DOCUMENT Strategy Winter 16/17

DOCUMENTmedia.com | winter.16/17

THE MANAGED CONTENT SERVICES EVOLUTION IS HERE Lisa Meath

THE SHAKE-UP OF THE DOCUMENT INDUSTRY

Dealing a new hand in 2017

BY HOLLY MUSCOLINO

THE COMEBACK OF DIRECT MAIL Gilles Biscos

IS YOUR CENTRALIZED CUSTOMER EXPERIENCE HOLDING YOU BACK? Tom Roberts PLUS

CAN YOU CREATE ECM INNOVATION WITH LEGACY TOOLS? Dave Giordano

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Winter 2016/2017 DOCUMENTmedia.com

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volume 23 issue 4

Winter 2016/2017

DOCUMENTmedia.com

Features

The Comeback of Direct Mail

CCM is designed to all of your needs!

Direct mail is still in the marketing game

By Gilles Biscos

The Shake-Up of the Document Industry Dealing a new hand in 2017

By Holly Muscolino

Sponsors

Is Your Centralized Customer Experience Holding You Back?

Columns 10-12 The HeadachesMAY with HYATT REGENCY O’HARE Reorganizing Your CHICAGO Shared Drives

Consider the alternatives for customer communications management

By Tom Roberts

D CUMENT MAY 1-3The Push Toward D CUMENT STRATEGY FORUM

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By Jim Just & Charmaine Brooks

MARRIOTT DOWNTOWN

CHICAGO

STRATEGY FORUM

16 CHICAGO MAY 10-12 HYATT REGENCY O’HARE

Digital Transformation CONTENT. COLLABORATION. TECHNOLOGY. GOVERNANCE. CONTENT. COLLABORATION. TECHNOLOGY. GOVERNANCE. By &Kerry Sanders TOMORROW’S DIGITAL BUSINESS TRANSFORMATION AGILITY TOMORROW’S DIGITAL BUSINESS TRANSFORMATION & AGILITY What Will 2017 Bring for Information Management?

OUT MORE?

equest A Demo

By Bob Larrivee

Connect

The Managed Content D CUMENT Services Evolution Is Here

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STRATEGY Move over managed print FORUM services

twitter.com/ DOCUMENTmedia linkedin.com/ company/document-media

By Lisa Meath

Can You Create ECM Innovation with Legacy Tools?

The small steps to improve user experience right now

By Dave Giordano

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Winter 2016/2017 DOCUMENTmedia.com

Featured Contributors Gilles Biscos Founder and President of INTERQUEST Ltd

Holly Muscolino Research Vice President, IDC

Dave Giordano

Tom Roberts Principal Consultant, Doculabs

Founder and President of Technology Services Group (TSG)

Lisa Meath Director, ISG

View all of our writers on documentmedia.com

Most Shared Articles

LINKEDIN

Is It Time for a Chief Process Officer?

By George Dunn

TWITTER

Predicting the Future of Documentum and EMC’s ECD

By Marko Sillanpaa

DOCUMENTMEDIA.COM

FACEBOOK

By Kerry Sanders

By Allison Lloyd

Exceptional Customer Experience Across All Channels, All the Time

Ignoring Your Unstructured Data Will Hurt Where It Counts

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© 2016 Paloma Print Products

EDITOR’S VIEW

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@DOCUMENTmedia

WHERE ARE WE ALL HEADED IN 2017?

by Allison Lloyd

t’s been quite a year for those of us in the document industry. As we buckle up for the roller-coaster that is bound to be 2017, many of us are asking, “What’s next?” While we all shift our strategies and processes to make way for the digital business, there will be some fundamental changes to how we conduct business and the way we engage our customers—take for example our Winter issue. You might notice a little change in how we are imagining the digital publication and the delivery of its information. We are being disrupted by a mobile workforce—one which is on the move and accesses information in many different formats. We here at DOCUMENT Strategy understand that creating information, which is responsive to changing screen formats and engagement styles, is only the beginning of transformation. I hope you will take this journey with us.

In this issue, we review some of the biggest moves, acquisitions, and mergers taking place in the document industry marketplace. There is confusion. There is panic. There is alarmist rhetoric. Yes, continued consolidation in our industry impacts so many of us who have made deep investments in these solution portfolios. However, we, as an industry, need to be thoughtful and intentional in how we react to these changing forces. Back in 2015, we published a piece on the state of consolidation in our market, with author Ken Bechard saying, “There will be continued consolidation for those who fail to evolve.”

With disruption not going anywhere, anytime soon, what are we to do? I think writer Dave Giordano offers some of the best advice, “Focus on learning and expanding on the experiences of the overall community. The key to innovation is active involvement in the larger community that expands across industries.”

I hope you will learn alongside me in Chicago at DSF ’17, May 1-3.

Until next time,

president Chad Griepentrog publisher Ken Waddell editor Allison Lloyd [ allison.l@rbpub.com ]

contributing editor Amanda Armendariz contributors Gilles Biscos Charmaine Brooks Dave Giordano Jim Just Bob Larrivee Lisa Meath Holly Muscolino Tom Roberts Kerry Sanders advertising Ken Waddell [ ken.w@rbpub.com ] [ 608.442.5064 ]

audience development manager Rachel Chapman [ rachel@rbpub.com ]

creative director Kelli Cooke

PO BOX 259098 Madison WI 53704-3128 p: 608-241-8777 f: 608-241-8666

DOCUMENT Strategy Media (ISSN 1081-4078) is published on a daily basis via its online portal and produces special print editions by RB Publishing Inc., PO BOX 259098, Madison, WI 53704-3128. All material in this magazine is copyrighted © 2017 by RB Publishing Inc. 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, RB Publishing Inc. or its staff becomes the property of RB Publishing Inc. The articles in this magazine represent the views of the authors and not those of RB Publishing Inc. or DOCUMENT Strategy Media. RB Publishing Inc. 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.

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