Dow Jones and Papyrus Software

How Dow Jones used an agile delivery approach to incrementally roll out Papyrus Software across our Finance Teams – harnessing the tool for our business practices while navigating compliance concerns. Among our goals for this initiative, the Dow Jones team developed content-centric processes and invoice consolidation, to present a more seamless customer experience.

Gene Phifer is a 50-year IT veteran, with the first half of his career in various Fortune 100 IT roles leading up to CIO, and the second half of his career as a Distinguished Analyst with Gartner. Mr. Phifer specializes in digital transformation, customer experience, employee experience and digital experience technologies. He has worked in and with global companies in many industries, including retail, CPG, manufacturing, healthcare, financial services and public sector. Mr. Phifer is currently President/CEO of TACLE Advisory, a Plano, TX-based firm providing advisory, consulting and speaker services.

The Modern Digital Workplace

The digital workplace has evolved significantly over the past few years. The post-COVID return to office, expanding needs for hybrid environments, and the impacts of Gen Z and AI are all driving significant investments in digital workplaces. This presentation examines the state of the art in the modern digital workplace, and provides a glimpse into its future.

Richard Huff brings extensive experience managing market and product research with the goal of providing excellent advice on best practices and technology recommendations for printing/mailing operations. He conducted numerous research studies on print-related software, operational efficiency, and market pricing. Prior to joining Madison Advisors, Richard was a senior analyst with Doculabs, where he was lead analyst for end-user and vendor consulting engagements. Huff also had eight years of experience at Uarco, Inc., a manufacturer of customized business forms and labels.
While at Uarco, Richard was a member of the launch team for Uarco Impressions, one of the first distributed short-run color print operations. Impressions twelve print facilities leveraged high speed network communications to distribute and print personalized documents at the facility closest to the recipient.
Richard earned a B.S., Mechanical Engineering, University of Illinois at Champaign-Urbana.

Expanding the ADF to Digital Channels

Enterprises often adopt new communications channels in response to customer demand. New technologies and consumer habits have changed how customers expect to be able to communicate and receive communications from enterprises. However, digital channels bring new challenges including accessibility, secure delivery, and data privacy.

Customer communications management now requires enterprises to seamlessly transition between channels for an extended customer engagement such as a loan or insurance claim. Enterprises have built sophisticated automated document factories (ADFs) for traditional print and mail operations, but now need to manage the workflow of digital communications with the same degree of accuracy and auditability.

In this session, Madison Advisors discusses the current state of digital transformation in customer communications. We will identify the categories of software needed to handle various aspects of a dynamic, digital CCM solution and discuss the role of AI in automating more and more CCM activities.

Key Takeaways:

• Understand the market drivers and trends affecting the transformation of customer communications
• Learn how to use new tools to improve the customer experience