As I travel the globe helping to educate customers and prospects on the benefits of speech analytics, one of the…
Read More »Customer Experience Management
We are fast approaching the holiday season with the New Year peeking just around the corner, but before you get…
Read More »
“You can’t manage it if you don’t measure it,” has been a business cliché for decades. It’s not a sentiment…
Read More »
It’s amazing what you can learn in the back of a cab in Las Vegas. On my ride back to…
Read More »
The latest release of OpenText™ Experience Suite tackles the challenges of digital transformation to deliver a continuous real and effective…
Read More »
Last weekend I attended the United States Grand Prix Formula One race at the magnificent Circuit of the Americas facility…
Read More »
A few years ago I visited a customer in Italy, and we demonstrated the coaching and monitoring tools of OpenText™…
Read More »
Full disclosure: I work at OpenText™ Optimost, an optimisation vendor, with a 15 year heritage in Managed Services. We believe you’ll achieve…
Read More »
The customer journey is being redefined in the digital age from a linear process to an ongoing loop of BUY…
Read More »
How can you read 174 Newspapers a day? Seems like an impossible task, yet according to one study that is…
Read More »
Have you ever had a performance review with your boss where he or she picks the absolutely worst issue to…
Read More »
A colleague of mine recently shared a story from The New York Times about a woman who signed up for an…
Read More »
I like shopping at Nordstrom. No, I love shopping at Nordstrom. And it recently occurred to me that part of…
Read More »
Bzzzt. Bzzzzzzzt. In my hotel room after three days of marketing conference sessions, an after party, and a bonus Cirque…
Read More »
There are a lot of posts out there with titles like “10 A/B testing mistakes you are making”. They offer…
Read More »
Mark Hamill is a good guy. I’ve been lucky enough to meet him on a couple of occasions in the…
Read More »
When it comes to testing program success, lift is undoubtedly the most popular or most used metric to measure success.…
Read More »
Contact Center Quality Assurance (QA) teams today provide two critical services to their contact center organizations. First, they document agent…
Read More »
Today, I am very excited to announce the release of OpenText™ Qfiniti AutoScore. This is an important announcement for multiple…
Read More »
Strong Performer in WFO? You bet! OpenText™ Qfiniti and OpenText™ Explore are every bit as robust and more scalable than…
Read More »