Expert insights. Personalized for you.
At Reltio, we work with the world’s leading brands to enable omnichannel connected customer experiences. These brands understand how, where and when customers want to engage along the customer journey. Enabling Omnichannel Connected Customer Experiences. MORE
How utilities can leverage robotic process automation to enhance business processes and customer experiences. The ability to see the precise minute my hot pizza will arrive, get real-time breaking news, and receive same-day groceries have set the bar for instant information expectancy. 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
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. Customer Experience Management Digital Transformation Industry bank customer Banking banking industry Customer Experience customer experience in Financial Services customer experience management EIM Enterprise Information Management financial services financial services industry MORE
The focus on cloud IT solutions to boost the customers’ experience often overlooks the serious challenges of ensuring your network infrastructure also contributes to that goal. Networks Network security Data security MORE
Special considerations need to be taken to reopen these spaces, re-establish public trust in the businesses, and help them increase customer retention. For retail, this means capitalizing on online sales to ensure a positive customer experience. . With increased demand from customers on their e-commerce site, their connection pools were maxing out, despite their efforts to shift and augment their online portal as orders poured in. Making Customer Service a Priority. 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. This time round I’m going to focus on the most fundamental change that you need to make to fully benefit from your customer experience investments: the move from a … The post Event oriented customer experience appeared first on OpenText Blogs. MORE
This is extremely beneficial to the customer, who can now access anything they need, regardless of location. A Rocket customer, who provides retail management software to companies across the globe needed help creating more user-friendly web and mobile portals. MORE
Artificial intelligence Customer data Customer experienceThe findings of a new survey show that many field agents think the technology tools provided by their organizations are not evolving as quickly as their needs are. MORE
The 2019 Financial Brand report showed that ‘removing friction from the customer journey’ is one of the key priorities within retail banking this year. For companies across finance to succeed, this focus on the customer must be matched with a focus on employees. How do you make yourself attractive to Millennials and … The post Employee experience drives customer experience appeared first on OpenText Blogs. MORE
Customers are empowered by voices, choices, and devices. With so many choices, customer experience is the differentiator. Exceptional experience brings loyalty and advocacy but bad experiences will spread virally on social channels. Recently Jens Ophalvens, Director, OpenText Center of Excellence at Deloitte … The post 3 ways to extend Salesforce for a true omnichannel customer experience appeared first on OpenText Blogs. MORE
In today’s world, customer experience determines success. Regardless of your organization’s size, products, service or industry, providing your customers with a consistently great experience only means good things for your bottom line. Many organizations are already realizing the benefits of customer experience. Technologies Customer Experience cx information matters customer experience best practices improve CX 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. They expect a customer experience that delights or they will go looking at your competitors. Customer Experience Management 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. They expect a customer experience that delights or they will go looking at your competitors. Customer Experience Management MORE
Delivering a great customer experience is more important than ever. Learn what you can deliver with data science and AI MORE
Customer experience trends might change from time to time, but the central component remains steady: The customer must be at the heart of every business decision that you make. Gilmore’s seminal 1999 book, The Experience Economy , they predicted a new economic era in which businesses would shift their focus from creating products or services to delivering memorable experiences to their customers. Customer Experience Trends: The Rise of the Consumer. 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? I can recall some of my more interesting personal experiences; a car rental employee went out of his way to make sure I got to my destination or from a digital … The post Creating remarkable customer experiences appeared first on OpenText Blogs. 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. To cut this traditional scenario, and to keep up with the Digital Transformation that’s taking all the spot light today, many industries are evolving their customer experience and implementing the new developed customer service solution: Chatbots. An intent driven Chatbot to enhance customer service experience. 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
The contact center is at the heart of today’s customer experience. Contact center interactions are critical to customer experience in a digital age, and data from these interactions can be used to create actionable insights to help businesses optimize the customer journey. Customer Experience MORE
Overnight, the industry came to a standstill, forcing businesses to reconsider how they manage customer services and how they plan to move forward after the pandemic. For this reason, a major travel company and long-time Rocket LegaSuite customer wanted to ensure that their critical business applications were running smoothly. Rocket used the service downtime to focus on updating the company’s reservation systems and their user experience. MORE
