Customer Experience Management (CXM) for Communications
Improve customer experience, customer communications management, and customer lifetime value
10X
CX leaders are 10 times more likely to invest in customer experience management (CXM) to realize better business outcomes[1]
Customer communications are evolving
Customer experience management streamlines and integrates experiences, media, communications, messaging, and data into one powerful customer experience platform. Elevate your customer interactions with a cohesive solution designed to seamlessly optimize experiences and enhance engagement.
See how OpenText™ became a leader on the Aspire Leaderboard—an interactive industry comparison tool.
Conversational experience delivery
Tap into generative AI, deliver mission-critical messages on the preferred channel while connecting all touchpoints to uncover customer journey insights and drive next best action.
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Future-proof CXM capabilities
Leverage data and analytics to gain valuable insights into customer experience trends, needs and drivers, enabling better understanding and increased satisfaction.
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Improve customer communication relevancy and conversion rates
Don’t miss opportunities with limited segmentation capabilities. Employ AI, embedded CDP and analytics to deliver relevant, hyper-personalized customer communications in context.
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Deliver seamless customer experiences
Eliminate friction and frustration by enabling seamless and cohesive omnichannel conversations with customers as they switch from one channel to another.
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Improve messaging consistency
Bring marketing, service, and transactional communications together in a single customer experience platform for consistency across the customer journey.
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Drive operational efficiencies
Choose a cost-effective, cloud-based communication system to lower hardware and maintenance costs and pay for only what you use.
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Scalability
Choose a scalable CXM solution for high-volume, complex and omnichannel customer communications.
Impact your business and elevate customer experience
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Customer view
Organizations gather customer data from multiple sources. This results in data conflicts, duplications, and other discrepancies that make it hard to gain a complete and accurate view of the customer. Unify data for a single source of truth.
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Customer journey insights
Sales and marketing teams need to grow revenue. Without customer journey insights into preferences and behaviours, up and cross-sell opportunities are missed. Use AI and analytics to deliver relevant, hyper-personalized customer experiences.
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B2B, B2C and B2E communications
Brands are tasked with building consistency. Different systems duplicate efforts and waste resources. Build a strategic communications Center of Excellence (CoE) to bridge silos, increase productivity, and improve the total experience.
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Omnichannel messaging: Email, SMS, WhatsApp and more
Customers expect to get relevant news and information on their channels of choice. Providing an omnichannel strategy can improve customer retention by 91%.
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Increase responsiveness
Businesses must provide a consistent customer experience. Without a cohesive view, it is challenging. Seamlessly share data between departments to deliver the right content, on the right device, at the right time, across the customer journey.
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Important integrations
Businesses use multiple applications. Finding solutions that can’t integrate with ERPs, CRMs and other data systems compromises operational efficiency. Leverage a single solution that integrates with leading applications.
Customer experience success stories
See how customers are succeeding with a communications and CXM platform that is cloud-native, scalable and built for the enterprise.
See more success stories
FAQ
Businesses can use communication tools like chatbots, personalized messaging, an embedded customer data platform (CDP) and automated responses. Integrating Customer Relationship Management (CRM) systems enables a seamless flow of customer data, allowing for more personalized communication in context. Using technology enables companies to serve up the next best offer, action, or channel to guide customers in the direction they want to go.
Siloed communication channels, inconsistent messaging, a lack of customer data integration and the need for real-time updates can be obstacles to consistency. Integrating communication channels, employing a unified messaging strategy with a Center of Excellence (COE) model, tapping into a customer data platform (CDP) and using omnichannel platforms can help organizations overcome these challenges.
Explore the components of the solution
Products
OpenText offers a solution to improve relevancy, consistency, and responsiveness:
- OpenText™ ExstreamTransform customer communications into exceptional experiences
- OpenText™ Core MessagingReach customers with personalized messages on their channel of choice
- OpenText™ Core JourneyImprove customer experiences with insight-driven customer journey mapping
- OpenText™ Experience CDPPersonalize experiences and communications to create customers for life
Professional Services
OpenText Consulting Services combines end-to-end solution implementation with comprehensive technology services to help improve systems.
- Accelerate your Information Management journeyConsulting Services
- Comprehensive Information Management services and resourcesExplore Professional Services
- Reduce time-to-value of Information Management solutionsPackaged Services
Resources to enhance employee and customer experiences
Conversational Experience Delivery
Read the overviewPersonalize the customer journey for all your digital channels
Watch the videoPreparing for the shift from CCM to CXM
Read the guideConversational Experience Delivery
Read the blogOutsourcing vs. insourcing customer communications
Read the blogThe road to digital-first communications
Read the blogElevate and personalize citizen experiences
Read the overviewTransforming utility customer experiences
Read the briefHealthcare: Improve patient and member experiences
Read the overviewRethinking the retail banking customer experience
Read the eBookHow can we help?
Footnotes
Footnotes
- [1]Aspire Customer Communications Services, 2023.