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Customer stories

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Enterprise IT leader enhances digital experiences with OpenText Experience Cloud, introducing a modern platform and rich, personalized content

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About OpenText

OpenText helps organizations tackle the most complex digital transformation programs with confidence. Customers are empowered to organize, integrate and protect data and content as it flows through business processes inside and outside their organization.

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  • Customers:
    120,000+
  • Countries served:
    180
  • Employees:
    23,000

Summary

Challenges

  • Customer journeys were disjointed across touchpoints.
  • A massive $5.8B acquisition of Micro Focus required integration with entirely new brand elements.
  • Global web properties lacked consistency.

Solution

  • Selected a platform that enabled AI, web experiments, and data‑driven personalization.
  • Created customer‑focused content and rich experiences.
  • Enabled end‑to‑end integration with back‑end systems.

Results

  • Cut publishing lead time by 50%
  • Boosted engagement by 10%
  • Gained the performance and scale of cloud technology

Challenges

  • Customer journeys were disjointed across touchpoints
  • A massive $5.8B acquisition of Micro Focus meant the organizations needed to integrate entirely new brand elements
  • Global web properties lacked consistency

When you're managing digital experiences for a global enterprise tech leader, standing still isn't an option.

"Customer expectations are evolving at lightning speed," said James Hawden, senior director of digital and web marketing programs at OpenText. "We're seeing explosive demand for digital self-service, AI-powered interactions, and immersive experiences across multiple channels. We knew we needed to completely rethink our approach."

The digital landscape has transformed dramatically— from 17.1 million websites in 2000 to a staggering 1.7 billion in 2025. For OpenText, this evolution presented both challenges and opportunities:

  • Their website structure was product-centric rather than solution-focused.
  • Customer journeys were disjointed across digital touchpoints.
  • Global web properties lacked consistency.
  • A massive $5.8B acquisition of Micro Focus meant the organization had to integrate entirely new brand elements.

Kent So, senior director of web development, recalled the frustration: "We were drowning in siloed systems across diverse deployment platforms. Our team was spending more time managing systems than innovating. We needed a centralized platform that could scale with our ambitions."

OpenText needed a holistic vision and approach, while meeting day-to-day business outcomes. It was a real balance. It started in 2020, when OpenText launched an ambitious transformation initiative called "OpenText Digital Zone" with a clear goal: Deliver seamless digital experiences across the entire customer journey. In 2025, the organization is still moving forward with a similar vision—updated, evolved, and accelerated.

This wasn't just about a website refresh. Phase 2 in 2023 involved integrating the massive Micro Focus acquisition, reimagining their brand identity, and introducing new immersive experiences. To do this effectively, they needed to use data-driven decisions—meaning more analytics and the ability to run web experiments, such as A/B testing content and experiences.

Another key for success was a single source of truth for digital assets. To break down digital silos, OpenText needed a digital asset management backbone for content and digital assets across multiple web properties, including global public websites, intranets, and specialized sales enablement tools such as sales training and videos.

Commuters scrolling the web on their phones

We wanted to create a total experience. Whether you're a prospect researching solutions, a customer seeking support, a business partner, or even an OpenText employee—we wanted everyone to have the same frictionless access to our digital content ecosystem.

James Hawden
Senior Director of Digital and Web Marketing Programs, OpenText

Solution

Rather than just add new features to existing systems, OpenText took a bold approach—embracing a platform mindset powered by OpenText Experience Cloud and Google Cloud Platform. This meant re-platforming, redesigning the website, and using data-driven journeys.

Products deployed

Selecting a versatile platform

OpenText divided the transformation initiatives into three phases. In phase one, the company reimagined the OpenText website with a customer-centric experience.

By harnessing a composable architecture built on OpenText Experience Cloud and powered by Google Cloud Platform, OpenText laid the foundation for richer, more relevant, and more compelling data-driven experiences. The new digital platform includes fresh content for more than 1,100 web pages, offering greater clarity, concision,  and accessibility.

“This project is about far more than building a new website,” said Hawden. “We aim to create an entirely new and integrated digital experience. To that end, it was crucial to consider multiple interconnected requirements, including the platform, content management system, look and feel, and content. We also want to bring in new ways to enable one-to-one conversations, such as chatbots and live chats. By supporting all these capabilities together on a single platform using OpenText Experience Cloud, we have the solid foundation we need to deliver on all phases of the project.”

