Event oriented customer experience

OpenText Information Management

In my previous blog, I took a look at some of the major areas Financial Services needs to address to deliver the experience their customers demand. Customer Experience Management Industry Posts Analytics Banking Customer Experience financial services

Creating remarkable customer experiences

OpenText Information Management

What makes an interaction, a communication, a purchase, or any other kind of customer experience we have in our daily lives, a remarkable one? Customer Experience Management Communications Customer Experience customer experience management Customer Loyalty Customer Service Marketing

What is Customer Experience Management (CEM)?

OpenText Information Management

There was a time when content almost entirely flowed one way – from enterprises to customers. Customers’ responses were effectively measured in sales and occasional surveys. But in today’s digital world, customers demand a two-way omnichannel customer experience.

Leveraging data to elevate the customer experience

Information Management Resources

Customer data Customer experience Analytics People analyticsMany organizations are harnessing only a fraction of the potential value of analytics and thus missing out on the chance to turn insights into a competitive advantage.

What is Customer Experience Management (CEM)?

OpenText Information Management

There was a time when content almost entirely flowed one way – from enterprises to customers. Customers’ responses were effectively measured in sales and occasional surveys. But in today’s digital world, customers demand a two-way omnichannel customer experience.

Customer experience in Financial Services

OpenText Information Management

It’s one of the areas I’ll be presenting on at this year’s OpenText™ Enterprise World, our annual customer conference. The other session I’ll be holding is around customer experience. It’s a hot topic that’s topping the agenda of most financial … The post Customer experience in Financial Services appeared first on OpenText Blogs. In a recent blog, I wrote about the increasing prominence of AI in financial services.

Putting AI-enhanced analytics at the heart of retail customer experience

OpenText Information Management

The cell had worked out this was a trip … The post Putting AI-enhanced analytics at the heart of retail customer experience appeared first on OpenText Blogs. Last Sunday, my husband and I went to visit our daughter.

Customer experience, AI on insurance CIO agendas

Information Management Resources

Tech leaders note, however, that technology can't succeed without organizational incentives that focus on customer engagement. Customer experience Artificial intelligence Machine learning

The stepping stones of the customer experience journey

OpenText Information Management

For meals or lights-out, … The post The stepping stones of the customer experience journey appeared first on OpenText Blogs. Customer Experience Management AI artificial intelligence connected customers Customer Experience customer journeys cx deanna laufer Forrester Journey mapping Journey orchestrationI love to hear my parents tell stories from their younger days.

7 digital customer experience trends in insurance

Information Management Resources

Customer experience Insurance technology Property and casualty insurance Investment strategies Customer-centricity Core systems Artificial intelligence Strategy Meets ActionSMA sees significant spending and shifts in personal lines projects that are aimed at aligning insurers’ strategies to transformation and growth.

Customer experience as a catalyst for digital transformation

OpenText Information Management

Customer experience is a catalyst in many digital transformation projects, as businesses invest in new digital technologies and processes to more effectively engage customers, partners or … The post Customer experience as a catalyst for digital transformation appeared first on OpenText Blogs.

Customer experience is driving change in data management

Information Management Resources

Customer data Customer experience Data managementMany firms have a long way to go to reach the optimum level of information maturity needed to support business initiatives, says new study.

Artificial Intelligence: a new frontier to customer experience

OpenText Information Management

Facing heightened competition and increasing demands from customers, many organisations are now leveraging Artificial Intelligence (AI) to stay ahead of the curve. According to the … The post Artificial Intelligence: a new frontier to customer experience appeared first on OpenText Blogs.

'Where everyone is going': How analytics is changing the customer experience

Information Management Resources

Citigroup, Synchrony and other banks are using so-called "journey analytics" to spot weaknesses along the entirety of a customer's interactions with the bank. Customer experience Customer data Bank technology Citigroup Synchrony

Mastering the Art of Data and Analytics to Transform Customer Experience

Perficient Data & Analytics

It’s no secret that the reason why some companies are more successful than others comes down to one thing: these firms prioritize understanding their customers to meet their rising expectations. According to Salesforce , 75 percent of consumers expect a consistent experience wherever they engage, whether it’s on a website, social media, mobile or in person. These facts illustrate the need to become customer-obsessed or risk disruption. “Art is never finished.

CMSWire Article: How Information Architecture Improves Customer Experience

JKevinParker

My latest CMSWire article is " How Information Architecture Improves Customer Experience ": Have you ever had a problem finding information on a website or app? Conversely, a great experience with a site or application is only possible with solid IA under the surface. Read more » artificial intelligence CMSWire customer experience Information Architecture User Experience

Bad bots are stealing data and ruining the customer experience

Information Management Resources

Every online customer touchpoint – including websites, mobile apps, and APIs – is being attacked by bots. What are these bad bots doing? Data management Data security Data strategy

Applying Digital Asset Management (DAM) to improve manufacturing operations

OpenText Information Management

Some sections of the manufacturing industries have been slow in adopting a customer-centric approach to their business. Let’s face it.

Creating lifetime customers through CX

OpenText Information Management

Talk to the … The post Creating lifetime customers through CX appeared first on OpenText Blogs. Buying a new car can be a very exciting time. Most of us start online researching the type of car we’re looking for.

Want less churn? It’s time you knew your customer better

OpenText Information Management

As a credit card provider, you’ve got less than a six-month window to win your customer over. If your customer doesn’t use your credit card within the first six months, they probably never will. It’s time you knew your customer better appeared first on OpenText Blogs.

