Customer Experience Management

Stale Coaching Programs in the Contact Center

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me…

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Energize Your Customer Experience Strategy at Enterprise World

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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5 Tips For Better Digital Marketing in Financial Services

While Financial Services CEOs and CIOs talk of the importance of digital transformation, many firms have been slower to harness…

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Thoughts From Digiruption Indaba South Africa

Digiruption Indaba is our customer day in Africa – Indaba means ‘gathering’. This year, Digiruption was held at the Galleria in…

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Lead the Customer Experience Revolution – Webinar

Traditional marketing no longer works. Broadcasting a message and hoping that someone will see and respond to it is now…

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Process Automation Anchors the Delivery of Digital Customer Experiences

In this blog we welcome guest blogger Maureen Fleming, a Vice President at IDC, focused on middle tier technologies that enable new…

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Want to Know What Your Peers are up to? – Join the Customer Conversations at Enterprise World

Attending conferences like OpenText™ Enterprise World provide some of the best opportunities for you, and your company, to take your game…

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Disrupt Yourself – Personalized Marketing in the age of General Data Protection Regulation (GDPR)

In early March, as part of an overall webinar titled New EU Policies Will Transform Business Practices across the Organization:…

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Personalize Wisely: The Do’s and Don’ts of Personalization

Do you know the best approach to personalizing your digital experiences? While personalization has been a top priority for many…

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OpenText Experience Suite EP2 Release Brings Powerful Features to Build Compelling Customer Interactions

The existing set of OpenText™ Customer Experience Management solutions across Web Content Management, Digital Asset Management, Customer Communications Management, Workforce Optimizations,…

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OpenText Qfiniti 16.2 – Created for Results, Designed for Coaching

For over 17 years, OpenText™ Qfiniti customers have been asking callers to “stay on the line at the end of…

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Behind the Scenes: 3 Key Drivers of OpenText Release 16 and EP2

OpenText™ Release 16 EP2 is the second enhancement pack for Release 16, and I want to share some of the…

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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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