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OpenText™ "Five Compliance Challenges Facing Your Organization in 2017"
OpenText™ | Blogs 18.09.2018 EN 2017 , Blogs , Englisch OpenText™ "Five Compliance Challenges Facing Your Organization in 2017" 2017 is turning out to be a tumultuous year for compliance. A combinati2017 is turning out to be a tumultuous year for compliance. A combination of Brexit, a Trump presidency and the reform of EU privacy rules has put regulatory change and uncertainty back into the spotlight. Mega-size fines have returned too and complian...
18.09.2018
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OpenText™ "Time-Based Digital Assets are now Mission Critical"
OpenText™ | Blogs 04.09.2018 EN 2017 , Blogs , Englisch OpenText™ "Time-Based Digital Assets are now Mission Critical" How much video are you watching online? I’m pretty confident it’s more than lastHow much video are you watching online? I’m pretty confident it’s more than last year, or the year before. It seems that every website now features video in some form or other. Video is also becoming increasingly prevalent across the various social...
04.09.2018
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OpenText™ "Managed Services Increase the Value of Your Conversion Rate Optimisation Program"
OpenText™ | Blogs 21.08.2018 EN 2016 , Blogs , Englisch OpenText™ "Managed Services Increase the Value of Your Conversion Rate Optimisation Program" Full disclosure: I work at OpenText™ Optimost, an oFull disclosure: I work at OpenText™ Optimost, an optimisation vendor, with a 15 year heritage in Managed Services. We believe you’ll achieve the greatest ROI from conversion rate optimisation (CRO) when you combine a testing platform with Managed...
21.08.2018
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OpenText™ "Removing the Data Barriers to get the Bigger Picture"
OpenText™ | Blogs 07.08.2018 EN 2016 , Blogs , Englisch OpenText™ "Removing the Data Barriers to get the Bigger Picture" Doing something over and over again and expecting a different result is EITHERDoing something over and over again and expecting a different result is EITHER practice, or insanity. The difference is simply in how long you’re willing to wait until things start to change. Similarly, treating all customers the same and simply...
07.08.2018
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OpenText™ "Are you on Track to Deliver the Right Picture?"
OpenText™ | Blogs 24.07.2018 EN 2017 , Blogs , Englisch OpenText™ "Are you on Track to Deliver the Right Picture?" I’ll admit it, I’m a total motorsports nut. If it has wheels and an engine I’ll happiI’ll admit it, I’m a total motorsports nut. If it has wheels and an engine I’ll happily watch it race. The number of wheels doesn’t particularly matter, two or four I’ll be trackside. So when I see a link to a work-related article online with a picture...
24.07.2018
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OpenText™ "Are you Delivering a Sunshine Experience?"
OpenText™ | Blogs 10.07.2018 EN 2017 , Blogs , Englisch OpenText™ "Are you Delivering a Sunshine Experience?" It’s amazing how even the brightest ray of sunlight can ruin months of work. Several yearsIt’s amazing how even the brightest ray of sunlight can ruin months of work. Several years ago I was part of an industry team working on developing a set of standards for a defined group of symbols and colors to be used in the way that automotive...
10.07.2018
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OpenText™ "Putting the X Factor Into Customer Experience"
OpenText™ | Blogs 26.06.2018 EN 2017 , Blogs , Englisch OpenText™ "Putting the X Factor Into Customer Experience" For many years now we have heard that organizations must look to improve their customeFor many years now we have heard that organizations must look to improve their customer experience to stand a chance of retaining their existing customer base. This, we have been told, is the cornerstone of customer engagement ...
26.06.2018
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OpenText™ "Digital Plants and Conveyor Belts – a Different Approach to DAM"
OpenText™ | Blogs 12.06.2018 EN 2017 , Blogs , Englisch OpenText™ "Digital Plants and Conveyor Belts – a Different Approach to DAM" The world’s largest museum complex is probably not the first thing tThe world’s largest museum complex is probably not the first thing that comes to mind when you think about who are the natural users of a leading edge Digital Asset Management (DAM) system. After all isn’t Digital Asset Management all about managing...
12.06.2018
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OpenText™ "100.000 Pieces of Content a Day"
OpenText™ | Blogs 29.05.2018 EN 2017 , Blogs , Englisch OpenText™ "100.000 Pieces of Content a Day" It often feels like we are being deluged by content, we are exposed to more stories, images, video,It often feels like we are being deluged by content, we are exposed to more stories, images, video, and audio than ever before. Yet most of that content (social media aside) has been sorted, indexed, written, edited, managed, and gone through a...
29.05.2018
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OpenText™ "3 Tips to Gain Mindshare for Your Contact Center"
OpenText™ | Blogs 15.05.2018 EN 2017 , Blogs , Englisch OpenText™ "3 Tips to Gain Mindshare for Your Contact Center" One of my favorite discussion topics with OpenText WFO customers and other contactOne of my favorite discussion topics with OpenText WFO customers and other contact center professionals is about the internal brand perception of the contact center within any organization. Contact center brand perception? Yes, exactly...
15.05.2018
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OpenText™ "Is Your Website a Reflection of You or Your Customers?"
