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.

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.

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.

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.

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.

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.

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.

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.

Cloud 72

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

Video 69

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.

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.

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.

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

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?

Retail 102

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

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

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.

Life insurers unsure they can integrate digital

Information Management Resources

Insurtech Core systems Customer experienceCarriers see outdated core systems holding them back from transforming effectively, according to survey.

Australia passes tough encryption law targeting WhatsApp, Signal

Information Management Resources

Data privacy Customer data Customer experienceAustralia’s parliament passed some of the world’s toughest anti-encryption legislation Thursday, installing a bill that seeks to force tech giants to help decode messages used in terrorism and organized crime.

NIH study probes impact of heavy screen time on young brains

Information Management Resources

Mobile technology Hardware and software Customer experienceBrain scans of adolescents who are heavy users of smartphones, tablets and video games look different from those of less active screen users, a new study reveals.

Video 60

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.

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.

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.

The importance of consumer IAM in the world of the ‘digital-savvy’ customer

OpenText Information Management

Consumer Identity and Access Management (CIAM), also known as B2C IAM, is still relatively new but it is rapidly becoming a ‘must have’ for any customer-focused business.

B2C 61

OpenText Extended ECM for Microsoft Dynamics 365 by Contesto has arrived with Release 16 EP5

OpenText Information Management

Customer Experience Management Digital Transformation Enterprise Content Management Information Management EP5 Extended ECM Microsoft microsoft office 365“If it’s not in CRM, it doesn’t exist.”

ECM 84

Better together – Digital media collaboration made simple

OpenText Information Management

Cloud Customer Experience Management Enterprise Content Management dam digital asset management Hightail OTMMMarketers, we feel your pain.

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

Three ways to simplify your digital content supply chain

OpenText Information Management

Customer Experience Management Content Collaboration Creative Collaboration Hightail OpenText Media Management