OpenText Whitepapers
Customers are at the heart of every business transaction and the ability to keep a customer engaged is vital for businesses in this digital world. As the impact of the digital world continues to alter the traditional customer journey, it is important that businesses are prepared for this change. This white paper looks at the ways businesses should engage their customers as they move deeper into the digital world.
These days, CX can be summed up in one word—hyper-connected. Technologies and IoT are enabling customers to have omni-channel digital interactions with the world—anytime, anywhere. But regardless of the many terrains customers tread, they expect consistent and personalised experiences. This seamless customer journey can generate game-changing rewards for your enterprise. Read Delivering the continuous, connected customer journey to learn how to optimise your customer understanding, boost customer lifecycle value and gain the edge.
What’s the big deal about “customer experience?” Companies that excel at it grow revenues 4-8% above the market. And a superior experience turns customers into promoters, with a lifetime value of six to 14 times that of detractors. In this Madison Logic white paper, you’ll get insights on what creates a superior experience, how to measure it, and the bottom-line financial return on a CEM investment. Know your customer better than they know themselves—be a digital disrupter.
Businesses today are shifting from pushing individual products and services to building long-term customer relationships. These changes shift the firm’s focus from product profitability to customer profitability, as measured by metrics such as customer lifetime value (CLV), a forward-looking indicator of customer profitability. A key contributor to CLV is customer experience (CX), which is (in turn) influenced by customer communications management (CCM). Having data analytics in place for measuring, predicting, and controlling these factors is becoming a competitive differentiator for businesses today.
This white paper, which is sponsored by OpenText, explains how CCM facilitates the customer journey and so helps to maximize CLV and discusses the importance of CX and analytics in this process. It also introduces and briefly describes OpenText’s new CCM offering: OpenText Communications Center.
Sponsored by OpenText
This is an exclusive IT report on customer experience. It looks at the role Customer Experience Management (CEM) in delivering an enjoyable digital customer experience at scale.
Sponsored by OpenText
This exclusive Aberdeen Group report covers Customer Experience. It highlights the top priorities that are driving Customer Experience (CX) programs in 2017 and beyond.
Sponsored by OpenText
Here is an exclusive IT report on customer experience. It looks at how organisations can orchestrate an exceptional digital customer experience.
Sponsored by OpenText
Take your communications to the next level with these five best practices.
Sponsored by OpenText
A headless CMS architecture with a fully decoupled content production/database system and content delivery system offers many compelling benefits, particularly in evolving technical environments dealing with constantly morphing, emerging requirements from marketing and line-of-business departments. By adopting a headless CMS approach, firms can be well positioned to flexibly embrace whatever new devices, touchpoints, and software emerge.
Sponsored by OpenText
Here is an exclusive Digital Clarity Group report on customer service. It looks at drawbacks of traditional customer feedback methods, and looks at how to adopt a more proactive approach.
Sponsored by OpenText