A few years ago customers made purchase choices based on the flyers they found in their mailboxes. Today’s ‘intelligent’ customers […]. Business Processes customer experienceWe know business today is changing faster than ever. They also felt more loyalty towards brands, partly because it was both difficult and time consuming to switch from one to another. Those days are over. MORE
In not the too distant past, companies carried out business the old fashion way, where paper was the norm and customers walked into a brick and mortar buildings to obtain and buy a product or service. Customers had a certain degree of expectations but generally all transactions, customer records, receipts were done on paper. is profoundly impacting the customer experience appeared first on OpenText Blogs. MORE
Customer experience has increasingly been focused on digital for several years, but the events of 2020 have drastically accelerated that change. Today, digital engagement has become the … The post The customer experience is now digital appeared first on OpenText Blogs. MORE
To earn customer loyalty and respect, we are expected to meet customers’ needs at every interaction. Business Processes Uncategorized customer experienceDigital technologies are impacting every aspect of our lives, and companies have no choice but to transform and adapt. At the same time, it has become increasingly difficult to innovate effectively to meet those needs in today’s complex and […]. 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. Analytics Customer Experience Management actionable insights AI AI-enhanced analytics artificial intelligence B2B Big Data Customer Experience deep learning Industry machine learning OpenText retailLast Sunday, my husband and I went to visit our daughter. MORE
Do you spend it all on customer experience or customer engagement? Customer experience is the customer point of view. It is their perception and relationship with the company … The post Customer experience vs. customer engagement appeared first on OpenText Blogs. Technologies Information Management Customer Experience Customer EnagementImagine you have an annual budget of $50,000. 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. Today, patients have … The post Three ways OpenText and Quest Diagnostics are modernizing customer experience in healthcare appeared first on OpenText Blogs. MORE
Co-Authors: Rob Fuller , Customer Data Orchestration Practice Lead for Accenture Interactive. In this new paradigm, connecting with customers is more critical than ever. Companies still have to compete based on customer experiences, but it’s about much more too. Connecting with customers truthfully, honestly and sincerely is more critical than ever. Part one explains the four keys to architecting connected customer experiences. Experience. MORE
From data quality to personalization, to customer acquisition and retention, and beyond, AI and ML will shape the customer experience of the future. Customer data Customer experience Artificial intelligence Machine learning MORE
Modern Identity Customer Identity Zero Trust View this panel discussion about deployment strategies and real case studies surrounding identity modernization initiatives MORE
The post Data Management Systems: Catalyst to a Better Customer Experience via Data Entry Outsourced Blog appeared first on IG GURU. Check out the post here. MORE
I spend a lot of time with clients who very much want to create a relationship with their customers, patients, etc. Many have a loyalty program or want to initiate a loyalty program believing it’s a key pillar in customer experience and retention. ” “More than 60% of consumers worldwide say experiences define success—not things” Loyalty. I think most people involved in create a customer relationship would agree. Experience. MORE
Are your customers demanding and want only the best? Customers are always demanding and we must deliver to top those expectations. Besides the usual suspects of value for money and best deals, it’s the unique experience that drives today’s customers. Blake Morgan , Customer Experience Futurist, makes her point in the Forbes article Five Trends Shaping the Future of Customer Experience In 2019. Ankur Gupta, Sr. MORE
Building personalized and connected customer experiences is more important than ever. They want to be there for their customers through good times and bad and they are focused on serving, protecting and retaining their customers. But delivering personalized, connected customer experiences across all touchpoints is hard. We focus on the impact of C-Suite, departmental and application disconnects on customer data. MORE
Analytics Digital Transformation IoT Platform Travel, Transportation & Hospitality airline cargo connected transportation platform customer experience freight shipping travelerFor many companies in the travel, transportation and hospitality industry, success is all about achieving the optimal result. For example, optimize load balances to get passengers and cargo to their destination using less fuel and in the fastest time possible. 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. Digital Transformation customer experiece digital transformation financial services 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 Related Topics 
OpenText Information Management
AUGUST 4, 2020
Customer experience has increasingly been focused on digital for several years, but the events of 2020 have drastically accelerated that change. Today, digital engagement has become the … The post The customer experience is now digital appeared first on OpenText Blogs.
OpenText Information Management
JUNE 8, 2020
Do you spend it all on customer experience or customer engagement? Customer experience is the customer point of view. It is their perception and relationship with the company … The post Customer experience vs. customer engagement appeared first on OpenText Blogs. Technologies Information Management Customer Experience Customer EnagementImagine you have an annual budget of $50,000.
