OpenText Core Journey
Uplift your customer communications into orchestrated engagements
Journey management and AI are changing customer experienceFind out how in the CIO paper
Deliver amazing experiences with customer journey management software
Truly engaging customer experiences start as insights and analysis gleaned from data captured in customer interactions. How do CX pros get the real-time analytics and orchestration they need to build the highly personalized communications customers expect?
Designed for CX teams, communication analysts, and business users, OpenText™ Core Journey collects and analyzes event data across channels, devices, and applications. Map and automate next-best actions with AI-powered dashboards and easy-to-use orchestration tools. And boost retention using the new Engagements functionality to design, orchestrate, and continuously optimize customer journeys—all through a single unified dashboard.
Why OpenText Core Journey?
Move beyond fragmented experiences by unifying communications, messaging, and journey orchestration. As part of the OpenText Experience portfolio, OpenText Core Journey helps teams deliver connected content, automate engagements, and drive retention.
- Proven
Keep more customers with unified journeys across channels
Organizations cite improved customer retention as a key metric of success for omnichannel engagement platforms, and OpenText Core Journey delivers. - Proactive
Turn renewals (policies, subscriptions, etc.) into retention opportunities
Proactively trigger personalized renewal journeys that speak directly to your customers’ needs and keep them on board.
See it in action - AI-powered
Automate decisions using AI and rules-based logic
Use next-best actions to trigger contextual, personalized experiences that reinforce engagement before customers leave.
Learn about Aviator AI
Use cases
OpenText Core Journey enables marketing, CX, and business teams to orchestrate continuous awareness, decision, and retention interactions. Build brand trust, confidence, and long-term relationships with customers.
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Collect behavior data from any channel to inform journey insights and real-time automation across business functions.
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Build dashboards that reveal how customers engage with each step of their journey from awareness to conversion, helping teams identify drop-offs, improve conversion rates, and optimize experiences.
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Automate next-best actions using behavior-triggered workflows and business rules across all digital and assisted channels.
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Get the visibility you need to directly speak to customer needs and concerns for key awareness, decision, and retention events. Build brand trust, confidence, and long-term relationships.
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Use journey analytics and real-time signals to identify at-risk customers and proactively reduce churn.
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Trigger personalized communications outreach across all key channels and applications based on preferences and live behaviors.
Key features
Leverage the advanced features of customer journey management software built for agility and insight.
Unified engagements
Reduces complexity and accelerates execution by allowing teams to design, launch, and optimize communications, messaging, and journeys via a single interface.
Event-driven orchestration
Creates customer journeys from interactions pulled from different sources. The journey contains selected customer events as well as conditional and follow-up actions with insights at every data point.
AI-ready journey insights
Drives real-time analysis, journey automation, personalized experiences, and recommendations for next-best actions through journey metadata and metrics.
Journey editing and optimization
Allows teams to update customer journeys without resetting performance metrics, enabling continuous improvement.
Event data capture
Tracks customer event and behavior data from any channel to power engagement decisions and trigger personalized experiences.
Dashboard reporting
Creates real-time dashboards that help business users monitor performance drop-offs and conversion across the journey and make informed decisions.
Seamless integrations
Connects to OpenText Experience Cloud and third-party systems to unify customer journey management workflows.
Accelerate the value of OpenText Core Journey
Deployment
Explore scalable and flexible deployment options for global organizations of any size.
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Simplify cloud onboarding and adoption with a customer success manager
Public cloud services
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Free up resources, optimize performance and rapidly address issues
OpenText Off Cloud Managed Services
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Maximize your private cloud investment with expert guidance
OpenText Private Cloud
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Analyze customer journey data
API from OpenText Developer Cloud
Integrations
Seamlessly plug in to your existing marketing technology stack with broad integrations.
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OpenText Core Communications
Learn how AI can transform everything from customer communications content creation to document accessibility solutions
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OpenText Core Messaging
Intelligent messaging. Multiple channels. One solution.
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OpenText Communications
Transform communications into engaging customer experiences
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OpenText Web CMS
Elevate web experiences across channels with a leading CMS
Services
Accelerate digital transformation with guidance from certified experts.
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Modernize your information management with certified experts
Professional Services
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Turn support into your strategic advantage
Support Services
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Meet business goals with expert guidance, managed services, and more
Customer Success Services
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Free up your internal teams with expert IT service management
Managed Services
Partners
OpenText helps customers find the right solution, the right support, and the right outcome.
Global system integrators (GSIs)
These GSIs are trained and certified on OpenText solutions, offering services that enhance the value of stand-alone solutions.
Training
OpenText Learning Services offers comprehensive enablement and learning programs to accelerate knowledge and skills.
