Customer Experience Management

Endless Aisle can delight both customer and retailer

In the new world of omnichannel retail, the line between online and offline is blurring for customers. They expect a…

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Content and context must drive personalization in retail

Here’s an insight into me: I’m not the same person I was yesterday. I’m not hugely different but in subtle…

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OpenText Exstream recognized as industry leading solution

It is always nice to be recognized, and the OpenText Customer Experience Management team was delighted to learn that OpenText…

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OpenText WFO team welcomes Laurie Shook

Just as the strength of our contact center cloud offering for WFO gains momentum in the market, the OpenText™ Qfiniti…

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Is omnichannel retail turning conventional wisdom upside down?

It’s not difficult to find a news story saying retail is dead – that retailers should just close their brick…

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Qfiniti: WFO Provider of the Year

Each year the IQPC Call Center Week Excellence Awards honor, recognize and promote the most innovative call center solutions and…

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Toronto reflections on Enterprise World 2017

The view from my hotel window across downtown Toronto was spectacular, but I didn’t get to enjoy it that often.…

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Fujitsu chooses OpenText Exstream to power new proposal tool

In 2015, Fujitsu realized that their CRM system was no longer meeting their needs. So what do you do? While…

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When customer experience needs to get physical

It all started with a drip of water. You know that moment when you open the fridge door and feel…

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Utilities are Playing Catch-up with Online Document Formats

A review of major trends in the electric power sector found that electric utilities are rapidly becoming more focused on…

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Is Cloud-Based CCM Right for you?

Market analyst firm KeyPoint Intelligence (formerly known as InfoTrends), in reporting on Customer Engagement Technologies State of the Market 2016,…

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OpenText Qfiniti Showcased at Call Center Week 2017

The Call Center Week expo hall is filled and the OpenText WFO team is ready take you on an adventure…

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The Time for Education is Now!

According to Benjamin Franklin, “An investment in knowledge pays the best interest.” That couldn’t be more true. Employee education and…

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Digital Culture, Digital Capability and Digital Influence

Invest in Digital Capability to build a Digital Culture and be rewarded with Digital Influence – with social media, video…

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Where Have all the Millennials Gone? Adapting the Customer Experience

My wife and I recently stopped at the local branch of a chain restaurant that was a regular family eating…

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Stop Sending Bad Surveys – Webinar Invite

When your mother told you to “listen twice as much as you speak” she was right! With survey fatigue at…

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Stale Coaching Programs in the Contact Center

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me…

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Energize Your Customer Experience Strategy at Enterprise World

Are you looking to re-energize your Customer Experience strategy? Do you want to know how other companies are approaching it? Are…

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5 Tips For Better Digital Marketing in Financial Services

While Financial Services CEOs and CIOs talk of the importance of digital transformation, many firms have been slower to harness…

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Thoughts From Digiruption Indaba South Africa

Digiruption Indaba is our customer day in Africa – Indaba means ‘gathering’. This year, Digiruption was held at the Galleria in…

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