OpenText has released a white paper entitled “ustomer Experience Management: Using the Power of Analytics to Optimize Customer Delight”.

OpenText team says, “Faced with economic turmoil and increasing competition, businesses are looking to differentiate themselves in their customers’ eyes through better brand awareness, and hearing the voice of their customers and understanding what drives their behavior. A recent study by the Aberdeen Group captured customer experience management (CEM) adoption trends and performance results through a direct survey of 252 organizations. This report highlights industry best practices for establishing and nurturing CEM programs that delight customers while improving overall business results”.

OpenText’s ‘Customer Experience Management’ White Paper

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