CX Innovation Blog

The CX Innovation Blog by OpenMethods explores how contact centers, CRM systems, and real-time integrations come together to create seamless customer and agent experiences. Discover insights on unified workflows, automation, and the future of customer engagement—all designed to help enterprises simplify the complex world of CX.

Beyond iPaaS: Why Real-Time CX Integration Demands More Than Just Data Pipelines

If you’ve ever tried to connect your contact center to your CRM, you’ve probably heard the term iPaaS—Integration Platform as a Service. It promises seamless data flow between systems, less coding, and faster time to market.

Why Agent Experience = Customer Experience: The Hidden ROI of Unified Workflows

When businesses talk about customer experience (CX), the focus often falls on customer-facing touchpoints—chatbots, surveys, or omnichannel platforms. But there’s a hidden force that defines whether those investments pay off: the agent experience.