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…
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 the best ways to stand…
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 that 91% of organizations said…
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 as a service (CCaaS). But…
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 level of support are paramount….
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 on the industry. Research from…
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. I started as a first-tier…
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, and effort well spent. By…
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 expectations, preferences and a strong…
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 customers walked into a brick…
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 be able to measure and…
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 data collection. Regardless of whether…
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 paper or in electronic documents,…
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