OpenText™ | Blogs 01.05.2018 EN 2017 , Blogs , Englisch OpenText™ "Is Your Website a Reflection of You or Your Customers?" “Hey Dad, did you have any feedback?” That text from my daughter last week wa“Hey Dad, did you have any feedback?” That text from my daughter last week was part of an ongoing discussion around the website that she was designing for a new business venture that she and a partner will be launching in a few months. It was the third...
01.05.2018
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OpenText™ "Personalizing the Customer Experience is the Key to Success in 2017"
OpenText™ | Blogs 17.04.2018 EN 2016 , Blogs , Englisch OpenText™ "Personalizing the Customer Experience is the Key to Success in 2017" As consumers, nothing is worse than a bad customer service experAs consumers, nothing is worse than a bad customer service experience. Most of us have experienced entering information in an automated phone system as fast as possible in hopes of eventually talking to a real human. But when we finally got a real ...
17.04.2018
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OpenText™ "Lower the Drawbridge and let the Data Flow"
OpenText™ | Blogs 03.04.2018 EN 2016 , Blogs , Englisch OpenText™ "Lower the Drawbridge and let the Data Flow" It’s not often that Game of Thrones provides a moment of insight into data exchange, butIt’s not often that Game of Thrones provides a moment of insight into data exchange, but that’s what happened this week. I am just catching up with season six of the top rated HBO series; and when the “Kingslayer” Jamie Lannister walked back across a ...
03.04.2018
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OpenText™ "Customer Experience, Digital Transformation, and Commitment to the Success of our Partners"
OpenText™ | Blogs 20.03.2018 EN 2016 , Blogs , Englisch OpenText™ "Customer Experience, Digital Transformation, and Commitment to the Success of our Partners" This is the time of year when we try to pThis is the time of year when we try to pause from our busy schedules and take some time for friends and family. As the calendar year winds down, we would also like to take a moment to say thank you to our customers and partners...
20.03.2018
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OpenText™ "WFO Video Series: What Tools Demonstrate Impact to Executives?"
OpenText™ | Blogs 06.03.2018 EN 2017 , Blogs , WFO Video Series , Englisch OpenText™ "WFO Video Series: What Tools Demonstrate Impact to Executives?" In my previous blog in this series for Question 3In my previous blog in this series for Question 3: How can the contact center align with the top priorities of executive leadership?, I started my comments with a quote from my favorite guru, Yoda: ““Do or do not. There is no try.”...
06.03.2018
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OpenText™ "WFO Video Series: What Performance Goals Resonate Most With Executive Leadership?"
OpenText™ | Blogs 13.02.2018 EN 2017 , Blogs , WFO Video Series , Englisch OpenText™ "WFO Video Series: What Performance Goals Resonate Most With Executive Leadership?" I’m really excited to write abI’m really excited to write about this sixth question being asked as part of our OpenText™ WFO 2017 Video Series because it’s a question I’m often asked when meeting with customers and other contact center professionals. It’s also a question that our...
13.02.2018
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OpenText™ "WFO Video Series: What’s the Best way to Coordinate Contact Center Goals With Other Business Units?"
OpenText™ | Blogs 06.02.2018 EN 2017 , Blogs , WFO Video Series , Englisch OpenText™ "WFO Video Series: What’s the Best way to Coordinate Contact Center Goals With Other Business Units?" Hopefully yoHopefully you’ve already taken a moment to check out the OpenText™ WFO 2017 Video Commentary Series and read our previous blog posts which highlight some of the valuable insights shared by our panel of expert analysts and practitioners...
06.02.2018
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OpenText™ "WFO Video Series: How can the Contact Center Align with the top Priorities of Executive Leadership?"
OpenText™ | Blogs 30.01.2018 EN 2017 , Blogs , WFO Video Series , Englisch OpenText™ "WFO Video Series: How can the Contact Center Align with the top Priorities of Executive Leadership?" Competing inCompeting in any market based on delivering an outstanding customer experience is ranked by many CEO’s as a top priority in the coming years. Yet, as indicated by KPMG in the 2016 report Now Or Never: CEOs Mobilize For The Fourth Industrial Revolution...
30.01.2018
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OpenText™ "WFO Video Series: How can the contact center be positioned as a leader in customer experience?"
OpenText™ | Blogs 23.01.2018 EN 2017 , Blogs , WFO Video Series , Englisch OpenText™ "WFO Video Series: How can the contact center be positioned as a leader in customer experience?" “Do or do not. Th“Do or do not. There is no try.” - Yoda. If you are a Star Wars fan as I am, then Yoda’s quote should resonate with you. So why do I quote Yoda when thinking about this third question posed to our distinguished panel of WFO (workforce optimization)...
23.01.2018
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OpenText™ "WFO Video Series: Why Should Customer Experience be a top Enterprise Goal?"
OpenText™ | Blogs 16.01.2018 EN 2017 , Blogs , WFO Video Series , Englisch OpenText™ "WFO Video Series: Why Should Customer Experience be a top Enterprise Goal?" When faced with a choice of products,When faced with a choice of products, or suppliers, how to decide which one to use? Is it simply price, or like most people does your previous experience with the company or product factor into your decision?
16.01.2018