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 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
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 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
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. MORE
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 MORE
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. 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
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. 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
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? 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
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 MORE
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. MORE
Some sections of the manufacturing industries have been slow in adopting a customer-centric approach to their business. Let’s face it. MORE
Customer Experience Management Enterprise Content Management Omni-Channel adaptive content Content Customer Experience ECM omni-channel MORE
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. 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
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 MORE
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. 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
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. 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
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
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 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
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. 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
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 MORE
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 MORE
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. MORE
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 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 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. 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
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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
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
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
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.
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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
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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
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
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
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
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.
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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
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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
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
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.
OpenText Information Management
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Customer Experience Management Enterprise Content Management Omni-Channel adaptive content Content Customer Experience ECM omni-channel
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
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
AUGUST 7, 2018
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
OpenText Information Management
OCTOBER 3, 2018
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.
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.
OpenText Information Management
MAY 15, 2018
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.
OpenText Information Management
JANUARY 16, 2018
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.
OpenText Information Management
AUGUST 29, 2018
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.
Perficient Data & Analytics
SEPTEMBER 25, 2018
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.
OpenText Information Management
NOVEMBER 16, 2017
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.
Information Management Resources
FEBRUARY 12, 2018
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 Information Management
MAY 2, 2018
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
Perficient Data & Analytics
OCTOBER 9, 2018
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?
OpenText Information Management
APRIL 3, 2018
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
OpenText Information Management
OCTOBER 5, 2018
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
Information Management Resources
OCTOBER 3, 2018
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
OpenText Information Management
APRIL 16, 2018
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.
OpenText Information Management
MAY 23, 2018
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
OpenText Information Management
FEBRUARY 2, 2018
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
Information Management Resources
MARCH 27, 2018
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
OpenText Information Management
NOVEMBER 17, 2017
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
Perficient Data & Analytics
SEPTEMBER 18, 2018
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.
OpenText Information Management
MARCH 1, 2018
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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