Customer Service
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How utilities can boost engagement, retention, and profits
Utilities have undertaken a large transformation journey to leverage new technologies (such as AI, IoT, robotics, etc.) to achieve their…
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Using first-party data to deliver personalized and tailored digital experiences at scale
Delivering personalized digital experiences is getting harder even as the technology to do so gets better. As the value of…
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Announcing OpenText Experience Cloud CE 21.3
Modern customer experiences are personalized experiences. Customers expect you to tailor your communications, websites, support, and even in-person interactions to…
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Introducing OpenText Experience CDP
Effective personalization at scale is the holy grail of modern marketing. It is a powerful force for acquisition, retention, and…
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What is content and document rationalization?
Google Dictionary defines rationalization as “the action of making a company, process or industry more efficient.” At home, rationalization might…
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Early adopter in a laggard industry: Accelerating tech innovation in insurance
In an industry generally known for slow adoption of technology, one insurance business discovered that the COVID-19 pandemic provided the…
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CCaaS and speech analytics create a best-in-class contact center offering
Many companies today are transitioning from traditional on-premises telephony contact center solutions to cloud telephony solutions—better known as contact center…
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Announcing OpenText Experience Cloud CE 21.2
Customers are demanding efficiency, immediacy, transparency, and universal engagement across channels. They’re putting major pressure on organizations to deliver more…
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How to centrally manage your phone system when working from home
Working from home has now become the standard for many companies. As the pandemic eases, businesses are likely to re-examine…
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Announcing OpenText Experience Cloud CE 21.1
Companies are increasingly looking for solutions to increase their productivity, by modernizing their technology stack, increasing the value of their…
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New independent report prepares organizations for implementing digital experience in 2021
What’s been set in motion by the events of 2020 isn’t temporary. Its effects will continue to be felt far…
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Evolving customer communications
Targeted customer communications are a powerful way to increase engagement and build brand loyalty. Done poorly, they’re also an effective way to drive your…
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Banking must improve digital experiences across the customer journey
COVID-19 accelerated digital transformation across every industry sector. New research shows that digital transformation and providing positive customer experiences are the top two…
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What is CCM (Customer Communication Management)?
Organizations need to have seamless and constant communication with their customers while also gaining insights into their needs. This helps…
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Simplifying customer outreach leads to big savings
Maintaining open lines of communication with your customers and partners is essential, but with all the different methods in use…
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Customer experience vs. customer engagement
Imagine you have an annual budget of $50,000. Do you spend it all on customer experience or customer engagement? The…
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Transitioning customer communications from paper to digital
When it comes to customer communications, Millennials, we’re told, prefer text and social media messages to phone calls and email.…
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5 best practices to maximizing your EIM investment
As the volume and variety of data in every business explodes, Enterprise Information Management (EIM) solutions are becoming an increasingly…
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Achieving a successful CCM implementation and adoption
When a customer chooses to invest in any kind of Customer Communications Management (CCM) platform, there are two things that…
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What is Customer Identity and Access Management (CIAM)?
Providing digital services to customers is a balancing act. You need to deliver outstanding customer experience at the same time…
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