Customer Experience
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Three Ways to a Stronger Contact Center & Marketing Relationship
Contact centers don’t always have the most symbiotic relationship with corporate product and marketing departments, but they should. Most often the…
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Hey, Coach! Getting Started With Contact Center Coaching
During my visits with various contact centers, the word coaching is often used in conversations with management. However, it isn’t…
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Egyptian Repairman Briefly Outranks Google for Search Term ”Google”
It has been recently reported by the BBC and elsewhere that an Egyptian repairman, Saber El-Toony, briefly outranked Google for…
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How Important is Good Site Search? Let’s do the Numbers
Customer experience is the new battleground for competitive advantage. According to one analyst, 89% of businesses plan to compete primarily…
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OpenText and SAP Run Together for Exceptional Customer Impact
As we gear up for another year at SAPPHIRE, I’d like to reflect on the strong relationship that OpenText and…
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Reasons for Customer Communications Management
The concept of Customer Communications Management (CCM) is quite broad. To understand its importance, let’s review the basics and focus on…
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Getting Personal One Key to Effective Communications
Last time, we discussed the how important it is to use customer history to shape communications planning. This time, we…
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Customer Experience is not only Marketing’s responsibility
Business Processes gives power to Customer Experience Let me give you an example of how you might want to integrate…
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Responsive Web Experience Drove Me to Subscribe—and Stay
Let me start by saying I am a bit of a sports fan. Some of the sports I really like…
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Experience Suite Release—Adaptive, Omni-Channel Experiences
Digital technologies have ushered in the “age of the customer.” With increasing access to information about products and services, today’s…
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Digital Marketing: The Future of the Contact Center is Leaving now (Prediction 2)
If you missed the first blog in this series, be sure to read it. The initial post on this topic pointed…
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Leveraging MediaBin APIs: Part 1 – Getting Started
One of the nice things about OpenText™ MediaBin is that pretty much everything you can do as a user, you can…
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Content Without Context Misses Its Mark
In a recent survey, Forrester Research Inc. found that nearly all marketers see content as a vital part of their…
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