Likely Increase in Usage of Two Factor Authentication

ATLANTA, GA – March 13, 2017

Increased sophistication and pervasiveness of hacking has resulted in many high-profile breaches of security over the last few years, compromising personal information of everyone from email account holders, to federal employees. While many organizations have responded with increased vigilance and more stringent password requirements, the combined threats of brute force attacks, phishing scams and malware are forcing many businesses and consumers to consider additional security measures to reduce risk.

One approach that is likely to be employed in the fight against fraudsters is two factor authentication (TFA). Two factor authentication relies on entry of both a password and a second key, typically system generated, to complete the authentication process. The practice has been around for years, with codes generated by key fobs slowly being replaced by SMS codes or desktop applications for enterprise users. However, the increased risks of fraud are bringing this practice into the consumer world, as government branches such as the social security administration introducing SMS as a part of a plan to improve security.

As consumer familiarity with TFA increases, businesses should look to adopt it as a means of improving customer security and confidence. In order to deploy this in customer environments, organizations will need to be forward thinking and have the necessary technology to roll this out without dramatically increasing customer friction. If organizations fail in this regard, they risk customer push-back and reduced adoption of increased security measures.

 

About DataOceans

DataOceans offers customer communications management solutions that help companies across multiple industries improve existing customer communications, including billing and invoicing for print, portal, tablet and phone deliveries.  These newly transformed customer communications can be implemented in 90-120 days without significant involvement of client IT resources and offer interactive experiences, personalization, and highly-targeted ads with a focus on increasing revenue and decreasing costs.

Visit www.DataOceans.com for more information about the company and its platform.

The Importance of Embedded Payments on Consumer Platforms

ATLANTA, GA – February 13, 2017

A 2016 article by Kurt Bilafer, global vice president sales & success for WePay, highlights many trends in business, primarily focusing on the concept that growing trends (social networks, sharing apps, or SaaS, among others) are relying on “scalable online platform(s) connecting people and ecosystems” to solve a business need. Mr. Bilafer expands on this line of thinking by calling for the need to further broaden traditional consumer-facing platforms by integrating intuitive payment capabilities. He argues that this will serve to improve the customer experience by reducing hassle, improving security, and eliminating friction points that have bothered consumers in the past.

Mr. Bilafer discusses several approaches that can be used to improve platform development in this article, which can be read in its entirety at this link.

Click here to learn more about how DataOceans can help transform your customers digital experience.

About DataOceans

DataOceans offers customer communications management solutions that help companies across multiple industries improve existing customer communications, including billing and invoicing for print, portal, tablet and phone deliveries.  These newly transformed customer communications can be implemented in 90-120 days without significant involvement of client IT resources and offer interactive experiences, personalization, and highly-targeted ads with a focus on increasing revenue and decreasing costs.

Visit www.DataOceans.com for more information about the company and its platform.

How to Win at CCM Transformation

ATLANTA, GA – January 12, 2017

A November 2016 publication from Forbes, in association with Hitachi, reported the results of a survey of 573 top executives worldwide. The research, appropriately titled How to Win at Digital Transformation, highlighted several important findings concerning the prioritization of digital transformation and outlined how companies should seek to achieve this somewhat nebulous goal. One area that the Forbes team does not avoid discussing is the role of technology in digital transformation, reporting, “digital transformation is not about technology. Rather, it uses technology as a means to an end and goes beyond business.” This is especially true in the Customer Communications Management (CCM) industry, where many businesses are focusing on checking off communications channels and turning of print, rather than driving a strategy of customer engagement using technology and business process improvement.

According to Forbes research, over half of all businesses surveyed plan on investing in digitization and data and analytics capabilities over the next two years. This is critical in light of the findings that most business users outside of IT are starving for analytics capabilities in comparison to their needs for insights. Customer touchpoints are areas of improvement for many companies who are struggling with consumers that are accustomed to excellent experiences from companies like Uber and Amazon. The realm of Customer Communications Management is certainly experiencing this trend, as companies struggle to optimize their customer touchpoints across proliferating channels by investing in technology.

Unfortunately, many companies lack the core competencies internally to be leaders in their own line of business and in CCM technology and processes. Outsourcing CCM is an excellent option for these companies, as it brings a wealth of specialized knowledge to the table in an easily implementable approach that can rapidly transform a company’s CCM capabilities.

To read the full article, click here. To find out more about how DataOceans can transform your Customer Communications Management capabilities, click here to set up a meeting with our team.

