Customer Service
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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…
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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…
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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…
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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…
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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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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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OpenText Experience Suite EP2 Release Brings Powerful Features to Build Compelling Customer Interactions
The existing set of OpenText™ Customer Experience Management solutions across Web Content Management, Digital Asset Management, Customer Communications Management, Workforce Optimizations,…
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The Future of Information: CEM Delivers the Full Customer Journey
Customer experience is the sum of all experiences over the duration of a relationship between a consumer and an organization.…
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The Future of Information: The OpenText View of the World
Enterprises are facing unprecedented competitive forces. Their competitors are defying Keynesian economics and they are experiencing a massively changing workforce—all…
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The Customer’s Perspective of the Redefined Customer Journey
The digital customer journey is being redefined – it’s never been easier to buy stuff. All it takes is a…
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The Future of Information: Enter the Machines
As the Millennials enter the workforce, the machines will follow. And so cometh the machine. The Internet is constantly evolving.…
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CIO Magazine Interview: One Does Not Upgrade to Digital
In late March, I was featured in an article in CIO Magazine online, in which I discuss how Enterprise Information…
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Creating Interactive Dialog With Your Customers
What if each customer felt that every communication with you was not only well managed, but a meaningful, interactive dialog?…
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It’s Technically Easy to Upgrade to the Latest Version of Exstream
OpenText™ Exstream is a powerful, efficient and robust multichannel customer communications solution that allows users to create a variety of…
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ON DIGITAL-First Fridays: Sold? But I Never Started the Sales Cycle!
Consumers expect highly personalized products and services, delivered in real time. Instant gratification means no more waiting in long lines,…
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ON DIGITAL-First Fridays: The Customer Journey
Peter Drucker was right when he said, “The purpose of a business is to create and keep a customer”. This…
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ON DIGITAL-First Fridays: It Only Takes a Finger
My niece recently went up to my TV and said the “swipe” wasn’t working. When I read her a children’s…
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Introducing ON DIGITAL-First Fridays
I’m pleased to kick off a new blog series, ON DIGITAL-First Fridays, to complement my latest book, ON DIGITAL. In…
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Three Ways to a Stronger Contact Center & Marketing Relationship
Contact centers don’t always have the most symbiotic relationship with corporate product and marketing departments, but they should. Most often the…
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Enterprise World 2015: Your Best Bet for Enabling the Digital World
Both business models and entire markets are being disrupted by digital technologies, a changing workforce, a global marketplace, and digital…
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