Customer centricity at OpenText

Proving our commitment to you

Last year, on the eve of the global celebration of CX Day, I wrote about the importance that OpenText puts on thoroughly listening to feedback gathered across every interaction point that we have established with our customers. From our transactional surveys, to our presence at Enterprise World, and frequent customer touch-points including advisory boards, we are always here to listen.

But, the question begs to be asked, what are we at OpenText doing with the information we receive? As we approach CX Day 2017, I want to take a moment to reflect on some of the great advancements we’ve made internally to put our customers at the heart of everything we do.

Being in the business of support services for over 20 years has made me fully aware of just how important the role of support is within B2B organizations like OpenText. It’s a tireless, non-stop commitment on the part of digital enterprises to connect their users to fast, efficient and useful solutions that enable them to achieve their end goals. The crux of digitality is getting to do things with technology, all at once, without interruption or blips. But as such, blips occur inevitably somewhere along the line.

Support services—our frontline—help to ease those occurrences, and make sure they are minimized and dealt with quickly to keep the line moving smoothly. The ideal customer experience is to have these blips addressed in a timely fashion, with little to no downtime, courteous and empathetic interactions that help soothe and simultaneously empower customers to get their businesses back to normal operations as quickly as possible. Seems like a lot to serve up. However, the ideal customer experience can be achieved if we take the time to observe the organizational roles that come ahead of the frontline. By this, I mean every other role in the company outside of support services.

A recent article published on Harvard Business Review online used the term “difference-making talent” to characterize how businesses cultivate a redesigned workforce to keep up with technological advancement. This strategy helps identify the skills individuals bring to their organizations and develops ways to use those skills to future-proof the workforce. Similarly, in order to keep up with changing business demands and foster positive relationships with customers, companies have to invest time to redesign the way that their internal workforce perceives the customer internally.

Imagine having the best product in the world to sell, but no customer base to sell it to. Essentially, what keeps customers coming back is the treatment they receive from the organization, whether they are asking a question on social media, logging a ticket, or calling about a billing statement.

That’s why OpenText has been building a customer-centric culture for years with the work done by our Customer Experience (CX) Team. The team works in conjunction with other departments within OpenText, developing appreciation through our Elite program, creating listening posts such as councils, beta testing, social media and forums and working internally to reassess how our teams, no matter their role, can work towards placing the customer at the heart of everything we do.

To learn more about what the Customer Experience team does at OpenText, and to provide feedback, please visit the CX microsite.

OpenText is committed to maintaining high customer satisfaction and improving the quality of the services and products our customers look forward to using. Yet, we also take it all the way to the beginning, by showing appreciation to our employees with regular leadership outreach, events and organization-wide recognition to showcase the work that’s been done to help maintain our position as the top EIM provider in the world. With the help of our dedicated CX team, we are fostering a culture not just of customer-centricity but of transparency, to motivate our colleagues to be the best they can be, so that OpenText can be the best it can be for its customers.

CX Day is not just a celebration. It’s a time for reflection and advancement, for implementing new strategies and testing out ways that we can strengthen our customer relationships and build upon our existing programs to enable you, our customers and partners, to do better. Whether you are a customer, partner, associate or colleague, I want to extend my deepest thanks for being a part of this exciting journey with OpenText.

Happy CX Day!

For more information on CX Day, visit the CXPA.org website or drop us a line with your own feedback at opentext.com/cx.

James McGourlay

James has been with OpenText since 1997 and is Senior Vice President of Global Technical Services, responsible for Technical Support, Renewals, Customer Onboarding and Professional Services. Customer life-time value, and accelerating customers’ time to value are his passion.Throughout the last 18 years, James has been the catalyst for tremendous growth in the OpenText Customer Services team for the Americas. He has sponsored programs such as the Knowledge Center, Partner Support Program, quality audits and enhanced Customer Support programs. He and his team are also spearheading the movement towards integrations management, social engagement support for customers and continued improvements to the customer experience.

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