Customer Experience
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Cherry Picking Makes Employees Frustrated
Have you ever had a performance review with your boss where he or she picks the absolutely worst issue to…
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When Personalization Backfires
A colleague of mine recently shared a story from The New York Times about a woman who signed up for an…
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The Benefits of a Customer-Centric Culture
Customer Experience can mean different things to different people. In the Marketing world, there’s a debate about whether a CMO…
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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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Five Factors That Are Driving the Changing Publishing Landscape
From scrolls to print, from hardback to paperbacks, from broadsheets to tabloids, and from print to digital, the world of…
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Not Another Cloud Buzzword for WFO?
Do we really need more buzzwords to promote cloud? I think not! Here’s just a few I found today: Taking…
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Announcing OpenText Developer Experience Suite for TeamSite 8
Things have been busy for us in Professional Services during our transition from HP to OpenText, but that hasn’t stopped…
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Introducing OpenText TeamSite 8.2
Optimize Your Digital Experiences with OpenText™ TeamSite 8.2 We’re happy to share the announcement of our latest OpenText TeamSite release…
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How to Improve Your CRO Results With Data Driven Hypotheses
A test’s hypothesis is arguably the most important factor when it comes to conversion rate optimization (CRO). The hypothesis not…
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IQPC Online Summit – Technology Roundtable Recap
On Tuesday, June 14, I had the pleasure of participating on the panel of an online IQPC Technology Roundtable with…
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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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Turn Regular Customer Communications Into a Powerful Marketing Asset
When you receive a bill or an invoice do you ever give it a second glance? Most bills that arrive…
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Contact Center Webinar: Selling the Value Inside Your Organization
As a contact center leader, are you always asked to do more with less, yet expected to deliver an outstanding…
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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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Five Best Practices for Optimizing Hero Banners
Over the past eight years, I’ve conducted hundreds of unique experiments, but there are very few page elements that I’ve…
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Introducing TeamSite 8.1
In TeamSite 8.1, we’ve introduced some exciting new capabilities designed to simplify the process for marketers to create amazing digital…
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Disrupting Myopia to see Customers Anew
When we look at things up close, they seem exceptionally clear. Yet stepping back a moment from our business routines…
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Dr. WFO has a Prescription for Contact Centers
Does your contact center suffer from Diminished Customer Delight (DCD)? This is an all-too common ailment when it comes to customer…
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Your Competition has Read This Blog, Don’t be Left Behind (Does Scarcity Messaging Work?)
The internet offers us many benefits, including access to information, entertainment, and products or services, all on-demand. If I want…
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