OpenText™, a global leader in Enterprise Information Management (EIM), launched OpenText™ Core Experience Insights, a SaaS application that provides marketing leaders full visibility over their customer’s journey – from website interactions to email engagement, social media content and call center performance. Core Experience Insights is being premiered at Forrester CX SF 2019 on October 17-18 in San Francisco.
“Modern, insight-driven marketing requires visibility into campaign performance across the customer journey. Customer behavior and satisfaction are driven by a complex set of interactions, so smart marketing decisions require truly omnichannel insights,” said Patricia Nagle, Chief Marketing Officer, OpenText. “We built Core Experience Insights to give market leaders visibility into their customers’ experiences from the first click to the final purchase decision.”
Core Experience Insights is a SaaS application built on OpenText OT2, which tracks data from diverse 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. With the Voice of Customer application, OpenText Explore, it can also provide a 360-degree view that includes sentiment analysis of customer feedback collected across all channels.
Core Experience Insights uses AI and analytics to reveal campaigns and content that are working best, elevating performance issues early to allow for calibration and correction. Marketers can intelligently optimize customer journeys to improve customer experience and revenue generation.