Creating customer-focused content and rich experiences

OpenText had to shift away from product- and feature-oriented content, and instead organize information from the customer’s business perspective and reflect new portfolios of products and solutions.

“Taking a total experience approach, not only were we building digital assets and content for customers, we were using a single source for internal sales and partner enablement,” said Hawden. “To engage effectively with our audience, we need to improve personalization with customer data, get smarter with data-driven insights and web experiments (A/B testing), as well as offer richer experiences using videos, product trials, and dynamic generated pages and content. To ensure consistency and control, a 'publish once and consume everywhere' method, including a global network of translated sites, was achieved with [OpenText] Experience Cloud.”

Enabling end-to-end integration

Now in the second phase of the project, OpenText is localizing new content for all global regions. The third and final phase will be to integrate OpenText Experience Cloud with back-end systems from Google, SAP, and Salesforce—enabling the organization to harness data on prospects and customers to increase personalization based on their individual needs and preferences. The company’s composable approach and open platform help ensure it has the performance and scale using Kubernetes, with the assurance that future integrations or added capabilities can be easily achieved.

“In the digital world,” Hawden added, “we rely even more on data to understand markets, demand, and customer needs. Integrating our front-end digital experience with our behind-the scenes-systems of insight will be crucial to achieving our long-term goals. The objective is to deliver the right content to the right person at the right time via the optimal channel, including email, social, web, and chatbot.”

Person consuming content on multiple devices at their desk

Since we went live with the new OpenText.com experience, we’ve increased digital engagement by 10%, which shows that the new content is resonating with our audiences.

James Hawden
Senior Director, Digital and Web Marketing Programs, OpenText

Results

Today, OpenText Experience Cloud is empowering teams across the organization to create and publish compelling content—rapidly enabling OpenText to surface valuable information to stakeholders faster.

Cut publishing lead time by 50%

As the second phase of its transformation gains pace, OpenText is measuring positive results from its new digital platform. “People don’t typically arrive on our website looking for information about a specific OpenText technology—they come with a problem they’re trying to solve,” said Hawden. “For that reason, we now lead with solutions, not products. In practice, that means that visitors see relevant stories, services, and resources on our solution pages. And thanks to OpenText Experience Cloud, we’ve cut the lead time for publishing by 50%, so we can get new content online in days or even minutes.”

Boosted engagement by 10%

OpenText also measures improvements across other key performance indicators. The number of unique visitors has risen while the number of sessions per visitor has fallen. Bounce rates have dropped dramatically, and the number of interactions on high-value touch points, such as contact forms and live chats, has increased—indicating that the company is successfully connecting with its target audiences.

Hawden confirmed, “Today, visitors can complete journeys—for example, from a Google search to an OpenText solution page to a chatbot engagement—in fewer steps. By reducing friction in the digital journey, we are making it easier for people to engage with OpenText. Plus, now OpenText gains real-time insights into digital engagement, so we can continually refine content for maximum impact.”

"Good things are coming from all the effort we’re putting into content and the experiences," Hawden added. "Since we went live with the new OpenText.com, we’ve increased digital engagement by 10%, which shows that the new content is resonating with our audiences."

Moving to the cloud and taking advantage of Kubernetes has not only optimized resources, but we are also spending more time innovating instead of managing systems. We are much more efficient and faster to roll-out new versions and meet the needs of the business.

Kent So
Senior Director of Web Development, OpenText

Gained the performance and scale of cloud technology

OpenText continues to improve customer experience via a central hub that unifies products, services, and training on a central digital platform.

Kent So said, “The central hub was a complex project because of the sheer number of back-end systems involved. But with OpenText Experience Cloud, we have the integration capabilities to handle the complexity, centralized customer data, and the performance and scale that comes with modern cloud technologies.”

As the transformation initiative continues, OpenText is confident it has the right foundation to realize its total experience goals. “The end state is a complete and consistent digital experience for all our stakeholders: From customers and prospects, to employees and partners,” concluded Hawden. “The milestones we have achieved show that OpenText Experience Cloud is the optimal platform for our project, and that our vision for an integrated digital experience will soon become a reality.”

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