Tech Industry Investigate

Interactive Documents Get Smarter: The Next Dimension of One-to-One Communications

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Executive Summary

In the digital age, the document - in all its many formats - has become the cornerstone of customer communications. From account notices, billing statements and welcome kits to sales decks, direct mail promotions, and e-mail newsletters, the document is central to any company's efforts to get, keep, and grow customers. What, for example, does an eight-inch-high stack of application and disclosure forms tell a customer opening up a new mutual fund account? It most likely says that the brokerage is cumbersome and bureaucratic - and it might even influence that customer to defect.

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