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OpenText Information Management
FEBRUARY 10, 2020
In today’s world, customer experience determines success. Regardless of your organization’s size, products, service or industry, providing your customers with a consistently great experience only means good things for your bottom line. Many organizations are already realizing the benefits of customer experience. Technologies Customer Experience cx information matters customer experience best practices improve CX
Data Breach Today
JULY 1, 2020
Modern Identity Customer Identity Zero Trust View this panel discussion about deployment strategies and real case studies surrounding identity modernization initiatives
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This eBook highlights how data-driven strategies empower marketing campaigns through personalization tactics.
OpenText Information Management
AUGUST 13, 2019
The 2019 Financial Brand report showed that ‘removing friction from the customer journey’ is one of the key priorities within retail banking this year. For companies across finance to succeed, this focus on the customer must be matched with a focus on employees. How do you make yourself attractive to Millennials and … The post Employee experience drives customer experience 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? I can recall some of my more interesting personal experiences; a car rental employee went out of his way to make sure I got to my destination or from a digital … The post Creating remarkable customer experiences appeared first on OpenText Blogs.
Perficient Data & Analytics
SEPTEMBER 9, 2019
I spend a lot of time with clients who very much want to create a relationship with their customers, patients, etc. Many have a loyalty program or want to initiate a loyalty program believing it’s a key pillar in customer experience and retention. ” “More than 60% of consumers worldwide say experiences define success—not things” Loyalty. I think most people involved in create a customer relationship would agree. Experience.
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. They expect a customer experience that delights or they will go looking at your competitors. Customer Experience Management
Rocket Software
JULY 27, 2020
This is extremely beneficial to the customer, who can now access anything they need, regardless of location. A Rocket customer, who provides retail management software to companies across the globe needed help creating more user-friendly web and mobile portals.
OpenText Information Management
JANUARY 27, 2020
In not the too distant past, companies carried out business the old fashion way, where paper was the norm and customers walked into a brick and mortar buildings to obtain and buy a product or service. Customers had a certain degree of expectations but generally all transactions, customer records, receipts were done on paper. is profoundly impacting the customer experience appeared first on OpenText Blogs.
Reltio
JANUARY 9, 2020
Customer experience trends might change from time to time, but the central component remains steady: The customer must be at the heart of every business decision that you make. Gilmore’s seminal 1999 book, The Experience Economy , they predicted a new economic era in which businesses would shift their focus from creating products or services to delivering memorable experiences to their customers. Customer Experience Trends: The Rise of the Consumer.
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. They expect a customer experience that delights or they will go looking at your competitors. Customer Experience Management
OpenText Information Management
MARCH 12, 2019
… The post Pulling an Uber: Customer experience in Financial Services appeared first on OpenText Blogs. Customer Experience Management Digital Transformation Industry bank customer Banking banking industry Customer Experience customer experience in Financial Services customer experience management EIM Enterprise Information Management financial services financial services industry
DXC
MAY 15, 2019
Analytics Digital Transformation IoT Platform Travel, Transportation & Hospitality airline cargo connected transportation platform customer experience freight shipping travelerFor many companies in the travel, transportation and hospitality industry, success is all about achieving the optimal result. For example, optimize load balances to get passengers and cargo to their destination using less fuel and in the fastest time possible.
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. To cut this traditional scenario, and to keep up with the Digital Transformation that’s taking all the spot light today, many industries are evolving their customer experience and implementing the new developed customer service solution: Chatbots. An intent driven Chatbot to enhance customer service 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.
Reltio
NOVEMBER 9, 2020
At Reltio, we work with the world’s leading brands to enable omnichannel connected customer experiences. These brands understand how, where and when customers want to engage along the customer journey. Enabling Omnichannel Connected Customer Experiences.
OpenText Information Management
JULY 8, 2020
The contact center is at the heart of today’s customer experience. Contact center interactions are critical to customer experience in a digital age, and data from these interactions can be used to create actionable insights to help businesses optimize the customer journey. Customer Experience
Information Management Resources
MAY 21, 2019
From data quality to personalization, to customer acquisition and retention, and beyond, AI and ML will shape the customer experience of the future. Customer data Customer experience Artificial intelligence Machine learning
DXC
JULY 1, 2019
A few years ago customers made purchase choices based on the flyers they found in their mailboxes. Today’s ‘intelligent’ customers […]. Business Processes customer experienceWe know business today is changing faster than ever. They also felt more loyalty towards brands, partly because it was both difficult and time consuming to switch from one to another. Those days are over.