About DataOceans

DataOceans offers customer communications management solutions that help companies across multiple industries improve existing customer communications, including billing and invoicing for print, portal, tablet and phone deliveries.  These newly transformed customer communications can be implemented in 90-120 days without significant involvement of client IT resources and offer interactive experiences, personalization, and highly-targeted ads with a focus on increasing revenue and decreasing costs.

Visit www.DataOceans.com for more information about the company and its products.

Why is Print Surviving?

ATLANTA, GA – October 20, 2016document-magazine-fall-2016-cover

In the Fall issue of Document Magazine, Terry Frazier (Research Director – IDG Document Solutions) shared some counter-intuitive results based on a survey of the Insurance industry – insurers across the board are INCREASING print availability and usage despite the increased availability of digital communications and mobile apps. The survey covers several dimensions (age, challenges, marketing) and presents some interesting perspectives on what is preventing higher digital adoption.

The survey asked respondents about several challenges that insurers may be facing to achieving higher digital adoption. Perhaps unsurprisingly, the survey results indicated that regulatory concerns were a leading reason for the increasing usage of print communications. However, the survey results also indicated that a high proportion of respondents blamed the lack of digital adoption on “customers not adopting digital” despite the availability of digital communications. According to Mr. Frazier, “there is a strong interplay between preference and regulatory requirements, but if regulations were the only barrier to wholesale adoption of digital, we would see much higher adoption than what we have today.”

Compounding the issue, the survey results indicate that poorly designed communications can push customers away from a digital experience. Focusing on “digital” without optimizing the digital customer experience does not deliver the results that companies are seeking when they enable digital communications. While more advanced CCM technology is available to the market, companies are not successfully converting printed communications to digital channels, which is preventing them from driving higher adoption.

DataOceans specializes in digital communications, and applies our Design for Purpose methodology to all communications, with a focus on optimizing output across digital and print channels. Our approach, which helps our clients focus on strategic objectives, delivers improved results for clients that quickly impact the customer and client operations.

To read the full article by Mr. Frazier, click here.

About DataOceans

DataOceans offers customer communications management solutions that help companies across multiple industries improve existing customer communications, including billing and invoicing for print, portal, tablet and phone deliveries.  These newly transformed customer communications can be implemented in 90-120 days without significant involvement of client IT resources and offer interactive experiences, personalization, and highly-targeted ads with a focus on increasing revenue and decreasing costs.

Visit www.DataOceans.com for more information about the company and its products.

The Importance of a Unified Communications Strategy

ATLANTA, GA – September 29, 2016

In a recent interview with sales expert Barbara Giamanco, former Microsoft executive Marietta Davis exchanged ideas about the importance of a Unified Communications Strategy to deliver a better customer experience throughout the customer journey from acquisition through end of service. The conversation covers a variety of topics relating to CRM and Customer Communications Management (CCM) technology, with a specific focus on how the two technologies are essential parts of any comprehensive communications approach. Davis highlights the complementary nature between CRM and CCM technology, and provides examples of how CCM can help companies effectively communicate the more advanced messaging strategies that CRM is enabling companies to create.

The full interview can be found here.

About DataOceans

DataOceans offers customer communications management solutions that help companies across multiple industries improve existing customer communications, including billing and invoicing for print, portal, tablet and phone deliveries.  These newly transformed customer communications can be implemented in 90-120 days without significant involvement of client IT resources and offer interactive experiences, personalization, and highly-targeted ads with a focus on increasing revenue and decreasing costs.

Visit www.DataOceans.com for more information about the company and its products.

Inlet Predicts Rise in Digital Communications for Utilities

New_Slider_3In a press release on September 14th, Inlet announced the results of two separate studies based on surveys of 3000 customers and 115 industry representatives. The studies, done in collaboration with research and media company Zpryme, revealed that utilities are focused on improving and expanding the digital customer experience in response to growing customer demand for mobile and digital interaction channels. According to Zpryme research director H. Christine Richards, “65% of utility respondents agree that improving the customer’s digital experience is a high priority.” Similarly, Inlet Vice President and General Manager Christopher Johnson highlighted the impact of millennials in saying that “utilities realize that millennials are a significant audience and that meeting their needs will require more digital integration.”

Similar trends are impacting the banking and insurance industries, and utilities may be feeling the impact of increased digital customer interactions in these and other industries. DataOceans Chief Strategy Officer Dave Hickson says that, “customers no longer compare their experiences within industry verticals, but instead compare their experience with your company to the best experience they have ever had – and that now certainly includes digital interactions.” As utilities begin to focus on digital communications, it is important that they take a unified approach to customer communications. Technology advances now enable business users to deliver targeted content direct to the consumer, across all devices, through responsive design and HTML5 capabilities. This greatly improves the customer experience while also allowing utilities to deliver valuable messages to their customers on the devices they want to use.

