OpenText Launches Solution to Map the Customer Experience

What makes a great customer experience? While we might all have personal opinions, the truth is that it’s a complex process, and really more of a journey than a single “aha!” moment. Mapping that journey to determine where and how customers are encountering a company’s support program is a critical part of qualifying and quantifying the customer experience, and it’s a step that can’t be skipped if a company wants to get a handle on its current state of customer support. Unfortunately, many companies keep all this information in disjointed, siloed information repositories, so they have a hard time connecting the dots to outline the full customer journey experience.

Information management solution provider OpenText recent its launched OpenText Core Experience Insights, a software-as-a-service application that aims to provide companies with full visibility over their customers’ journeys from website interactions to email engagement, social media content and call center performance.

Core Experience Insights is built on OpenText OT2, which tracks data from different sources, providing current and historical visualizations across channels throughout the customer lifecycle. It can also integrate data from other systems such as customer communication management, web content management and call center management, according to the company. In a “voice of the customer” application, OpenText Explore, it can also provide a 360-degree view that includes sentiment analysis of customer feedback collected across all channels.

“Modern, insight-driven marketing requires visibility into campaign performance across the customer journey, said Patricia Nagle, Chief Marketing Officer for OpenText in a statement. “Customer behavior and satisfaction is driven by a complex set of interactions, so smart marketing decisions require truly omni-channel insights. We built Core Experience Insights to give market leaders visibility into their customers’ experiences from the first click to the final purchase decision.”

The solution makes use of artificial intelligence (AI) and analytics to pinpoint campaigns and content that are working best, elevating performance issues early to allow for calibration and correction. In this way, campaigns can be created to optimize the customer experience and improve revenue.

Edited by Maurice Nagle