旅程管理和人工智能正在改变客户体验了解详情，请参阅 CIO 白皮书
为什么选择 OpenText Core Journey？
通过统一沟通、消息传递和旅程编排，超越碎片化体验。作为 OpenText™ Experience 产品组合的一部分，OpenText Core Journey 可协助团队交付互联内容、自动与客户互动，并提升客户留存率。
- 久经验证
通过跨渠道的统一旅程，留住更多客户
组织将客户留存的提升视为全渠道互动平台成功的关键指标，而 OpenText Core Journey 正好满足了这一需求。 - 积极主动
将续订（保单、订阅等）转化为客户留存机遇
主动触发个性化续订流程，精准满足客户需求并留住客户。
观看实际操作 - AI 驱动
使用 AI 和基于规则的逻辑自动制定决策
利用后续最佳行动触发情境化、个性化体验，在客户离开之前加强互动成效。
了解 OpenText™ Aviator AI
用例
OpenText Core Journey 使市场营销、客户体验和业务团队能够协调实现持续的品牌认知、决策和客户留存交互。建立品牌信任、增强信心，并与客户建立长期关系。
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从任何渠道收集行为数据，为旅程见解和跨业务功能的实时自动化提供信息。
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构建仪表盘，揭示客户如何参与从认知到转化的每一步，帮助团队识别流失点、提高转化率并优化体验。
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利用行为触发的工作流和业务规则，在所有数字和辅助渠道中自动化执行最佳后续操作。
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获取所需的信息，以便在关键的品牌认知、决策和留存节点直接回应客户的需求和关切。建立品牌信任、信心，以及长期合作关系。
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使用旅程分析和实时信号来识别有风险的客户，并主动减少客户流失。
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根据偏好和实时行为，在所有关键渠道和应用中触发个性化沟通推广。
关键功能
利用客户旅程管理软件的高级功能，提升敏捷性和洞察力。
统一互动
通过单一界面，团队能够设计、启动并优化沟通、消息传递和旅程，从而降低复杂性并加快执行速度。
事件驱动的编排
根据从不同来源提取的交互数据，构建客户旅程。该客户旅程包含精选客户事件，以及基于每个数据点的洞察所触发的条件性行动和后续行动。
AI 就绪的旅程洞察
通过旅程元数据和指标，实现实时分析、旅程自动化、个性化体验以及针对后续最佳行动的建议。
旅程编辑和优化
允许团队在不重置绩效指标的情况下更新客户旅程，实现持续改进。
事件数据捕获
从任何渠道跟踪客户事件和行为数据，以推动互动决策并触发个性化体验。
仪表盘报告
创建实时仪表板，帮助业务用户监控整个旅程中的性能下降和转化，并做出明智的决策。
无缝集成
连接 OpenText Experience Cloud 和第三方系统，以统一客户旅程管理工作流程。
加速提升 OpenText Core Journey 的价值
部署
探索适用于各类跨国组织、可扩展且灵活的部署方案。
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通过客户成功经理简化云计算入职和采用流程
公共云服务
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释放资源，优化性能，并快速解决问题
OpenText 非云端托管服务
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通过专家指导最大化您的私有云投资
OpenText Private Cloud
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分析客户旅程数据
OpenText™ Developer Cloud 的 API
集成
通过广泛的集成无缝接入您现有的营销技术栈。
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OpenText™ Core Communications
了解 AI 如何实现从客户通信内容创作到文档无障碍访问解决方案的全面转型
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OpenText Core Messaging
智能消息传递，整合多个渠道，单一解决方案。
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OpenText Communications
将沟通转化为引人入胜的客户体验
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OpenText Web CMS
利用领先的 CMS 提升各渠道的网络体验
服务
在认证专家的指导下，加速实现数字化转型。
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通过认证专家实现信息管理现代化
专业服务
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将支持转化为您的战略优势
支持服务
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通过专家指导、托管服务等实现业务目标
客户成功服务
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通过专业的 IT 服务管理解放您的内部团队
托管服务
合作伙伴
OpenText 帮助客户找到合适的方案、恰当的支持与理想的结果。
全球系统集成商 (GSI)
这些 GSI 均已接受 OpenText 解决方案相关培训和认证，所提供的服务能够提升独立解决方案的价值。
培训
OpenText 学习服务提供全面的赋能和学习项目，加速提升知识和技能水平。
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满足各类用户的需求，以实现有效推广
学习服务
社区
探索我们的 OpenText 社区。与个人和企业建立联系，获取洞察和支持。参与讨论。
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探索想法、加入讨论并建立人脉
OpenText 的论坛
高级支持
通过专门的专家团队，为您的复杂 IT 环境提供关键任务支持，优化 OpenText 解决方案的价值。
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获得技术和战略专家提供的个性化一对一协助
高级支持
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 infographic
Customer 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 blog
