Solutions

Experience Platform for Communications

Improve customer experience, enhance customer communications and boost lifetime value

41%
faster revenue growth among companies that provide consistently relevant omnichannel customer experiences[1]

Communications are changing

See how to deliver rich, ultra-personalized customer experiences

The pandemic has shifted the communications dynamic between organizations and their customers. Consumers demand personalized, interactive, omnichannel digital experiences. However, many organizations still operate from silos, resulting in disjointed communications that frustrate customers, damage brand loyalty and risk lost business.

Experience Platform for Communications solutions help organizations jumpstart their digital transformation and improve customer experiences with an omnichannel modernization strategy that attracts, retains and delights customers.

Get premium access to the 2022 Aspire Leaderboard

Achieve better ROI with a CXM solution

A recent IDG survey of marketing firm business and IT executives reveals both their main objectives and biggest pain points in delivering client messages. Discover solutions for running campaigns more efficiently and effectively.

  • Boost customer retention

    Leverage data to gain invaluable insights into customer needs and drivers, enabling better understanding and increased satisfaction.

  • Enhance customer engagement

    Create hyper-personalized customer communications across channels to improve message relevance, engagement and conversion rates.

  • Deliver seamless customer experiences

    Eliminate friction and frustration by enabling seamless and cohesive omnichannel conversations with customers as they switch from one channel to another.

  • Improve messaging consistency

    Bring marketing, service and transactional communications together in a single customer experience management (CXM) platform for consistency across the customer journey.

  • Drive operational efficiencies

    Build a strategic customer communications Center of Excellence (CoE) to bridge organizational silos, reduce costs and improve responsiveness.

  • Eliminate departmental silos

    Seamlessly share data between departments and business units to send relevant messages on any channel at any point of the customer journey.

Business impacts

  • Customer view

    Organizations gather customer data from multiple sources. This results in data conflicts, duplications and other discrepancies that make it hard to gain a complete and accurate view of the customer. Unify data for a single source of truth.
  • Customer insights

    Sales and marketing teams need to grow revenue. Without shared insight into customer preferences, behaviors and interests, they miss opportunities to upsell and cross-sell. Leverage AI and analytics to deliver relevant, personalized offers.

  • B2B, B2C and B2E communications

    Organizations communicate with customers, employees, partners and suppliers. Using different systems results in increased costs, duplicated efforts and wasted resources. Unify B2B, B2C and B2E portals to optimize productivity and experiences.
  • Omnichannel messaging

    Today’s customers expect to be able to handle online interactions through their chosen channels. Providing omnichannel options often involves IT and complex processes. Easily create and optimize omnichannel customer experiences.

  • Customer journey orchestration

    Businesses must provide a consistent experience at every touchpoint. Teams and business units use separate systems to manage their part of the customer journey, causing inconsistent messaging. Bridge silos to improve customer experiences.

Customer experience success stories

See how customers are succeeding with Experience Platform for Communications solutions.

See more success stories
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Broadridge personalizes billions of communications per year

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TIM S/A optimizes customer invoicing

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Acuity streamlines personalized, multi-channel correspondence

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Explore the components of the solution

Products

OpenText offers a choice of products to enhance customer experience management:

Professional Services

OpenText Consulting Services combines end-to-end solution implementation with comprehensive technology services to help improve systems.

Resources to enhance employee and customer experiences

Top 5 benefits of digital customer experience management tools

Read the blog

Focus on customer experience to stand out from retail banking competitors

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4 tips for tracking customer experience KPIs

Read the blog

Elevate and personalize citizen experiences

Read the overview

Transforming utility customer experiences

Read the brief

Healthcare: Improve patient and member experiences

Read the overview

Learn where OpenText ranks in the 2021 Aspire Leaderboard

Read the report

Footnotes

  1. [1]Aspire, The Future State of Omni-channel Customer Communications (Part 1), Nov. 2021