Customer Experience Management

Four important questions that AI can help retailers answer

In my previous blog, I looked at how quickly Artificial Intelligence (AI) is rapidly becoming a part of the retail…

Read more »

Next-Generation quality monitoring for the contact center

Coaching employees to deliver an amazing customer experience isn’t as easy a pat on the back and a “that-a-boy” comment…

Read more »

OpenText debut on Gartner Magic Quadrant for Workforce Engagement Management for Qfiniti solution

The OpenText team is proud to announce its arrival to the Gartner Magic Quadrant for Workforce Engagement Management (WEM) for…

Read more »

How to choose the best CEM software in 2018

In our first blog, we discussed Customer Experience Management (CEM) and the benefits that an effective CEM platform offers organizations…

Read more »

Applying Digital Asset Management to improve manufacturing operations

Let’s face it. Some sections of the manufacturing industries have been slow in adopting a customer-centric approach to their business.…

Read more »

Top four reasons to start AB testing today

In recent years, the pressure applied to marketers has grown significantly. Year over year, goals are handed down and marketers…

Read more »

What is Customer Experience Management (CEM)?

There was a time when content almost entirely flowed one way – from enterprises to customers. Customers’ responses were effectively…

Read more »

Improving CX is not a one-time effort

Welcome to 2018!  I trust that you’ve all updated your gym membership, started your diet and sworn off all those…

Read more »

Putting AI-enhanced analytics at the heart of retail customer experience

Last Sunday, my husband and I went to visit our daughter. As we drove, my cell informed me that we…

Read more »

Publishing isn’t just for Publishers

Who is the largest publisher in the United States? McGraw-Hill? Time-Warner? Simon & Schuster? It’s not any of the names…

Read more »

Award-winning loyalty and rewards program personalizes online experiences

When loyalty is your business, how do you support and engage your members and offer the best digital experience? Jet…

Read more »

The real magic is anticipating customer need

There is something ‘cool’ or futuristic about not having to pull out your wallet to pay. As the idea has…

Read more »

Velocity of change and the digital revolution

We are all customers and we all have experiences. Customer Experience in Practice is a common-sense look at how we…

Read more »

Deliver even more effective multichannel communications with Exstream 16.3

As much as I love living and working in a digital world, there are still certain things I like to…

Read more »

Make the most of your Single Page Applications with TeamSite 16.3

Do you like using Single Page Applications as part of your website design? They are pretty cool aren’t they? And…

Read more »

Automating the digital media supply chain

All those pictures that you see on websites, on digital signs at the mall, or even on the packaging for…

Read more »

Telenor boosts customer communications with OpenText

Brand consistency has a huge impact on brand awareness, which helps to drive understanding and loyalty among customers. So how…

Read more »

How my Apple Watch gave me a window into a world of IoT in Retail

The Internet of Things (IoT) is beginning to have a major impact in many industry sectors. IoT is a network…

Read more »

Creating a game plan for effective agent coaching

Fifteen seconds left on the clock. The team is down by 2 points. The coach of this basketball team has…

Read more »

Can government move from a service to an engagement delivery model?

There has been a great deal written about Citizen-centric government and the role of personalization in service delivery. Pretty much…

Read more »
Close