Customer Experience
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The customer experience is now digital
Customer experience has increasingly been focused on digital for several years, but the events of 2020 have drastically accelerated that…
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Put contact center technology at the heart of your customer experience
The contact center is at the heart of today’s customer experience. Contact center interactions are critical to customer experience in…
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Automation in OpenText Media Management
When managing a Digital Asset Management (DAM) system, many administrators quickly find that the management part is the hardest to…
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What’s new in OpenText Media Management Cloud Edition (CE) 20.2
All organizations are faced with increasing demands for images and video for marketing and operational purposes. Managing higher volumes, larger…
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Amplify the Voice of the Customer with technology
We are all customers, and as customers we often find our relationship with contact centers is ‘complicated’, frustrating, and sometimes…
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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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Overcoming the challenges of the remote contact center
The COVID-19 pandemic has forced contact center organizations to shift to remote work environments, and it’s had a tremendous impact…
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What’s new in OpenText TeamSite Cloud Edition (CE) 20.2
Providing relevant, optimized experiences to all customers at each interaction with your brand is a must in 2020. Fortunately, with…
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How you communicate with your customers has changed for good
The last 6 months have changed the way we all communicate – with friends, with family, with colleagues. This shift…
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Delivering smiles and curbside meals during COVID-19
Smiles from students tell the story: instead of chatting with friends in cafeteria lines, children and teenagers receive sack lunches…
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When agencies should collaborate – and not compete
The world of agency work is notoriously competitive. But how can agencies get past that when the client wants more…
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What if today’s contact center technology existed a quarter of a century ago?
Some 26 years ago, I was a tech support representative working at a call center for a prominent software company.…
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Announcing OpenText Experience Cloud Edition (CE) 20.2
Delivering content-rich, personalized experiences while constantly adapting to changing market conditions and customer feedback is the new dilemma organizations are…
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Engaging citizens in new and innovative ways
Around the world, constituents expect a digital experience that allows them to interact, engage and transact with their government anytime,…
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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 can a Voice of the Customer program do for you?
In my last blog, I concluded by saying that a good Voice of the Customer (Voc) program is time, money,…
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3 ways to extend Salesforce for a true omnichannel customer experience
Customers are empowered by voices, choices, and devices. They want what they want, where they want it and when they…
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Celebrating 20 years of excellence
2020 marks the 20th anniversary of OpenTextTM Exstream. It is hard to believe that the market-leading Customer Communications Management (CCM)…
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Salt River Project protects water with creative flow
The Salt River Project (SRP) is a public utility that serves users and the environment by going beyond the essentials.…
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7 best practices in customer experience
In today’s world, customer experience determines success. Regardless of your organization’s size, products, service or industry, providing your customers with a consistently great…
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