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.

Three ways OpenText and Quest Diagnostics are modernizing customer experience in healthcare

OpenText Information Management

According to Meeker, technology has changed consumer expectations, creating demands for modern retail experiences, more digital engagement, on-demand access, transparency, and simple payments.

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

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.

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

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

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.

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

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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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

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

Retail execution with SAP DAM

OpenText Information Management

Customer Experience Management Enterprise Content Management Information Management Omni-Channel cem dam digital asset management Hybris OpenText Retail Execution SAP SAP Customer Experience SAP DAMThere’s a battle at your local shop that, as a consumer, you probably don’t know is happening. It affects the products and options available to you and what you buy. The battle is called retail execution.

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.

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.

Blog 56

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.

I’m worried about information leaks. How can I securely share my files?

OpenText Information Management

And somewhere along the way, sharing content—whether it’s your mood on social media or your experience through message boards—became easier and easier. The internet was born to connect us to each other and to the information we need.

Marketing Automation is a Quantifiable Cycle

Perficient Data & Analytics

The classic “purchase funnel” is a customer focused model for the path to purchase a product or service. The leads were then fed into Marketo and Salesforce which further managed their conversion into customers. A Multi-Structured Customer Journey.

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.

Preserving the human touch in a data-driven world

Information Management Resources

Customer experience Customer-centricity Customer dataIn today’s digital world, interpersonal connections matter more than ever. Technology can be shaped so that it adapts to people, using technology for people rather than instead of people.

OpenText Experience brings AI to intelligent and connected experiences

OpenText Information Management

Imagine customer journeys that are connected and more personal; where every interaction leaves the person feeling engaged and wanting to be a vocal advocate. Customer Experience Management Release 16 Customer Experience EP4

Will Digital Healthcare Technology Disrupt Independent Physicians

Perficient Data & Analytics

With the increased usage of digital healthcare technology, will the independent physician still be able to maintain the walk-in base of customers? Essentially, prices are up for treatments, doctor visits, and prescription drugs, while customer usage and visits have plateaued or have decreased in most areas. Will the independent physician still be able to remain relevant and increase the walk-in base of customers? Why fear change?

The Digital Core: Powering efficiency and innovation for the Utilities industry

OpenText Information Management

Compliance Customer Experience Management Digital Transformation Information Management Omni-Channel Customer Experience digital Digital Core digital transformation ECM enterprise Industry Innovation Tour London Integration OpenText SAP Strategy

Is your organization ready for EIM managed services?

OpenText Information Management

Cloud Customer Experience Management Enterprise Content Management Information Management Professional Services b2b managed services cloud EIM EIM Managed Services EIM Managed Services Providers EIM Professional Services Enterprise Information Management Hosting managed services on-premises

Blog 69

The challenge for virtual banking: Getting bots to care

Information Management Resources

AI-powered assistants will change the customer experience for the better, but first they must achieve a more human level of service, executives said during a discussion at Finovate. Artificial intelligence Machine learning Customer experience Customer service Customer data Wells Fargo Bank of Montreal TD Ameritrade Ally Financial

The 4 key capabilities of DAM platforms for manufacturers

OpenText Information Management

Customer Experience Management Customer Experience dam dam platform dam solution digital asset management Industry manufacturing Manufacturing IndustryIn my last blog, I took a look at Digital Asset Management (DAM) and how manufacturers can use this technology to take full advantage of the rich media being created within the supply chain. In this blog, I’m going to suggest 4 key capabilities that you should look for when selecting an enterprise-wide DAM platform.

Top 10 CEM software benefits for digital marketing in 2018

OpenText Information Management

Customer Experience Management (CEM) has become a key point of differentiation in many industries today. Forrester Research has shown that customer experience leaders achieve over five times the year-on-year revenue growth of laggards. Customer Experience Management

How to choose the best CEM software in 2018

OpenText Information Management

In my first blog, I discussed Customer Experience Management (CEM) and the benefits that an effective CEM platform offers organizations in all industry sectors. Cloud Customer Experience Management

Blog 72

A look inside American Family Insurance's digital transformation office

Information Management Resources

Led by chief digital transformation officer Todd Fancher, AmFam's innovation strategy will lean on small teams and focus on customer experience. Customer experience Customer data Insurtech Real-time data Analytics AmFam

Telenor boosts customer communications with OpenText

OpenText Information Management

Brand consistency has a huge impact on brand awareness, which helps to drive understanding and loyalty among customers. Proposals and agreements are critical … The post Telenor boosts customer communications with OpenText appeared first on OpenText Blogs. Customer Experience Management Customer Communications Management (CCM) customer experience management customer story EMEA Exstream OpenText Elite OpenText Exstream

The Promise of Next Generation of Digital Health

Perficient Data & Analytics

Digital Health is at the heart of every major strategic imperative facing healthcare, as it transforms to meet evolving consumer needs, shaped by experiences outside the industry. However, what is increasingly apparent is the fact that implementing point solutions present limitations to achieving end-to-end experiences across channels and touch points.

How to choose the best CMS software in 2018

OpenText Information Management

Organizations have to continually improve customer experience while reducing costs and driving innovation. Customer Experience Management Enterprise Content ManagementChoosing the Content Management System (CMS) for your organization is key.

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