旅程管理和 AI 正在改變客戶體驗了解 CIO 文件中的方法
為什麼選擇 OpenText Core Journey？
透過統一溝通、訊息和旅程協調，擺脫碎片化的體驗。作為 OpenText Experience 產品組合的一部分，OpenText Core Journey 可協助團隊提供連結內容、自動化互動並推動留存率。
- 經過驗證
透過跨通路的統一旅程留住更多客戶
組織將提升客戶留存率視為全通路互動平台成功的關鍵指標，而 OpenText Core Journey 則是實現此一目標的絕佳選擇。 - 積極主動
將續約（保單、訂閱等）轉換為客戶留存機會
主動觸發個人化續約流程，精準回應客戶需求，並持續維繫客戶關係。
觀看實際應用 - AI 驅動
利用 AI 與基於規則的邏輯自動化決策
利用次佳行動觸發情境化且個人化的體驗，在客戶離開前強化互動。
了解 Aviator AI
使用案例
OpenText Core Journey 讓行銷、客戶體驗和業務團隊能協調持續的客戶認知、決策和留存互動。與客戶建立品牌信任、信心和長期關係。
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從任何渠道收集行為數據，以提供旅程洞察，並在各業務功能中實現實時自動化。
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建立儀表板，揭示客戶如何參與從認知到轉換的每個步驟，幫助團隊識別流失、提升轉換率，並優化體驗。
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利用行為觸發的工作流程和業務規則，自動化所有數位及輔助渠道的最佳後續行動。
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獲得您所需的可視性，以便直接對關鍵意識、決策和留存事件的客戶需求和顧慮進行溝通。建立品牌信任、信心和長期合作關係。
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使用旅程分析和即時信號來識別高風險客戶，並主動降低流失率。
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根據偏好和即時行為，在所有關鍵渠道和應用程式中觸發個性化的通信推廣。
主要功能
充分利用為靈活性和洞察力而設計的客戶旅程管理軟體的先進功能。
統一的參與
透過單一介面，讓團隊可設計、推出並最佳化溝通、訊息傳遞及客戶旅程，進而降低複雜性並加速執行。
事件驅動協調
根據從不同來源提取的互動資料，建立客戶旅程。旅程包含精選的客戶事件，以及條件式和後續行動，並在每個資料點提供深入洞察。
AI 就緒的旅程洞察
透過旅程中繼資料和指標，推動即時分析、旅程自動化、個人化體驗，以及對次佳行動的建議。
旅程編輯和最佳化
允許團隊在不重設效能指標的情況下更新客戶旅程，進而實現持續改進。
事件資料擷取
追蹤來自任何渠道的客戶事件和行為數據，以推動互動決策並觸發個性化體驗。
儀表板報告
建立即時儀表板，幫助商業用戶監控整個旅程中的績效下降和轉換，並做出明智的決策。
無縫整合
連接至 OpenText Experience Cloud 和第三方系統，以統一客戶旅程管理工作流程。
加速 OpenText Core Journey 的價值
部署
探索適用於任何規模全球組織的可擴展和彈性部署選項。
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透過客戶成功經理簡化雲端入門與採用程序
公共雲服務
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釋放資源、優化效能，並快速處理問題
OpenText 離線雲端管理服務
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透過專家指導，讓您的私有雲投資發揮最大效益
OpenText 私有雲端
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分析客戶旅程資料
OpenText Developer Cloud 的 API
整合
無縫接入您現有的行銷技術堆疊，並具備廣泛的整合功能。
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OpenText Core Communications
了解 AI 如何徹底改變從客戶溝通內容創作到文件無障礙解決方案等領域
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OpenText Core Messaging
智慧訊息傳遞。多個渠道。一個解決方案。
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OpenText Communications
將通訊轉化為引人入勝的客戶體驗
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OpenText Web CMS
利用領先的 CMS 提升跨通路的網路體驗
服務
透過認證專家的指導加速數位轉型。
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透過認證專家使您的資訊管理現代化
專業服務
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將支援轉化為您的策略優勢
支援服務
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透過專家指導、託管服務等，達成商業目標
客戶成功服務
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透過專業的 IT 服務管理釋放您的內部團隊
管理服務
合作夥伴
OpenText 協助客戶找到合適的解決方案、適當的支援和適當的結果。
全球系統整合商（GSI）
這些 GSI 均已接受 OpenText 解決方案的培訓和認證，提供的服務可提升獨立解決方案的價值。
訓練
OpenText學習服務提供全面的賦能和學習計劃，加速知識和技能的提升。
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無限次使用個人化等級的訓練，滿足您的需求
學習訂閱
社群
探索我們的 OpenText 社群。與個人及公司聯繫以獲得見解和支持。參與討論。
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探索想法、參與討論並拓展人脈
OpenText 的論壇
高級支援
透過專業團隊，為您的複雜 IT 環境提供關鍵任務支援，從而最大化發揮 OpenText 解決方案的價值。
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獲得技術和策略專家的個人化一對一協助
高級支援
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