Rocket Software
MAY 11, 2020
Overnight, the industry came to a standstill, forcing businesses to reconsider how they manage customer services and how they plan to move forward after the pandemic. For this reason, a major travel company and long-time Rocket LegaSuite customer wanted to ensure that their critical business applications were running smoothly. Rocket used the service downtime to focus on updating the company’s reservation systems and their user experience.
Rocket Software
JUNE 1, 2020
Special considerations need to be taken to reopen these spaces, re-establish public trust in the businesses, and help them increase customer retention. For retail, this means capitalizing on online sales to ensure a positive customer experience. . With increased demand from customers on their e-commerce site, their connection pools were maxing out, despite their efforts to shift and augment their online portal as orders poured in. Making Customer Service a Priority.
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.
Information Management Resources
DECEMBER 7, 2017
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.
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
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. Analytics Customer Experience Management actionable insights AI AI-enhanced analytics artificial intelligence B2B Big Data Customer Experience deep learning Industry machine learning OpenText retailLast Sunday, my husband and I went to visit our daughter.
OpenText Information Management
MARCH 10, 2020
Customers are empowered by voices, choices, and devices. With so many choices, customer experience is the differentiator. Exceptional experience brings loyalty and advocacy but bad experiences will spread virally on social channels. Recently Jens Ophalvens, Director, OpenText Center of Excellence at Deloitte … The post 3 ways to extend Salesforce for a true omnichannel customer experience appeared first on OpenText Blogs.
DXC
AUGUST 29, 2019
To earn customer loyalty and respect, we are expected to meet customers’ needs at every interaction. Business Processes Uncategorized customer experienceDigital technologies are impacting every aspect of our lives, and companies have no choice but to transform and adapt. At the same time, it has become increasingly difficult to innovate effectively to meet those needs in today’s complex and […].
Information Management Resources
DECEMBER 10, 2019
Artificial intelligence Customer data Customer experienceThe findings of a new survey show that many field agents think the technology tools provided by their organizations are not evolving as quickly as their needs are.
Reltio
APRIL 25, 2019
Are your customers demanding and want only the best? Customers are always demanding and we must deliver to top those expectations. Besides the usual suspects of value for money and best deals, it’s the unique experience that drives today’s customers. Blake Morgan , Customer Experience Futurist, makes her point in the Forbes article Five Trends Shaping the Future of Customer Experience In 2019. Ankur Gupta, Sr.
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. Today, patients have … The post Three ways OpenText and Quest Diagnostics are modernizing customer experience in healthcare appeared first on OpenText Blogs.
CGI
AUGUST 3, 2020
How utilities can leverage robotic process automation to enhance business processes and customer experiences. The ability to see the precise minute my hot pizza will arrive, get real-time breaking news, and receive same-day groceries have set the bar for instant information expectancy.
IG Guru
AUGUST 6, 2020
The post Data Management Systems: Catalyst to a Better Customer Experience via Data Entry Outsourced Blog appeared first on IG GURU. Check out the post here.
Reltio
APRIL 14, 2020
Co-Authors: Rob Fuller , Customer Data Orchestration Practice Lead for Accenture Interactive. In this new paradigm, connecting with customers is more critical than ever. Companies still have to compete based on customer experiences, but it’s about much more too. Connecting with customers truthfully, honestly and sincerely is more critical than ever. Part one explains the four keys to architecting connected customer experiences. Experience.
Reltio
MAY 1, 2020
Building personalized and connected customer experiences is more important than ever. They want to be there for their customers through good times and bad and they are focused on serving, protecting and retaining their customers. But delivering personalized, connected customer experiences across all touchpoints is hard. We focus on the impact of C-Suite, departmental and application disconnects on customer data.
IBM Big Data Hub
JULY 2, 2019
Delivering a great customer experience is more important than ever. Learn what you can deliver with data science and AI
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. Digital Transformation customer experiece digital transformation financial services
Information Management Resources
MAY 29, 2019
The focus on cloud IT solutions to boost the customers’ experience often overlooks the serious challenges of ensuring your network infrastructure also contributes to that goal. Networks Network security Data security
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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