Posts by lisac
EOBs, ANOCs, and ERAs: Decoding Healthcare’s Communications Alphabet Soup
If you’ve ever felt lost in the maze of American healthcare acronyms, you’re not alone. For healthcare payers and providers, managing this complex web of communications represents one of the industry’s most persistent operational and customer experience challenges.
The most infamous is the EOB (Explanation of Benefits) – documents that explain services provided, insurance coverage, and member costs. Despite their importance, EOBs are notoriously difficult to understand, leading to confused members, increased call center volume, and delayed payments. The challenge isn’t just readability – it’s trust.
Ten Years of Transformation: How Customer Communications Evolved—And Where We’re Headed
As Aspire CCS celebrates a decade of innovation, we reflect on how the CCM-CXM industry has transformed from one-directional batch communications to intelligent, omnichannel experiences. From data silos to AI-powered personalization, discover how customer communications evolved over the past ten years—and where we’re headed next.
Read MoreModernizing Communications in American Healthcare
The US healthcare communications market represents a $3.5 billion opportunity as organizations shift from efficiency-driven approaches to engagement-focused strategies. With one in five consumers switching providers due to poor communications, healthcare payers and providers must modernize while balancing regulatory compliance, legacy systems, and value-based care requirements. This Market Trend Report examines the transformation underway and provides practical guidance for successful modernization.
Read MoreFrom Strategy to Reality: Delivering Trust – First Communications
Organizations worldwide are discovering that trust-first communications strategies deliver measurable competitive advantages, with businesses implementing transparent data sharing and cohesive conversation frameworks achieving 41% faster revenue growth while building stronger regulatory resilience and customer loyalty in an increasingly complex compliance landscape.
Read MoreOpenText Leadership Change: What It Means for CCM and its Digital Experience business unit
Aspire CCS CEO and Founder, Kaspar Roos takes a look at how the enterprise software landscape has been shaken with the news of OpenText CEO’s immediate departure after 13 years at the helm.
Read MoreCinven Acquires Majority Stake in Smart Communications, Reportedly Valuing the Company at $1.8Bn
Smart Communications’ acquisition of Joisto strengthens its cloud-first portfolio with modern archiving capabilities, expanding its presence in the Nordics and positioning it as a more comprehensive CCM-IXM platform provider.
Read MoreThe Compliance Advantage: How Smart Companies Turn Regulations Into Revenue
In boardrooms across the globe, a familiar scene plays out. Legal teams present the latest regulatory requirements. IT calculates the cost of retrofitting existing systems. Marketing worries about timeline delays. Everyone treats compliance as a burden to be minimized rather than an opportunity to be maximized. But while most organizations continue this reactive dance, a small number of forward-thinking enterprises are taking a radically different approach. They’re using content migration as a strategic opportunity to transform compliance from a cost center into a competitive differentiator.
Read MoreLatest Aspire Leaderboard News
Discover the latest updates from the Aspire Leaderboard, your gateway to a holistic understanding of the CCM and CXM markets. This blog looks at new entrants to the Leaderboard, alongside key updates from participating vendors.
Read MoreThe Hidden Cost of Legacy Content: Why ‘Lift-and-Shift’ Content Migration Costs More Than Starting Fresh
Think moving your content “as-is” to a new system saves money? Think again. New research reveals why 39% of enterprises struggle with expensive system maintenance—and how the “quick and cheap” migration approach actually costs more in the long run.
Read MoreAspire in Focus: Spring 2025 Newsletter
Aspire in Focus: Spring 2025 Newsletter Hi there, Welcome to our Spring ’25 newsletter, where you’ll find the latest CCM-CXM news, alongside insight and events from the team at Aspire CCS. At the end of last year we released a Market Trends Report on theevolution towards a modern, agile Center of Excellence 2.0, alongside a colleciton…
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