Customer Experience
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Engaging citizens in new and innovative ways
Around the world, constituents expect a digital experience that allows them to interact, engage and transact with their government anytime,…
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Achieving a successful CCM implementation and adoption
When a customer chooses to invest in any kind of Customer Communications Management (CCM) platform, there are two things that…
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Nurturing relationships while working remotely
In the midst of media reports of job cuts and business closures, the Bank of America has just announced the…
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Why trusted advice is vital in uncertain times
There’s a danger that writing a blog focused on the current Coronavirus outbreak could be seen as a cynical marketing…
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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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3 ways to extend Salesforce for a true omnichannel customer experience
Customers are empowered by voices, choices, and devices. They want what they want, where they want it and when they…
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Celebrating 20 years of excellence
2020 marks the 20th anniversary of OpenTextTM Exstream. It is hard to believe that the market-leading Customer Communications Management (CCM)…
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The state of AI and information readiness in banking
According to a new report on the global banking industry from Finextra, 45% of retail banks say they can onboard a…
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Salt River Project protects water with creative flow
The Salt River Project (SRP) is a public utility that serves users and the environment by going beyond the essentials.…
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7 best practices in customer experience
In today’s world, customer experience determines success. Regardless of your organization’s size, products, service or industry, providing your customers with a consistently great…
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Ensuring business continuity during emergencies
Business continuity can be a challenge when virus breakouts, natural disasters or political upheaval lead to travel bans. While protecting…
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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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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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Are we there yet?
Everyone who has taken a long road trip with children has heard that incessant question from the back seat: “Are…
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Driving shareholder value through marketing
In recent blogs I’ve talked about the importance of proving the value of marketing and my predictions for marketing trends…
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The differing attitudes to digital transformation in the utility sector
There are few utility organizations today that don’t understand or appreciate the benefits of digital transformation. However, a new whitepaper…
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Capturing customer attention with video
Customers today have a lot of choices and are exposed to over 5,000 brand and advertising impressions a day. With…
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Be a digital bank, don’t just look like one
There’s a stark truth in banking: the better your customer experience, the more successful you will be. Recently, McKinsey found…
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AI helps you hear your customers’ voice
Your customers are talking to you, and about you, but are you gaining any value from those conversations? In this…
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Announcing OpenText Experience Release 16 EP7
Customer experiences are the sum of multiple interactions across various journeys. They become harder to optimize as customers choose their…
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