Customer Experience Management

Customer communications management

Do you remember Financial Services before the world of digital marketing and omnichannel customer experiences? Customer Communications Management (CCM) was…

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Qfiniti and Enterprise World 2018

If you joined the Qfiniti team for the massive OpenText user event in Toronto this summer, thank you, and we…

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Customer experience in practice

We are all customers and we all have experiences. Customer Experience in Practice is a common-sense look at how we…

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Improve customer experience with a little improvisation

While I enjoy TV shows like “Whose Line is it Anyway” that use improvisation techniques to deliver some fun comedy…

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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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