In the new world of omnichannel retail, the line between online and offline is blurring for customers. They expect a…
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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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It is always nice to be recognized, and the OpenText Customer Experience Management team was delighted to learn that OpenText…
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Just as the strength of our contact center cloud offering for WFO gains momentum in the market, the OpenText™ Qfiniti…
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It’s not difficult to find a news story saying retail is dead – that retailers should just close their brick…
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Each year the IQPC Call Center Week Excellence Awards honor, recognize and promote the most innovative call center solutions and…
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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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In 2015, Fujitsu realized that their CRM system was no longer meeting their needs. So what do you do? While…
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It all started with a drip of water. You know that moment when you open the fridge door and feel…
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A review of major trends in the electric power sector found that electric utilities are rapidly becoming more focused on…
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Market analyst firm KeyPoint Intelligence (formerly known as InfoTrends), in reporting on Customer Engagement Technologies State of the Market 2016,…
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The Call Center Week expo hall is filled and the OpenText WFO team is ready take you on an adventure…
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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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Invest in Digital Capability to build a Digital Culture and be rewarded with Digital Influence – with social media, video…
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My wife and I recently stopped at the local branch of a chain restaurant that was a regular family eating…
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When your mother told you to “listen twice as much as you speak” she was right! With survey fatigue at…
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As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me…
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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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While Financial Services CEOs and CIOs talk of the importance of digital transformation, many firms have been slower to harness…
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Digiruption Indaba is our customer day in Africa – Indaba means ‘gathering’. This year, Digiruption was held at the Galleria in…
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