Customer Experience
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Effective customer information management builds better digital experiences
Delivering excellent digital customer experiences has become a defining factor for financial services organizations today. The Financial Brand suggests that banks with…
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Can a performance and incentives gamification program drive agent performance?
In today’s fast-paced and ever-evolving contact center landscape, performance and efficiency are critical factors in achieving business success. To achieve…
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How AI is transforming DAM from passive to active
Digital Asset Management (DAM) started as a library for digital images: a passive repository providing a single source of truth…
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Why composability matters in digital experience
When times get tough, the tough get innovative. From a global pandemic to rapid inflation to economic uncertainty, business leaders…
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How governments can enhance digital customer experience with technology
According to IDC, governments are the world’s largest service providers, and every interaction with the public is an opportunity to…
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Top 9 reasons to modernize
How do your top reasons stack up? Nine strategic reasons to put modernization at the top of your list: Reason…
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Improve agent experience to impact total customer experience
Many organizations have spent a great deal of focus and technological investments to improve overall customer experience. The practice of…
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The ROI of modernization
“We’ve always done it this way.” The most dangerous phrase in the language is attributed to Dr. Grace Hopper. Relying…
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Customer first: New U.K. consumer duty for the financial services industry
Have you ever been presented with stack of financial documents plastered with sticky notes and felt confused about where to…
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Supporting millions of South Africans through the pandemic
Please give us a quick introduction to the South African Social Security Agency (SASSA). What does the organization do? SASSA…
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Top factors driving higher demand for Cognitive Search
Businesses strive to compete in today’s market by exercising cost leadership and delivering a winning proposition. Success lies in the…
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What are digital assets?
The digital world has been growing exponentially since at least the 1940s and our appetite for content isn’t slowing down.…
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Focus on citizen experience to make lasting change in government
As the U.S. House of Representatives transitions to a new set of leaders, I can reflect upon my experience going…
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Empower business users in financial services to elevate customer experience
The modern workplace expects more “jack of all trades” than specialists. It’s not a new phenomenon in traditional customer communications…
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Top predictions for financial services in 2023
With inflation, rising interest rates and general economic uncertainty, last year presented several challenges for financial services institutions (FSIs). As…
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2023 retail and consumer goods industry predictions
The retail and consumer goods industries continue to evolve at a rapid rate. Overall, 2022 retail holiday spending grew 7.…
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6 predictions for the public sector industry in 2023
The pandemic has precipitated a fundamental shift in the way citizen services are delivered. In the past year, governments have…
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Healthcare predictions 2023: It’s all about the patient
Healthcare organizations face another challenging year in 2023, as many struggle to answer the high demand for care. In the last…
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What quiet quitting means for your communications strategy
Much ink has been spilled on quiet quitting. What began on TikTok jumped into the headlines as a natural successor…
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What’s new in OpenText Qfiniti & Explore
Improving the customer experience (CX) is a top priority with senior management in any organization. To keep customer satisfaction high,…
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