCM/CXM platform: from data mapping (ETL), template creation, document generation, to omnichannel delivery, journey orchestration, and engagement insights
Low-code/no-code: laser-focused on productivity, the platform empowers business users, minimizing the use of IT and developer time
AI-powered: speeds up the creation of templates, documents, and communications for greater personalization and accuracy
Drives speed and scale: intelligent template management and reusable content fragments to build professional communications and manage changes quickly and easily
Designed for superior CX: digital forms automation for frictionless data collection across touchpoints
Superior connectivity: integrates with one or many solutions in your tech stack for a fully connected ecosystem and seamless access to our partners’ capabilities
Value priced: a no-brainer option to replace in-house or legacy solutions that are costly to maintain, challenging to innovate, and difficult to scale
Time to automate your document generation and customer communications management?
MHC NorthStar CCM is a proven solution ideally suited to meet your needs and provide the experience your staff and customers crave. The solution supports a multitude of use cases — from transactional and tax documents, correspondence, enterprise production and finance documents, to digital forms, workflow management, and interactive smart documents.
To see how MHC can automate and re-imagine your customer communications, visit our website and contact us today!
OSG: Where Customer Communication Journeys Come to Life
At OSG we don’t just deliver communications, we design, orchestrate, and optimize them. Our OSG JourneyConnect® suite of solutions puts customer experience at the heart of every message, turning static interactions into dynamic, data-driven journeys across print and digital channels.
The OSG JourneyConnect suite gives enterprises the power to manage complex, regulated communications while adding value to drive engagement and accelerate digital transformation. From predefined journeys to multichannel orchestration, every touchpoint is purposeful, personalized, and perfectly timed.
Now, with the addition of our AI solutions under OSG JourneyConnect Orion®, we’re redefining what’s possible in Customer Communications Management (CCM).
JourneyConnect Orion brings intelligence to every interaction:
Predictive Insights: Understand behavior and anticipate needs with real-time analytics and trend modeling.
Next-Best Messaging: Serve up personalized, contextual messages, when and where they matter most.
Conversational Bots: Embed AI-powered in-document chatbots to simplify complex topics and reduce friction.
Smart Content Curation: Automate onboarding, rationalize content and templates, to reduce friction and confusing messaging
Orchestrated Journeys: Trigger real-time communications based on customer actions or lifecycle milestones across channels.
Enhanced by the JourneyConnect Orion AI framework, OSG empowers CX and operations teams to track, test, and transform communications at scale. Whether it’s guiding a customer through a billing process or streamlining a healthcare appeal, OSG JourneyConnect delivers measurable results, faster adoption, fewer calls, and happier customers.
Why OSG?
50+ years of expertise in regulated communications
Best-in-class print and digital delivery
End-to-end visibility and control via the OSG Connect portal
Consulting services to boost paperless adoption and CX maturity
From strategy to execution, OSG is the partner brands trust to modernize the way they connect, one communication journey at a time.
Papyrus Software is a visionary leader in CCM and CXM, trusted by the world’s largest enterprises across industries to create exceptional customer experiences. Our AI-driven platform seamlessly integrates content management, process automation and customer insights, delivering personalized communication at scale. With a proven track record of driving ROI and a deep understanding of industry-specific challenges, Papyrus is the trusted choice for organizations seeking to transform their customer journeys.
What sets us apart?
For over 3 decades, Papyrus’ commitment to innovation has been evident in the continuous development of innovative solutions that meet the evolving needs of businesses in the digital age. What sets us apart lies in the holistic approach to customer engagement. We combine ECM, CCM, and BPM into a single platform, enabling organizations to automate complex processes by 70%, gain real-time insights into customer behavior, and deliver hyper-personalized experiences across all channels.
Papyrus offers a unified platform for seamless omni-channel communication in a closed loop with real-time, customer insights across teams in a 360-degree view of their customer cases, tracking key-metrics for tailored experiences. Advanced AI drives response times and SLA adherence, improves customer satisfaction, and mitigates risks.
The impact of Papyrus CCM is far-reaching Papyrus CCM revolutionizes communication management by empowering businesses to create and deliver content effortlessly. Our intelligent design and migration technology empowers your team to create and maintain engaging content up to 50% faster, freeing up IT resources for strategic initiatives.
By consolidating disparate communication systems into a unified CCM, organizations can avoid the many hidden costs for maintaining outdated software and enjoy streamlined processes, upward-compatible software, and effortless compliance. The centrally managed all-channel approach in Papyrus eliminates repetitive tasks, while advanced analytics provide valuable insights into document content and customer behavior.
With Papyrus CCM, companies like Commerzbank and comdirect brands have transformed their communications management, benefiting from a document life-cycle solution.
Papyrus is more than just a platform; it’s a catalyst for digital transformation.
Putting Customers First: The Quadient Commitment
At Quadient, our customers are the heartbeat of everything we do. Their trust, feedback, and success stories continuously shape our journey — as they grow, we grow with them.
Empowering Personalized Communication
With Quadient Inspire, we help organizations around the world deliver meaningful, personalized customer experiences. Our solution is trusted by companies of all sizes, and our continued success is reflected in the satisfaction, loyalty, and advocacy of our clients.
Gratitude for Loyalty: Outstanding Renewal & Recommendation Rates
We’re proud to have earned a 99% customer renewal rate and a 98% recommendation rate. These extraordinary numbers speak volumes about the confidence our customers place in Quadient Inspire — and they inspire us to keep delivering innovative, reliable solutions.
Recognition Through Your Achievements and Industry Accolades
The success of our customers, combined with Quadient’s visionary approach and Inspire product strategy, has propelled us to the forefront of industry rankings. From the IDC CCM MarketScape to the Aspire CCM Leaderboard, Quadient continues to be recognized as a market leader, consistently shortlisted and celebrated by analysts.
Thank you to all our customer for allowing us to be a part of your journey. We are committed to helping you solve business challenges around customer communications and will support you every step of the way. Together, we are making meaningful customer connections simple, intuitive and automated.
Your customers today don’t follow straight paths anymore. Nor are they the same customers that you had 25 years ago. They pause, get distracted, switch devices, change channels — and expect businesses to keep up.
But for companies operating in complex, highly regulated industries, keeping the journey on track is more difficult than it should be. Your customers struggle to reach their desired outcomes as a result of your fractured processes and legacy infrastructure. Communications are missed. Channels remain unserved. Delivery fails. Forms are error-prone.
The Conversation Cloud Platform from Smart Communications
Helping regulated industries move the needle from communications to conversations has been our mantra for the past 10 years. That’s why we’ve invested in expanding the Conversation Cloud™ — the most modern, cloud-first, end-to-end customer communications platform that’s helping over 700 global organizations positively engage customers, remain compliant, and manage complexity.
Build and manage your critical customer value chain with SmartCOMM
Collect data and manage form-based workflows with SmartIQ
Orchestrate conversations across physical and digital channels with SmartPATH
Store and retrieve critical customer interactions with digital archive SmartHUB
AI-Enhanced Customer Conversations
We support your company no matter where you are on your AI journey. Use our out-ofthe-box connection to leading AI services tuned to your business for productivity gains. Already developed and invested in your own organization LLM — no problem! It’s easy to connect via simple APIs. Our AI services empower organizations to build more performant content, adhere to changing regulations with translated communications, summarize communications for agents, automate the migration from legacy CCM solutions, and even help end customers share data and fill out forms via interactive agents.
Ready to Start the Conversation?