Customer experience management (CEM or CXM) is a set of processes used to track customer interactions throughout the customer journey. CEM allows organizations to gain insight into these customer interactions and optimize each touchpoint to drive loyalty and improve customer lifetime value.
The best customer experience management software enables enterprises to provide customer-centric experiences across all customer interactions at scale, while optimizing operations, control, and compliance of the associated enterprise information and processes.
Experience platform overview
OpenText™ Experience platform offers a set of integrated CEM solutions that focus on delivering highly personalized content and customer engagement along a continuous customer journey. It helps provide a solid foundation for implementing a successful customer experience strategy.
OpenText Experience 16 is available on-premises and in the cloud to enable better creation, management and publication of secure, personalized and authenticated digital experiences. OpenText Experience ensures each user gets the best experience at every point of interaction, whether physical or digital, on any device throughout every phase of the lifecycle. Experience maximizes the Customer Lifetime Value and delivers a better way to work; addressing better engagement, insight and innovation across customers, partners and employees.
Enables omni-channel personalized communications at scale, driven by business users and business rules, to enhance customer journeys.
Optimizes the design, management and delivery of physical and digital ultra-personalized, consistent, and compliant communications such as invoices, letters, customer correspondence, statements, policies, and contracts.
Improves productivity and customer experience of form-based processes by optimizing the capture, validation, processing and management of customer information bridging the physical world of forms with today's digital business world.
Uses powerful data visualization software to provide real-time business analytics reports along with customized dashboards that offer actionable insights into customer experiences across the customer journey.
Accelerates the creation, collaboration, production, storage and distribution of digital media across the ecosystem of authorized employees, users and partners. Enables digital assets to be tagged with searchable metadata so they can be retrieved, shared, reviewed and edited. DAM helps manage virtually any digital data format including video, images, audio, 3D files, presentations and many more.
Helps drive significant workforce performance and customer service improvements across the call center with fulltime call recording, workforce management, contact center coaching, quality assurance training, call scoring, interaction analysis, and post call surveys.