martechoutlook

New SaaS-Based Application to Improve Customer Journey

By MarTech Outlook | Wednesday, October 23, 2019

Muhi Majzoub, EVP and Chief Product Officer of OpenText

The new SaaS-based application is helping marketing leaders optimize the customer journey, thereby helping them enhance the customer experience and boost revenue.   

FREMONT, CA: “Modern, insight-driven marketing requires visibility into campaign performance across the customer journey. Customer behavior and satisfaction is driven by a complex set of interactions, so smart marketing decisions require truly omni-channel insights,” says Patricia Nagle, Chief Marketing Officer of OpenText. “We built Core Experience Insights to give market leaders visibility into their customers’ experiences from the first click to the final purchase decision.” A global leader in Enterprise Information Management (EIM), OpenText, has launched OpenText Core Experience Insights. It is a SaaS-based application, providing full visibility to marketing leaders over their customer’s journey. From website interactions to email engagement, call center performance and social media content OpenText Core Experience Insights is empowering marketing leaders to enhance the customer experience.

Core Experience Insights is built on OpenText OT2 that tracks data from diverse sources. Throughout the customer lifecycle, the launched platform provides current and historical visualizations across channels, integrating data from other systems such as customer communication management, call center management and web content management. OpenText Explore delivers a 360-degree view with the Voice of Customer application that includes sentiment analysis of customer feedback collected across all channels. Core Experience Insights uses analytics and AI to reveal campaigns and content that works best by elevating performance issues, allowing for calibration and correction. With this, marketers are smartly optimizing customer journeys to improve customer experience and revenue generation.

“OpenText developed Core Experience Insights to help marketing leaders capture customer interaction data from siloed sources across all touchpoints,” says Muhi Majzoub, EVP and Chief Product Officer of OpenText. “With powerful data analysis and customer journey mapping at their fingertips, marketers can strategically tailor customer journey interactions to gain an information advantage.”

OpenText is a pioneer in Enterprise Information Management (EIM), enabling businesses to grow faster with lower operational costs with its products. The company reduces security risks and information governance by enhancing business insight, impact and process speed. OpenText enables intelligent and connected enterprises by leveraging, managing, gaining and securing insight into enterprise information, both on-premise or cloud-based.

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