Customer Experience Management

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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OpenText and AmerisourceBergen Develop Superior B2B Customer Experience

For your convenience, you can either listen to the Podcast below, or read the transcription in this blog. Complex Processes Simplified…

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Before you pay an Agency $5 million for a Brand new Website…

Just like the floating feather at the start of Forrest Gump, a story too good, too poignant, too raw to…

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Back to School Season – Continuing Education

The back-to-school season impacts all of us. Perhaps you’re preparing your children for a new school year. Perhaps it means…

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Five Factors That Are Driving the Changing Publishing Landscape

From scrolls to print, from hardback to paperbacks, from broadsheets to tabloids, and from print to digital, the world of…

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Customer Journey Redefined – The Departmental View

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

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Adapt to Ever-Changing Markets With Dynamic Predictive CRO

So far in this series, I’ve covered having a flexible toolbox and flexible technical expertise, while in the last two…

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The Year’s Best Conversation is Coming: OpenText Dialogue 2016, Sept. 26-28

At this year’s OpenText Dialogue 2016 conference, you couldn’t be in a better seat to get insight and guidance on…

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Taking WFM out of the Phone age

Understanding the modern-day contact center requires new thinking, and as Workforce Management (WFM) professionals, we cannot stay stuck in the…

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Want to Build a Dynamic CRO Team? Flexibility is key

In this post I’ll discuss what you need in order to have a virtual conversion rate optimization (CRO) team with the…

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Happy Birthday to WFO Screen Capture

A core component of every WFO platform is the ability to record an agent’s desktop and deliver a movie-like experience…

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Optimize Your Online Presence With the Latest in Self-Service Testing

Introducing Mobile Emulator, Click Counters, and more, in OpenText™ Optimost VisualTest 1.6. We’re excited to announce that the latest self-service…

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Not Another Cloud Buzzword for WFO?

Do we really need more buzzwords to promote cloud? I think not! Here’s just a few I found today: Taking…

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Hear From Forrester and InfoTrends CX Experts at Dialogue 2016

Preparations are well underway for Dialogue 2016—the industry’s customer engagement event of the year! And what a timely event this is,…

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So What Exactly is OmniChannel?

An angry man with a delivery van just redefined my understanding of omni-channel customer experience. Traditionally when I’ve referred to…

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