Click here to learn more about how DataOceans can help transform your customers digital experience.

About DataOceans

DataOceans offers customer communications management solutions that help companies across multiple industries improve existing customer communications, including billing and invoicing for print, portal, tablet and phone deliveries.  These newly transformed customer communications can be implemented in 90-120 days without significant involvement of client IT resources and offer interactive experiences, personalization, and highly-targeted ads with a focus on increasing revenue and decreasing costs.

Visit www.DataOceans.com for more information about the company and its platform.

How CCM Can Bring Personalization to Telcom

ATLANTA, GA – August 15, 2016

A recent Deloitte article published in the Wall Street Journal (accessible here) gives a great overview of the customer retention problem that many telecom companies are facing today. The challenge centers on how telecom companies attempt to personalize communications and identify which customers should be retained and which customers should be let go. The authors point out that while “telecom CMOs (are) increasingly seeing the ability to leverage customer data as a competitive differentiator, they need IT’s help sorting out the data mess. Unfortunately, in many telecom companies, IT lacks the speed and responsiveness marketing seeks.”

Telecom companies want to use the valuable customer data that they have curated for years, but are faced with the challenge of overcoming siloed data and organizational structures. While the authors suggest that the solution to this problem is a “More Perfect Union” between Marketing and IT, this is typically not a short term or low-cost solution – it likely involves extensive process re-engineering and months of change management to properly execute, all with the help of management consultants and change management experts.

While this may be a viable long-term solution for some companies, an alternative (cost effective) solution would be to use hosted managed service CCM providers. CCM service providers have extensive expertise in aggregating disparate data sources for the expressed purpose of improving the customer experience around communications, delivering targeted content to customers based on demographic and billing information.

Telecom companies can spend millions of dollars trying to build and manage the technology infrastructure required to support the type of customer retention program described by the authors, hoping to get it right. OR they can adopt a best of breed solution that could rapidly enable this capability with limited reliance on corporate IT.

About DataOceans

DataOceans offers customer communications management solutions that help companies across multiple industries improve existing customer communications, including billing and invoicing for print, portal, tablet and phone deliveries.  These newly transformed customer communications can be implemented in 90-120 days without significant involvement of client IT resources and offer interactive experiences, personalization, and highly-targeted content with a focus on increasing revenue and decreasing costs.

Visit www.DataOceans.com for more information about the company and its products.

Anticipating Customer Expectations For Online Payments

ATLANTA, GA – August 5, 2016

For years, pundits and prognosticators have predicted the end of times for checks and cash in consumer transactions. However, the reality has been that checks and cash, while declining in use, are still hanging on at the register with checks even in use for some online transactions. Recently, the restaurant industry has started to lead what may be a transition to a cashless society.

According to a July 30th New York Times article, salad chain Sweetgreen, recently stopped accepting cash at several of its 48 restaurants. The chain, which had seen a decrease of cash transactions from 40% to less than 10% over the past 9 years, braced for pushback to this new tactic. However, the result is that “barely anyone noticed” the change, and there was no social media backlash or reduction in patronage. As more companies move to transition their billing and invoicing processes to digital delivery and online payment processing, consumers have demonstrated that they are embracing digital payment options. While Sweetgreen’s avoidance of cash or Starbucks use of mobile apps for payments doesn’t signal a watershed moment in a move to a cashless society, it is indicative of consumer comfort levels and the increased willingness of consumers to move towards a more frictionless experience. This is very important in the real of B2C billing and payment processing, as customers increasingly draw their reference points and expectations from their interactions in other settings.

As businesses (billers in particular) look to address the growing demand for online customer interactions, customer experience management, coupled with the ability of businesses to understand and meet customer expectations, should be the driving forces as businesses transform the way they interact with their customers. Businesses must improve their technological capabilities and business processes in order to achieve this lofty goal, but in many cases they aren’t equipped to make this transition. Businesses should decide whether or not they want to take on the challenge of developing and hosting these capabilities (instead of focusing on their core competencies) or work with Hosted Managed Services providers who can help navigate the complex waters of communicating with their customers in the rapidly evolving world of Customer Communications Management.

