Customer experience leaders are 10 times more likely to invest in customer experience management (CXM) to realize better business outcomes.1  If your CCM solution is…

For organizations where mainframe and COBOL are at the heart of operations, going beyond the bounds of mainframe architecture to efficiently scale and innovate at…

The excitement of the in-person Google Cloud Next event might be winding down, but the buzz around AI, personalization and customer experience is just getting…

It’s a new world – everyone’s expectations have evolved, and the customer is always right. The experiences we provide our customers are no longer obligation…

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…

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…

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…

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…

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…

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…

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…

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…