INDUSTRY INSIGHTS YOUR PEERS ARE READING
Is utopia achievable in digital customer experience? I attended last week’s T-E-N (The Executive Network) Summit in central London on ‘The Customer Journey – Multichannel Customer Engagement. Customer Data) and its channels. MORE
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. MORE
Customer experience Artificial intelligence Machine learning Data managementSelf-service chatbots, interactive voice response, robotic process automation and intelligent routing are some of the ways organizations can boost satisfaction and loyalty. MORE
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 MORE
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 MORE
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. MORE
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. MORE
… The post Pulling an Uber: Customer experience in Financial Services appeared first on OpenText Blogs. MORE
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 MORE
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 MORE
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 MORE
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 MORE
Providing value for money, consistent service and clear … The post Consolidating customer communications platforms at NAV with OpenText Exstream appeared first on OpenText Blogs. MORE
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. MORE
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. MORE
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. MORE
Customer Experience Management Enterprise Content Management customer experience management digital asset management Hightail OpenText Media Management MORE
Some sections of the manufacturing industries have been slow in adopting a customer-centric approach to their business. Let’s face it. MORE
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 MORE
Customer Experience Management Content Hub for Publishers ebook Editorial Workflow Management Software Infographic News PublishingAs online news sources become increasingly available to anyone with a smart device, we continue to see the decline of print newspapers and magazines. MORE
Whenever we face any obstacle with a service or a product purchased, our first instinct is directly getting in touch with the customer service department. On the other hand, Support chatbots and assistant chatbots are involved with the enhanced and developed customer service. MORE
Each year, Belgian insurer Fédérale Assurance produces up to 10 million pages of customer communications relating to its financial investment products and insurance offerings, including car, home and life insurance. MORE
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? MORE
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. MORE
Leveraging pre-arrears to improve customer experience and reduce debt. Lower levels of default for the organisation and a better experience for the customer seem like a good outcome for all. ravi.kumarv@cgi.com. Wed, 07/12/2017 - 06:57. MORE
Customer Experience Management Digital Process Automation Digital Transformation Enterprise World Industry digital transformation digital transformation in insurance financial financial services financial services and insurance Insurance insurance industry Process Automation MORE
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. MORE
Customer experience Data security Customer dataHow can we develop solutions that prioritize both without creating frustrations for the end user? These are questions we must explore in order to promote positive growth and innovation. MORE
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. MORE
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. MORE
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. MORE
According to Meeker, technology has changed consumer expectations, creating demands for modern retail experiences, more digital engagement, on-demand access, transparency, and simple payments. MORE
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. MORE
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. MORE
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. MORE
Redefining your customer experience transformation strategy through innovation. What would prompt a customer to leave the comfort of home to shop at a store, instead of buying online? The real challenge, however, lies in persuading customers to actually make the trip. MORE
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. MORE
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 MORE
Tech leaders note, however, that technology can't succeed without organizational incentives that focus on customer engagement. Customer experience Artificial intelligence Machine learning MORE
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. MORE
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. MORE
Customer Experience Related Topics 
Everteam
MARCH 29, 2019
Whenever we face any obstacle with a service or a product purchased, our first instinct is directly getting in touch with the customer service department. On the other hand, Support chatbots and assistant chatbots are involved with the enhanced and developed customer service.
OpenText Information Management
MARCH 12, 2019
… The post Pulling an Uber: Customer experience in Financial Services appeared first on OpenText Blogs.
OpenText Information Management
APRIL 2, 2018
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
OpenText Information Management
MAY 16, 2018
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
OpenText Information Management
JANUARY 17, 2018
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.
Information Management Resources
APRIL 10, 2019
Customer experience Artificial intelligence Machine learning Data managementSelf-service chatbots, interactive voice response, robotic process automation and intelligent routing are some of the ways organizations can boost satisfaction and loyalty.
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OpenText Information Management
JANUARY 17, 2018
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.
OpenText Information Management
JUNE 6, 2018
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.
OpenText Information Management
OCTOBER 11, 2018
According to Meeker, technology has changed consumer expectations, creating demands for modern retail experiences, more digital engagement, on-demand access, transparency, and simple payments.
OpenText Information Management
JANUARY 15, 2018
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.
Information Management Resources
JANUARY 26, 2018
Tech leaders note, however, that technology can't succeed without organizational incentives that focus on customer engagement. Customer experience Artificial intelligence Machine learning
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Information Management Resources
MARCH 26, 2018
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.
OpenText Information Management
AUGUST 10, 2018
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.
OpenText Information Management
MARCH 15, 2018
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.
Information Management Resources
MARCH 29, 2018
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.
OpenText Information Management
JANUARY 31, 2018
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.
Information Management Resources
MAY 10, 2018
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
CGI
JANUARY 10, 2019
Redefining your customer experience transformation strategy through innovation. What would prompt a customer to leave the comfort of home to shop at a store, instead of buying online? The real challenge, however, lies in persuading customers to actually make the trip.
Perficient Data & Analytics
MAY 17, 2018
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.
JKevinParker
MAY 7, 2017
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
Information Management Resources
SEPTEMBER 24, 2018
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
OpenText Information Management
JANUARY 30, 2018
Some sections of the manufacturing industries have been slow in adopting a customer-centric approach to their business. Let’s face it.
OpenText Information Management
FEBRUARY 21, 2019
Customer Experience Management Enterprise Content Management customer experience management digital asset management Hightail OpenText Media Management
CGI
APRIL 22, 2016
Is utopia achievable in digital customer experience? I attended last week’s T-E-N (The Executive Network) Summit in central London on ‘The Customer Journey – Multichannel Customer Engagement. Customer Data) and its channels.
OpenText Information Management
APRIL 5, 2019
Each year, Belgian insurer Fédérale Assurance produces up to 10 million pages of customer communications relating to its financial investment products and insurance offerings, including car, home and life insurance.
CGI
JULY 12, 2017
Leveraging pre-arrears to improve customer experience and reduce debt. Lower levels of default for the organisation and a better experience for the customer seem like a good outcome for all. ravi.kumarv@cgi.com. Wed, 07/12/2017 - 06:57.
OpenText Information Management
OCTOBER 2, 2018
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.
Information Management Resources
APRIL 22, 2019
Customer experience Data security Customer dataHow can we develop solutions that prioritize both without creating frustrations for the end user? These are questions we must explore in order to promote positive growth and innovation.
OpenText Information Management
FEBRUARY 13, 2018
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?
OpenText Information Management
MARCH 25, 2019
Customer Experience Management Content Hub for Publishers ebook Editorial Workflow Management Software Infographic News PublishingAs online news sources become increasingly available to anyone with a smart device, we continue to see the decline of print newspapers and magazines.
OpenText Information Management
NOVEMBER 21, 2018
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
OpenText Information Management
APRIL 22, 2019
Customer Experience Management Digital Process Automation Digital Transformation Enterprise World Industry digital transformation digital transformation in insurance financial financial services financial services and insurance Insurance insurance industry Process Automation
OpenText Information Management
DECEMBER 4, 2017
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 Information Management
NOVEMBER 23, 2018
Providing value for money, consistent service and clear … The post Consolidating customer communications platforms at NAV with OpenText Exstream appeared first on OpenText Blogs.
OpenText Information Management
NOVEMBER 12, 2018
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.
OpenText Information Management
NOVEMBER 21, 2018
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.
OpenText Information Management
NOVEMBER 26, 2018
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.
OpenText Information Management
JANUARY 30, 2019
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.
OpenText Information Management
NOVEMBER 26, 2018
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
OpenText Information Management
NOVEMBER 29, 2017
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.
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