Alex Martinez

Alex is a Senior Product Marketing manager at OpenText with over 20 years experience working with customers and partners across multiple verticals with a strong focus on the Healthcare and Financial Services markets. He is keen on guiding customers through their digital transformation journey, taking a solution-oriented approach to solving their day-to-day problems.

Diversity

Alex MartinezNovember 29, 2023

Navigating the landscape of digital accessibility

Over the past decade, the notion of a customer has changed significantly. How individuals engage with businesses, their evolving expectations,…
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Customer Experience

Alex MartinezOctober 5, 2023

How is AI transforming enterprise document accessibility?

The rapid advancement of Artificial Intelligence (AI) is reshaping various industries, and one significant area where AI is poised to…
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Customer Service

Alex MartinezSeptember 21, 2023

How AI will transform speech-enabled IVRs

In the Total Experience economy, self-service speech-enabled Interactive Voice Response (IVR) systems play a crucial role in providing a seamless…
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Customer Service

Alex MartinezJune 29, 2023

5 ways agent experience management improves CSAT and NPS scores

Agent experience management (AXM) is an imperative practice for creating a holistic and exceptional customer experience. If it’s not embraced…
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Technologies

Alex MartinezMay 5, 2023

What’s new in OpenText CX-E Voice

We are pleased to announce the 23.2 release of OpenText™ CX-E Voice. CX-E Voice delivers powerful applications to enhance your…
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Customer Experience

Alex MartinezApril 10, 2023

Can a performance and incentives gamification program drive agent performance?

In today’s fast-paced and ever-evolving contact center landscape, performance and efficiency are critical factors in achieving business success. To achieve…
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Customer Service

Alex MartinezFebruary 16, 2023

Improve agent experience to impact total customer experience

Many organizations have spent a great deal of focus and technological investments to improve overall customer experience. The practice of…
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Product Updates

Alex MartinezNovember 16, 2022

What’s new in OpenText Qfiniti & Explore

Improving the customer experience (CX) is a top priority with senior management in any organization. To keep customer satisfaction high,…
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Product Updates

Alex MartinezAugust 4, 2022

Make smarter decisions with customer insights and analytics

In a constantly evolving landscape, how can businesses stay ahead? The future of customer experience depends on data. One of…
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Customer Experience

Alex MartinezSeptember 21, 2021

Is your speech analytics solution multilingual?

Exceptional customer experience (CX) continues to be paramount for any business. In fact, a Gartner survey conducted in 2020 found…
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Customer Experience

Alex MartinezMay 6, 2021

CCaaS and speech analytics create a best-in-class contact center offering

Many companies today are transitioning from traditional on-premises telephony contact center solutions to cloud telephony solutions—better known as contact center…
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Analytics & AI

Alex MartinezMarch 26, 2021

Supercharge your contact center with real-time speech analytics

Customer satisfaction, more than ever, has become a key metric for measuring business success. The quality of your products and…
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Customer Experience

Alex MartinezJune 4, 2020

Overcoming the challenges of the remote contact center

The COVID-19 pandemic has forced contact center organizations to shift to remote work environments, and it’s had a tremendous impact…
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Customer Experience

Alex MartinezMay 18, 2020

What if today’s contact center technology existed a quarter of a century ago?

Some 26 years ago, I was a tech support representative working at a call center for a prominent software company.…
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Customer Experience

Alex MartinezMarch 11, 2020

What can a Voice of the Customer program do for you?

In my last blog, I concluded by saying that a good Voice of the Customer (Voc) program is time, money,…
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Customer Experience

Alex MartinezJanuary 29, 2020

Why should a Voice of the Customer program matter to your organization?

The Voice of the Customer (VoC) is a term used in business to describe the in-depth process of capturing customer’s…
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Technologies

Alex MartinezJanuary 27, 2020

Industry 4.0 is profoundly impacting the customer experience

In not the too distant past, companies carried out business the old fashion way, where paper was the norm and…
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Customer Experience

Alex MartinezNovember 12, 2019

What’s new in OpenText Qfiniti and Explore Release 16 EP7

Providing a superior customer experience delivers a competitive advantage in today’s crowded marketplaces. To keep customer satisfaction high, you must…
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Technologies

Alex MartinezNovember 12, 2019

What’s new in OpenText LiquidOffice Release 16 EP7

In every organization, customers and employees enter information on forms because of business processes that require some type of discrete…
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Customer Experience

Alex MartinezJuly 10, 2019

What’s new in OpenText LiquidOffice EP6

Every day, customers and employees enter information on forms. Regardless of how they are created, distributed and captured, whether on…
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