customer experience management
- Technologies
Creating a game plan for effective agent coaching
Fifteen seconds left on the clock. The team is down by 2 points. The coach of this basketball team has…
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OpenText Experience Suite EP3 release further streamlines the customer journey
In our latest release, we’re making it easier than ever to create compelling and engaging experiences that will streamline the…
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Endless Aisle puts focus on better inventory management
In my last blog I looked at Endless Aisle for a customer experience perspective. This time, I’d like to concentrate…
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Customer communications management
Do you remember Financial Services before the world of digital marketing and omnichannel customer experiences? Customer Communications Management (CCM) was…
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Qfiniti and Enterprise World 2018
If you joined the Qfiniti team for the massive OpenText user event in Toronto this summer, thank you, and we…
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Endless Aisle can delight both customer and retailer
In the new world of omnichannel retail, the line between online and offline is blurring for customers. They expect a…
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Content and context must drive personalization in retail
Here’s an insight into me: I’m not the same person I was yesterday. I’m not hugely different but in subtle…
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OpenText Exstream recognized as industry leading solution
It is always nice to be recognized, and the OpenText Customer Experience Management team was delighted to learn that OpenText…
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Qfiniti: WFO Provider of the Year
Each year the IQPC Call Center Week Excellence Awards honor, recognize and promote the most innovative call center solutions and…
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Disrupt Yourself – Personalized Marketing in the age of General Data Protection Regulation (GDPR)
In early March, as part of an overall webinar titled New EU Policies Will Transform Business Practices across the Organization:…
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Personalize Wisely: The Do’s and Don’ts of Personalization
Do you know the best approach to personalizing your digital experiences? While personalization has been a top priority for many…
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OpenText Experience Suite EP2 Release Brings Powerful Features to Build Compelling Customer Interactions
The existing set of OpenText™ Customer Experience Management solutions across Web Content Management, Digital Asset Management, Customer Communications Management, Workforce Optimizations,…
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Behind the Scenes: 3 Key Drivers of OpenText Release 16 and EP2
OpenText™ Release 16 EP2 is the second enhancement pack for Release 16, and I want to share some of the…
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Five Compliance Challenges Facing Your Organization in 2017
2017 is turning out to be a tumultuous year for compliance. A combination of Brexit, a Trump presidency and the…
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100,000 Pieces of Content a Day
It often feels like we are being deluged by content, we are exposed to more stories, images, video, and audio…
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An Account Number by any Other Name
All I wanted to do was give a business some money. Yet they seemed determined to make it as difficult…
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OpenText Live Webinar Series – Upcoming Schedule
We are fast approaching the holiday season with the New Year peeking just around the corner, but before you get…
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Developing a Culture of Assumption at 200mph
Last weekend I attended the United States Grand Prix Formula One race at the magnificent Circuit of the Americas facility…
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Employee Engagement and Coaching in Union Environments
A few years ago I visited a customer in Italy, and we demonstrated the coaching and monitoring tools of OpenText™…
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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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