About DataOceans

DataOceans offers hosted customer communications management solutions that help companies across multiple industries improve existing customer communications, including billing and invoicing for print, portal, tablet and phone deliveries.  These newly transformed customer communications can be implemented in 90-120 days without significant involvement of client IT resources and offer interactive experiences, personalization, and highly-targeted ads with a focus on increasing revenue and decreasing costs.

Visit www.DataOceans.com for more information about the company and its products.

DataOceans, LLC Named 2016 HOT COMPANY by Document Strategy Magazine

ATLANTA, GA – July 7, 2016 DOC

DataOceans is pleased to announce that it has been named a 2016 HOT COMPANY by Document Strategy Magazine. Document Strategy Magazine is a leading publication covering the Customer Communications Management and Customer Experience (CX) space.

As a HOT COMPANY, DataOceans is being recognized for its excellence in Customer Experience and focus on improving the CCM capabilities of organizations of all sizes and across industries. In addition to being named as a HOT COMPANY, DataOceans has been featured in the Summer 2016 edition of Document Strategy Magazine, a copy of which can be viewed here.

Lawrence Buckley, Director of Marketing at DataOceans stated, “we are very excited to be recognized as a leader in the customer experience space. Our focus on the customer experience is core to our business, and we look forward to continuing to push the boundaries of customer experience within the context of CCM.”

 

About DataOceans

DataOceans offers customer communications management solutions that help companies across multiple industries improve existing customer communications, including billing and invoicing for print, portal, tablet and phone deliveries.  These newly transformed customer communications can be implemented in 90-120 days without significant involvement of client IT resources and offer interactive experiences, personalization, and highly-targeted ads with a focus on increasing revenue and decreasing costs.

Visit www.DataOceans.com for more information about the company and its products.

DataOceans Adds Real-Time Analytics with Izenda Business Intelligence

ATLANTA, GA – July 5, 2016

DataOceans announces that it has chosen to integrate self-service business intelligence and analytics capabilities from Izenda into its Customer Communications Management (CCM) platform and services.

Izenda’s solution will seamlessly integrate with DataOceans CCM workflow, empowering non-technical users to analyze data in real-time to improve the customer communication experience. While other managed service providers in the CCM industry provide their customers with standard reports and dashboards containing static data or require users to work with a service delivery manager to obtain a data dump which requires additional manipulation, DataOceans enhanced capabilities will place more control and flexibility in business users hands.

“The CCM industry has a strong need for robust self-service analytics and many existing solutions hamper business user’s ability to perform ad hoc analysis. DataOceans is a leader in this industry and we are excited to partner with them as they take business user empowerment to another level,” said Lee Nagel, VP of Marketing at Izenda and a veteran of the CCM industry.

Real-time analytics remain rare in the CCM space, giving DataOceans a strategic advantage in the marketplace with the addition of Izenda’s BI and analytics solution. DataOceans normalizes the data from their clients’ legacy datasets, and puts it in a relational database. With the addition of Izenda’s BI solution, they can leverage data through the DataOceans platform for better real-time decision making.

“Izenda’s technology fits nicely within ours,” said DataOceans Chief Revenue Officer Randy Beals. As for choosing Izenda, “Certain things we need to build, certain things we don’t need to reinvent the wheel when a great option that delivers superior ROI already exists,” he said.

DataOceans Director of Client Services Michele Hawkins stated, “I am extremely excited that we are integrating the Izenda Business Intelligence tool into the DataOceans platform.  It has an intuitive, easy-to-use interface that is great for business users.” Hawkins went on to say that “integrating with Izenda will allow our clients to unlock their data and use it to answer the day-to-day questions that arise about their business and customers.  They no longer need to utilize IT resources to get the information they need, which can be time-consuming and costly.  The data is now at their fingertips.”

About DataOceans

DataOceans offers customer communications management solutions that help companies across multiple industries improve existing customer communications, including billing and invoicing for print, portal, tablet and phone deliveries.  These newly transformed customer communications can be implemented in 90-120 days without significant involvement of client IT resources and offer interactive experiences, personalization, and highly-targeted ads with a focus on increasing revenue and decreasing costs.

Visit www.DataOceans.com for more information about the company and its products.

About lzenda

Izenda designed its self-service business intelligence platform for independent software vendors, solutions providers and enterprise users. Izenda embeds seamlessly in applications to deliver BI directly to the people who need it most. Our integrated BI platform allows end users to easily create and customize reports and dashboards so they can analyze, visualize, and share valuable data and insights in real time. More than 10,000 organizations use Izenda’s embedded BI and analytics platform on a daily basis. To find out more about Izenda’s platform, visit www.Izenda.com.