Customer Experience
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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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Why should a Voice of the Customer program matter to your organization?
The Voice of the Customer (VoC) is a term used in business to describe the in-depth process of capturing customer’s…
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Industry 4.0 is profoundly impacting the customer experience
In not the too distant past, companies carried out business the old fashion way, where paper was the norm and…
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Are we there yet?
Everyone who has taken a long road trip with children has heard that incessant question from the back seat: “Are…
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Driving shareholder value through marketing
In recent blogs I’ve talked about the importance of proving the value of marketing and my predictions for marketing trends…
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The differing attitudes to digital transformation in the utility sector
There are few utility organizations today that don’t understand or appreciate the benefits of digital transformation. However, a new whitepaper…
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