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.Impact of agent experience management on customer success and service
Customer success and customer service are two interconnected functions inside a business. Both are focused on ensuring customer satisfaction and loyalty but they have some…
Impact of agent experience management on customer success and service
Customer success and customer service are two interconnected functions inside a business. Both are focused on ensuring customer satisfaction and loyalty but they have some…
An inside look at enterprise document accessibility for PDFs
Accessible PDFs are easy to use – enabling most people to view, read or interact with them. The goal is to create an inclusive experience…
Elevating contact center excellence
Contact centers face persistent challenges in ensuring optimal agent productivity and efficiency. OpenText™ Qfiniti Explore 24.1 emerges as a beacon of innovation, addressing the pressing…
The GenAI-driven contact center revolution
Contact center agents are the linchpin between organizations and their clientele. As the demand for exceptional customer service continues to rise in the total experience…
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, their demand for quicker responses,…
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 make a profound impact is…
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 and efficient customer experience. IVR…
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 organizations, it becomes very challenging…
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 existing infrastructure – speech-enabled automated…
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 optimal results, contact centers must…
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 customer experience (CX) management focuses…
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, you must be able to…
Stay in the loop!
Get our most popular content delivered monthly to your inbox.
