Customer Experience Management

OpenText Experience Suite EP3 release further streamlines the customer journey

In our latest release, we’re making it easier than ever to create compelling and engaging experiences that will streamline the…

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OpenText Release 16 EP3: drive, extend and empower

There are three action verbs I like to use when talking about the benefits of OpenText™ Release 16 Enhancement Pack…

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General Data Protection Regulation (GDPR) moving forward

Oil is no longer the world’s most valuable resource. Data is the most valuable resource. “73% of people agree that…

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If a 600 year-old hotel can embrace digital customer communications, shouldn’t you?

“Why don’t we stay at that really nice hotel in the Cotswolds?” On our recent vacation trip to the UK…

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Enabling Argos digital transformation with OpenText Media Management

Have you ever wondered how a traditional catalogue retailer supports its transition into the digital business? To Argos, moving from…

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Endless Aisle puts focus on better inventory management

In my last blog I looked at Endless Aisle for a customer experience perspective. This time, I’d like to concentrate…

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Customer communications management

Do you remember Financial Services before the world of digital marketing and omnichannel customer experiences? Customer Communications Management (CCM) was…

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Qfiniti and Enterprise World 2018

If you joined the Qfiniti team for the massive OpenText user event in Toronto this summer, thank you, and we…

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Customer experience in practice

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

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Improve customer experience with a little improvisation

While I enjoy TV shows like “Whose Line is it Anyway” that use improvisation techniques to deliver some fun comedy…

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Endless Aisle can delight both customer and retailer

In the new world of omnichannel retail, the line between online and offline is blurring for customers. They expect a…

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Content and context must drive personalization in retail

Here’s an insight into me: I’m not the same person I was yesterday. I’m not hugely different but in subtle…

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OpenText Exstream recognized as industry leading solution

It is always nice to be recognized, and the OpenText Customer Experience Management team was delighted to learn that OpenText…

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OpenText WFO team welcomes Laurie Shook

Just as the strength of our contact center cloud offering for WFO gains momentum in the market, the OpenText™ Qfiniti…

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Is omnichannel retail turning conventional wisdom upside down?

It’s not difficult to find a news story saying retail is dead – that retailers should just close their brick…

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Qfiniti: WFO Provider of the Year

Each year the IQPC Call Center Week Excellence Awards honor, recognize and promote the most innovative call center solutions and…

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Toronto reflections on Enterprise World 2017

The view from my hotel window across downtown Toronto was spectacular, but I didn’t get to enjoy it that often.…

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Fujitsu chooses OpenText Exstream to power new proposal tool

In 2015, Fujitsu realized that their CRM system was no longer meeting their needs. So what do you do? While…

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When customer experience needs to get physical

It all started with a drip of water. You know that moment when you open the fridge door and feel…

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Utilities are Playing Catch-up with Online Document Formats

A review of major trends in the electric power sector found that electric utilities are rapidly becoming more focused on…

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