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Meet the demands of all types of users for effective adoption
Learning Services
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Unlimited access to training with personalized tiers to fit your needs
Learning Subscriptions
Communities
Explore our OpenText communities. Connect with individuals and companies to get insight and support. Get involved in the discussion.
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Explore ideas, join discussions, and network
OpenText’s forums
Premium Support
Optimize the value of your OpenText solution with dedicated experts who provide mission-critical support for your complex IT environment.
OpenText Core Journey resources
Top reasons to choose OpenText Core Journey
Read the top reasonsOpenText ISO 27001, ISO 27017, ISO 27018, SOC2 Type II certifications
Read the white paper5 clever ways to keep customer coming back
Read the playbookOpenText Core Journey
Read the product overviewMove the needle with OpenText Core Journey
Read the briefHow to turn meh into magic moments with journey orchestration
View the infographicOpenText ISO 27001, ISO 27017, ISO 27018, SOC2 Type II certifications
Read the white paper5 clever ways to keep customer coming back
Read the playbookOpenText Core Journey
Read the product overviewMove the needle with OpenText Core Journey
Read the briefHow to turn meh into magic moments with journey orchestration
View the infographicCustomer journey success is no accident
Watch the video
Leverage customer insights to boost engagement
Watch the video
OpenText Core Journey
Watch the demo
Visualizing data in OpenText Core Journey
Watch the demo
Mapping the customer journey in OpenText Core Journey
Watch the demo
Orchestrating customer communications in OpenText Core Journey
Watch the demo-
A customer journey is the complete path a customer takes when interacting with a brand across channels and touchpoints over time, from awareness to purchase, onboarding, support, and renewal. It includes every interaction across digital and physical channels and reflects customers’ experiences throughout the lifecycle. Modern customer journeys are dynamic and non-linear, requiring organizations to connect interactions, maintain context, and continuously optimize engagement to improve retention, satisfaction, and long-term customer value.
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Customer journey orchestration is the process of coordinating customer interactions across channels in real time based on behavior, context, and preferences. It enables organizations to trigger event-driven engagement, deliver personalized communications, and recommend next-best actions throughout the lifecycle. Unlike static journey mapping, orchestration continuously adapts as customer behavior changes, helping organizations move from reactive communication to proactive engagement that improves retention and reduces churn.
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Artificial intelligence (AI) can improve customer journeys by analyzing customer data to predict behavior, identify patterns, and recommend next-best actions. OpenText™ Experience Aviator™ enables organizations to personalize communications at scale and trigger timely, relevant engagement across channels. It also enhances efficiency by automating routine interactions and supporting decision-making, allowing teams to move from reactive outreach to proactive, data-driven engagement that improves customer satisfaction and retention.
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Customer journey orchestration platforms integrate with existing systems such as customer communication management (CCM) tools, customer data platforms (CDPs), web content management platforms, and contact centers. Organizations can then—without replacing core systems—unify customer data, maintain context across interactions, and trigger engagement based on real-time signals.
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Customer journey orchestration works closely with messaging and communication platforms to deliver engagement across channels such as email, SMS, WhatsApp, RCS, and voice. By integrating orchestration with communications, organizations can ensure that messages are not only delivered but also triggered at the right time based on customer behavior, preferences, and journey stage.
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Customer journey orchestration solutions are typically deployed as cloud-based platforms, allowing organizations to scale quickly and access capabilities without managing infrastructure.
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Customer journey orchestration platforms support compliance by incorporating consent management, data governance, and privacy controls into engagement workflows. They ensure that communications align with customer preferences and regulatory requirements, such as data protection laws.
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Implementation timelines vary depending on integration complexity and use cases, but many organizations start with targeted journeys such as onboarding, notifications, or renewals. Modern orchestration platforms enable phased adoption, allowing teams to integrate with existing systems and expand capabilities over time without disrupting current operations.
Why fragmented customer journeys are costing organizations retention
Get IDC Analyst Connection insights on customer retention and journey orchestration.
Read the blog
What’s new in OpenText Core Journey
Elevate customer journeys while unlocking new opportunities.
Read the blog
One workspace. Every engagement
OpenText Core Journey with Engagements is an evolution in unified customer experience orchestration.
Read the blog
Customer communications: how the customer journey shows the way
Unlock insights to personalize experiences.
Read the blog
Drive customer success with OpenText Experience Cloud
Customers and their journeys are at the heart of every thriving business.
Read the blog
Introducing OpenText Core Journey
Customer journeys are more complex than ever, requiring one-to-one personalization across experiences.
Read the blogWhat is customer experience?
Learn moreWhat is customer experience management?
Learn moreWhat is customer intimacy?
Learn moreWhat is customer experience management?
Learn moreWhat is customer intimacy?
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