Customer Experience Management

OpenText WFO Video Series: Lessons Learned About Reporting to Executives

I’ve just taken a few moments to go back and read the 2017 Video Series blog posts that my colleagues…

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Are you on Track to Deliver the Right Picture?

I’ll admit it, I’m a total motorsports nut. If it has wheels and an engine I’ll happily watch it race.…

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Get up Close With the Latest in Customer Experience Management at Enterprise World

Think you know all about the range of OpenText Customer Experience offerings? Think you’ve seen it all at recent shows, or…

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OpenText WFO Video Series: What Tools Demonstrate Impact to Executives?

In my previous blog in this series for Question 3: How can the contact center align with the top priorities…

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OpenText WFO Video Series: What Performance Goals Resonate Most With Executive Leadership?

I’m really excited to write about this sixth question being asked as part of our OpenText™ WFO 2017 Video Series…

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Are you Delivering a Sunshine Experience?

It’s amazing how even the brightest ray of sunlight can ruin months of work. Several years ago I was part…

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OpenText WFO Video Series: What’s the Best way to Coordinate Contact Center Goals With Other Business Units?

Hopefully you’ve already taken a moment to check out the OpenText™ WFO 2017 Video Commentary Series and read our previous blog…

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Are Neo-Luddites Giving Digital Transformation a Pass?

At the beginning of the 19th century, English textile workers called Luddites destroyed weaving machinery to protest “the fraudulent and…

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Discover the Latest Customer Experience Management Trends and Innovations at Enterprise World in July

Is there anything good happening in Toronto in July this year? Sure there is. How about joining us for the…

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The GDPR and Why Digital Marketing Will Never be the Same

We know that the General Data Protection Regulation is giving Compliance and IT some heartburn as these teams work to…

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OpenText WFO Video Series: How can the Contact Center Align with the top Priorities of Executive Leadership?

Competing in any market based on delivering an outstanding customer experience is ranked by many CEO’s as a top priority…

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Time-Based Digital Assets are now Mission Critical

How much video are you watching online? I’m pretty confident it’s more than last year, or the year before. It…

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OpenText WFO Video Series: How can the contact center be positioned as a leader in customer experience?

“Do or do not. There is no try.” —Yoda If you are a Star Wars fan as I am, then…

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Putting the X Factor Into Customer Experience

For many years now we have heard that organizations must look to improve their customer experience to stand a chance…

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Next-Generation CCM: Blending Customer Communications With Digital Enablement

Guest blog from Omer Minkara, VP & Principal Analyst, Contact Center & Customer Experience Management, Aberdeen Group. Digital has become table…

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Digital Plants and Conveyor Belts – a Different Approach to DAM

The world’s largest museum complex is probably not the first thing that comes to mind when you think about who…

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OpenText WFO Video Series: Why Should Customer Experience be a top Enterprise Goal?

When faced with a choice of products, or suppliers, how to decide which one to use? Is it simply price,…

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Bye-Bye Repetitive Marketing Tasks, Hello Compelling Customer Conversations

For nearly two decades, email has been the main message bearer in marketing. But with tightening regulations, it is becoming…

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Five Compliance Challenges Facing Your Organization in 2017

2017 is turning out to be a tumultuous year for compliance. A combination of Brexit, a Trump presidency and the…

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OpenText WFO Video Series: Defining a Positive Customer Experience

To paraphrase that old adage about art: I may not know much about customer experience, but I know what I…

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