Customer Experience Management

Discover the Latest Customer Experience Management Trends and Innovations at Enterprise World in July

Is there anything good happening in Toronto in July this year? Sure there is. How about joining us for the…

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The GDPR and Why Digital Marketing Will Never be the Same

We know that the General Data Protection Regulation is giving Compliance and IT some heartburn as these teams work to…

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OpenText WFO Video Series: How can the Contact Center Align with the top Priorities of Executive Leadership?

Competing in any market based on delivering an outstanding customer experience is ranked by many CEO’s as a top priority…

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Time-Based Digital Assets are now Mission Critical

How much video are you watching online? I’m pretty confident it’s more than last year, or the year before. It…

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OpenText WFO Video Series: How can the contact center be positioned as a leader in customer experience?

“Do or do not. There is no try.” —Yoda If you are a Star Wars fan as I am, then…

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Putting the X Factor Into Customer Experience

For many years now we have heard that organizations must look to improve their customer experience to stand a chance…

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Next-Generation CCM: Blending Customer Communications With Digital Enablement

Guest blog from Omer Minkara, VP & Principal Analyst, Contact Center & Customer Experience Management, Aberdeen Group. Digital has become table…

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Digital Plants and Conveyor Belts – a Different Approach to DAM

The world’s largest museum complex is probably not the first thing that comes to mind when you think about who…

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OpenText WFO Video Series: Why Should Customer Experience be a top Enterprise Goal?

When faced with a choice of products, or suppliers, how to decide which one to use? Is it simply price,…

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Bye-Bye Repetitive Marketing Tasks, Hello Compelling Customer Conversations

For nearly two decades, email has been the main message bearer in marketing. But with tightening regulations, it is becoming…

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Five Compliance Challenges Facing Your Organization in 2017

2017 is turning out to be a tumultuous year for compliance. A combination of Brexit, a Trump presidency and the…

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OpenText WFO Video Series: Defining a Positive Customer Experience

To paraphrase that old adage about art: I may not know much about customer experience, but I know what I…

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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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