Marketing & Communications
Is your Contact Center as a Service PCI-DSS compliant?
Navigating the world of data security can sometimes feel overwhelming, however, understanding the Payment Card Industry (PCI) Data Security Standard it is crucial for anyone…
Boost employee engagement; productivity will follow
Measuring employee productivity can be tricky business. For certain roles, the metrics may seem obvious, such as active pipeline for sales reps or average response…
• 5 minute read
Uncovering trends in customer experience management
Rising interest rates. Record inflation. Skyrocketing energy prices. Recession jitters. Labor shortages. In the context of the current landscape, what should customer experience leaders focus…
• 2 minute read
Deliver smarter digital employee experiences
In recent years many organizations have updated their digital tools to support the permanence of remote and hybrid work. Despite many advances, organizations still find…
• 4 minute read
Digital modernization in action
The demand for digital self-service coupled with immersive, interactive experiences is growing. It led OpenTextTM to embark on a modernization program to transform its approach…
• 2 minute read
Harness digital tech to improve claims processing
Mobile apps, artificial intelligence and advanced analytics are just some of the innovations shaking up the landscape for global insurers to help them meet the…
• 3 minute read
5 ways agent experience management improves CSAT and NPS scores
Agent experience management (AXM) is an imperative practice for creating a holistic and exceptional customer experience. If it’s not embraced organizations, it becomes very challenging…
• 4 minute read
The total experience imperative
Experience is the new economic battleground. Business used to be largely won on product and price. But more and more consumers are choosing to stay…
• 4 minute read
Has your CCM solution reached the end of the road?
End of life, performance issues, compliance concerns, lack of cloud roadmap. Has your customer communications management (CCM) solution reached the end of the road? If…
• 3 minute read
The total experience imperative for Utilities
Many Utilities now realize that a poor customer experience (CX) can put their organizations at risk, whether it’s reputational risk, or regulatory, financial or compliance…
• 5 minute read
Unleash the power of total experience
The pressure is on for organizations amid economic uncertainty, global turmoil, and rising inflation. Providing an amazing customer experience (CX) and the connection to bottom-line…
• 5 minute read
EX + CX = TX
When it comes to getting ahead in the Financial Services industry today, organizations must understand that customer experience is key. It’s also important to recognize…
• 3 minute read
Effective customer information management builds better digital experiences
Delivering excellent digital customer experiences has become a defining factor for financial services organizations today. The Financial Brand suggests that banks with customer-centric cultures are 60% more…
• 4 minute read
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