Solutions

Customer Experience Management (CXM) for Communications

Improve customer experience, customer communications management, and customer lifetime value

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10X
CX leaders are 10 times more likely to invest in customer experience management (CXM) to realize better business outcomes[1]

Customer communications are evolving

See how to deliver rich, hyper-personalized customer experiences

Customer experience management streamlines and integrates experiences, media, communications, messaging, and data into one powerful customer experience platform. Elevate your customer interactions with a cohesive solution designed to seamlessly optimize experiences and enhance engagement.

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Conversational experience delivery

Tap into generative AI, deliver mission-critical messages on the preferred channel while connecting all touchpoints to uncover customer journey insights and drive next best action.

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    Future-proof CXM capabilities

    Leverage data and analytics to gain valuable insights into customer experience trends, needs and drivers, enabling better understanding and increased satisfaction.

  • Improve customer communication relevancy and conversion rates

    Don’t miss opportunities with limited segmentation capabilities. Employ AI, embedded CDP and analytics to deliver relevant, hyper-personalized customer communications in context.

  • 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 platform for consistency across the customer journey.

  • Drive operational efficiencies

    Choose a cost-effective, cloud-based communication system to lower hardware and maintenance costs and pay for only what you use.

  • Scalability

    Choose a scalable CXM solution for high-volume, complex and omnichannel customer communications.

Impact your business and elevate customer experience

  • 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 journey insights

    Sales and marketing teams need to grow revenue. Without customer journey insights into preferences and behaviours, up and cross-sell opportunities are missed. Use AI and analytics to deliver relevant, hyper-personalized customer experiences.

  • B2B, B2C and B2E communications

    Brands are tasked with building consistency. Different systems duplicate efforts and waste resources. Build a strategic communications Center of Excellence (CoE) to bridge silos, increase productivity, and improve the total experience.

  • Omnichannel messaging: Email, SMS, WhatsApp and more

    Customers expect to get relevant news and information on their channels of choice. Providing an omnichannel strategy can improve customer retention by 91%.

  • Increase responsiveness

    Businesses must provide a consistent customer experience. Without a cohesive view, it is challenging. Seamlessly share data between departments to deliver the right content, on the right device, at the right time, across the customer journey.

  • Important integrations

    Businesses use multiple applications. Finding solutions that can’t integrate with ERPs, CRMs and other data systems compromises operational efficiency. Leverage a single solution that integrates with leading applications.

Customer experience success stories

See how customers are succeeding with a communications and CXM platform that is cloud-native, scalable and built for the enterprise.

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Broadridge logo

Broadridge personalizes billions of communications per year

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TIM S/A logo

TIM S/A optimizes customer invoicing

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Acuity logo

Acuity streamlines personalized, multi-channel correspondence

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FAQ

Customer Experience Management is the practice of designing and optimizing all customer interactions with a brand to enhance satisfaction and build loyalty. It's crucial because positive experiences drive customer retention, advocacy, and overall business success.

Effective communication is fundamental to CXM as it shapes customer perceptions. Clear and consistent communication across all touchpoints ensures customers feel understood, valued, and informed throughout their journey with a brand. Communications are the foundation of building deep and long-lasting customer relationships.

Businesses can use communication tools like chatbots, personalized messaging, an embedded customer data platform (CDP) and automated responses. Integrating Customer Relationship Management (CRM) systems enables a seamless flow of customer data, allowing for more personalized communication in context. Using technology enables companies to serve up the next best offer, action, or channel to guide customers in the direction they want to go.

Siloed communication channels, inconsistent messaging, a lack of customer data integration and the need for real-time updates can be obstacles to consistency. Integrating communication channels, employing a unified messaging strategy with a Center of Excellence (COE) model, tapping into a customer data platform (CDP) and using omnichannel platforms can help organizations overcome these challenges.

Explore the components of the solution

Products

OpenText offers a solution to improve relevancy, consistency, and responsiveness:

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

Conversational Experience Delivery

Read the overview

Personalize the customer journey for all your digital channels

Watch the video

Preparing for the shift from CCM to CXM

Read the guide

Conversational Experience Delivery

Read the blog

Outsourcing vs. insourcing customer communications

Read the blog

The road to digital-first communications

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

Rethinking the retail banking customer experience

Read the eBook

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Footnotes

Footnotes

  1. [1]Aspire Customer Communications Services, 2023.