Customer Experience Management

Sending the Wrong Email can be an Opportunity to do the Right Thing

We all get them every day. Emails that we delete without reading. Yet companies invest countless hours in developing email…

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The Future of e-Delivery and its Impact on Customer Experience

It seems everyone is talking about “digital transformation” but many are still unsure of what it is, why it is…

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WFO Video Series: Driving Contact Center Awareness

I have had the pleasure of speaking with Donna Fluss, President of DMG Consulting, on numerous occasions, and she often…

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Ovum Names OpenText as a Leader in Web Experience Management

The research and analysis firm Ovum has released a report naming two OpenText products as leaders in web experience management…

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“One Step” to Make Agent Guidance Easier

Have you looked at the desktop of the average customer service employee lately?  Even with unified communications and the consolidation…

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Why DAM Isn’t Just Pretty Pictures on the Web Any More

Why do you purchase and implement a Digital Asset Management (DAM) platform in the first place? If you’re like me…

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3 Tips to Gain Mindshare for Your Contact Center

One of my favorite discussion topics with OpenText WFO customers and other contact center professionals is about the internal brand…

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100,000 Pieces of Content a Day

It often feels like we are being deluged by content, we are exposed to more stories, images, video, and audio…

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Matthew Storm Joins the OpenText WFO Team

If you follow Matthew Storm on social media you may see “marketer, speaker, traveler, foodie, a farmer’s son, a customer…

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Check Your Coaching Program Expiration Date

One night while visiting family in Tulsa, I developed one of the worst headaches I’ve had in years.  The Advil…

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Is Your Website a Reflection of You or Your Customers?

“Hey Dad, did you have any feedback?” That text from my daughter last week was part of an ongoing discussion…

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Was one of Your Resolutions Better CX? If not, it Should be

Ever wonder why some companies seem to do so much better than others? Is there one competitor you always feel like…

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An Account Number by any Other Name

All I wanted to do was give a business some money. Yet they seemed determined to make it as difficult…

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Media Management – A “Rosetta Stone” for Rosetta Stone

The Rosetta Stone the famous tablet, found in 1799, that displayed the same text in three ancient languages: Greek, Demotic…

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Personalizing the Customer Experience is the Key to Success in 2017

As consumers, nothing is worse than a bad customer service experience. Most of us have experienced entering information in an…

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Lower the Drawbridge and let the Data Flow

It’s not often that Game of Thrones provides a moment of insight into data exchange, but that’s what happened this…

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Customer Experience, Digital Transformation, and Commitment to the Success of our Partners

This is the time of year when we try to pause from our busy schedules and take some time for…

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Webinar: Secrets to Increasing Contact Center Capacity and Efficiency

“There isn’t enough hours in the day to get my work done.” Sound familiar? Contact centers are continually asking their…

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Removing the Data Barriers to get the Bigger Picture

Doing something over and over again and expecting a different result is EITHER practice, or insanity.  The difference is simply…

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Empathy Resonates in Chicago at the DX Summit

Empathy – If there was one word I heard more than any other at the recent DX Summit in Chicago,…

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