Customer Experience

Treat Technology Partnerships Like a Marriage!

Shared goals and culture, and the willingness to work out the details, make marriages (and business partnerships) successful.

Current Issue Strategy Customer Experience

The Future of Contact Centers?

People are at the heart of contact centers, so what will the workforce be like, post-pandemic?

Operations Strategy Customer Experience

Making Delight Intentional

Providing customer delight through the contact center can pay off in multiple ways for organizations.

Operations Strategy Customer Experience

Is the Picture Bright for Video?

Video is widely used for internal communications, but will it grow for customer contact?

Operations Collaboration Strategy Customer Experience Technology Remote Work Technology

Will Video “Kill” the Call Center Agent?

Video promises to enhance collaboration but risks appearance, possible discrimination issues.

Operations Collaboration Strategy Customer Experience Technology Remote Work Technology

An Executive Interview With OpenText's Alex Martinez

Executive Interview with Alex Martinez, OpenText’s Senior Product Marketing Manager

Strategy Customer Experience Technology White Papers

Culture Shift: Contact Center Management in the Age of Experience

How to move from cost- and task-based to value- and
experienced-based operations.

Operations Strategy Customer Experience

What’s in Store for Holiday Retail CX?

Improved customer digital and agent experiences could make this season brighter.

Operations Strategy Customer Experience Remote Work Strategy

Hanging on the Telephone

Many contact centers are exploring methods of migrating customers to other channels.

Strategy Customer Experience Technology

Providing, and Assuring, the Total Experience

Testing is key to enabling a cloud-based TX strategy.

Operations Strategy Customer Experience

Growing Customers During Disasters

How a strategic partnership helped a credit union provide excellent CX during multiple calamities

Strategy Customer Experience Remote Work Operations

The Power of Process to Shape Customer Experience Excellence and Fuel Efficiency

Customer experience excellence is a great marketplace differentiator. But it is only sustainable when supported by all elements within the enterprise.

Strategy Vision - Mission - Values Customer Experience Visibility

Nice InContact