Customer Experience Management

The FAQ of Contact Center Analytics-Driven Agent Scoring

As I travel the globe helping to educate customers and prospects on the benefits of speech analytics, one of the…

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OpenText Live Webinar Series – Upcoming Schedule

We are fast approaching the holiday season with the New Year peeking just around the corner, but before you get…

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Measuring the Redefined Customer Journey

“You can’t manage it if you don’t measure it,” has been a business cliché for decades. It’s not a sentiment…

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Learning a CX Lesson While Leaving Las Vegas

It’s amazing what you can learn in the back of a cab in Las Vegas. On my ride back to…

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OpenText Experience Suite Adds Functionality to Support the Customer Lifecycle

The latest release of OpenText™ Experience Suite tackles the challenges of digital transformation to deliver a continuous real and effective…

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Developing a Culture of Assumption at 200mph

Last weekend I attended the United States Grand Prix Formula One race at the magnificent Circuit of the Americas facility…

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Employee Engagement and Coaching in Union Environments

A few years ago I visited a customer in Italy, and we demonstrated the coaching and monitoring tools of OpenText™…

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Managed Services Increase the Value of Your Conversion Rate Optimisation Program

Full disclosure: I work at OpenText™ Optimost, an optimisation vendor, with a 15 year heritage in Managed Services. We believe you’ll achieve…

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The Redefined Customer Journey – Remove System Friction

The customer journey is being redefined in the digital age from a linear process to an ongoing loop of BUY…

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Do You Know What You Don’t Know About Your Content?

How can you read 174 Newspapers a day? Seems like an impossible task, yet according to one study that is…

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Cherry Picking Makes Employees Frustrated

Have you ever had a performance review with your boss where he or she picks the absolutely worst issue to…

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When Personalization Backfires

A colleague of mine recently shared a story from The New York Times about a woman who signed up for an…

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Face-to-Face vs. Digital: Finding the Right Balance in Customer Experience is an Art

I like shopping at Nordstrom. No, I love shopping at Nordstrom. And it recently occurred to me that part of…

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Girl Interrupted. A Story of Relentless Marketing Artificial Intelligence

Bzzzt. Bzzzzzzzt. In my hotel room after three days of marketing conference sessions, an after party, and a bonus Cirque…

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Revive Your Struggling Testing Programme With a Hackathon

There are a lot of posts out there with titles like “10 A/B testing mistakes you are making”. They offer…

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Luke Skywalker – Content Jedi or Joker?

Mark Hamill is a good guy. I’ve been lucky enough to meet him on a couple of occasions in the…

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8 Signs Other Than Lift That Prove Testing Program Success

When it comes to testing program success, lift is undoubtedly the most popular or most used metric to measure success.…

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Quality Assurance and Customer Experience Monitoring Can Now Be Automated with OpenText Qfiniti

Contact Center Quality Assurance (QA) teams today provide two critical services to their contact center organizations. First, they document agent…

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OpenText WFO Software Launches Qfiniti AutoScore for Analytics-Enabled Scoring

Today, I am very excited to announce the release of OpenText™ Qfiniti AutoScore. This is an important announcement for multiple…

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OpenText WFO Software a “Strong Performer”

Strong Performer in WFO?  You bet!  OpenText™ Qfiniti and OpenText™ Explore are every bit as robust and more scalable than…

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