Consolidating customer communications platforms at NAV with OpenText Exstream

OpenText Information Management

Providing value for money, consistent service and clear … The post Consolidating customer communications platforms at NAV with OpenText Exstream appeared first on OpenText Blogs.

Four important questions that AI can help retailers answer

OpenText Information Management

In my previous blog, I looked at how quickly Artificial Intelligence (AI) is rapidly becoming a part of the retail experience. Industry analysts agree that 2018 will be the year that AI brings top and bottom line benefits to innovative companies. So, where can AI most help retailers?

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OpenText Media Management uses intelligence to improve the marketer’s life, one task at a time

OpenText Information Management

Customer Experience Management Release 16 Customer Experience dam digital asset management digital transformation enterprise enterprise digital asset management OpenText OpenText Media Management rich media management

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Deployed in the cloud, OpenText Media Management delivers new features and functionality

OpenText Information Management

Successful marketing departments know the value of the cloud. To succeed in today’s competitive, digital world, you need a Digital Asset Management (DAM) solution that keeps up with billions of assets, thousands of users, and hundreds of channels, no matter where they’re kept.

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Experiences made easy in the cloud

OpenText Information Management

At OpenText, the Customer Experience Management (CEM) team is committed to providing organizations with intelligent content services that transform and optimize customer experiences and operations for global enterprises looking to solve complex business requirements.

Five common myths about OpenText TeamSite explained

OpenText Information Management

Customer Experience ManagementOpenText™ TeamSite™ has come a long way in recent years, but there are a few lingering myths about its capabilities. Here are five of the most common myths we hear.

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Why do user experience, intelligence and automation matter in the enterprise?

OpenText Information Management

Most marketers are juggling multiple projects and deadlines, working … The post Why do user experience, intelligence and automation matter in the enterprise? The life of a marketer can be exciting and inspiring.

Velocity of change and the digital revolution

OpenText Information Management

We are all customers and we all have experiences. Customer Experience in Practice is a common-sense look at how we want to interact with companies, how we would *like* companies to interact with us vs. how companies want to market to us. Customer Experience Management Digital Transformation Omni-Channel Customer Experience Digital Revolution digital transformation Millennials OpenText Customer Experience Pace of chage

What constitutes a complete intelligent forms platform?

OpenText Information Management

Customer Experience Management Digital Process Automation Digital Transformation Omni-Channel intelligent forms platform LiquidOffice OpenText LiquidOffice

Increased automation in OpenText Media Management delivers significant benefits

OpenText Information Management

Customer Experience Management Release 16 Automation creative workflows Customer Experience dam digital asset management digital transformation enterprise enterprise digital asset management OpenText OpenText Media Management rich media management Workflow automation

Is your content appropriate for every channel?

OpenText Information Management

Customer Experience Management Enterprise Content Management Omni-Channel adaptive content Content Customer Experience ECM omni-channel

Deliver even more effective multichannel communications with Exstream 16.3

OpenText Information Management

Customer Experience Management Customer Communications Customer Communications Management (CCM) Customer Experience customer experience management OpenText ExstreamAs much as I love living and working in a digital world, there are still certain things I like to receive on paper, and it seems I’m not alone in that.

AI in Financial Services is growing, but there’s a way to go

OpenText Information Management

We recently wrote a blog on how AI in Financial Services can improve customer experience. It’s funny how the world works. Then, my bank showed me that there’s still some work to be done. Let me explain. Last week, I received a letter from my bank.

OpenText Qfiniti named back-to-back WFO Provider of the Year

OpenText Information Management

It’s not easy to stand out in a competitive contact center and customer experience market, but every once in while you’re able to separate from the rest. Customer Experience Management CCW customer Contact week Customer Experience WFO workforce optimization

How my Apple Watch gave me a window into a world of IoT in Retail

OpenText Information Management

Analytics B2B Integration Business Network Customer Experience Management Omni-Channel Supply Chain Customer Experience internet of things IoT retail supply chain supply chain collaborationThe Internet of Things (IoT) is beginning to have a major impact in many industry sectors. IoT is a network of connected devices with embedded sensors othat can communicate, analyze and share data over the cloud.

Improving CX is not a one-time effort

OpenText Information Management

Customer Experience Management call center Call Center Week Call Center Week 2018 contact center Customer Experience cx CX Delivery WFOWelcome to 2018! I trust that you’ve all updated your gym membership, started your diet and sworn off all those bad habits.

Personalizing the experience: One size doesn’t fit all

OpenText Information Management

In a previous blog, I wrote about the importance of personalizing the customer experience. To date, a good deal of focus has been on customer experience but personalization can make a major impact in both increased revenue and customer loyalty.

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Top 10 reasons to take a look at OpenText TeamSite

OpenText Information Management

Experience Studio TeamSite’s user interface, Experience Studio, provides a visual, drag-and-drop approach to … The post Top 10 reasons to take a look at OpenText TeamSite appeared first on OpenText Blogs. Customer Experience Management OpenText TeamSite teamsite

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Analyst’s view: OpenText named a leader

OpenText Information Management

In its annual review, Gartner evaluated 18 web content management vendors on objective criteria supported by customer references. Customer Experience Management Gartner Gartner magic quadrant Gartner Magic Quadrant for Web Content Management OpenText TeamSite wcm

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Artificial intelligence, ethics and customer needs are top of mind in 2019

Information Management Resources

Meeting the rapidly changing needs and expectations of customers, the importance of ethics and the growing impact of artificial intelligence will be among the key trends of the coming months, a new study says. Artificial intelligence Customer data Customer experience