旅程管理和 AI 正在改變客戶體驗了解 CIO 文件中的方法
使用客戶旅程管理軟體提供驚人的體驗
真正吸引人的客戶體驗始於從客戶互動中擷取的數據中獲得的洞察和分析。CX 專業人員如何獲得所需的即時分析和協調，以建立客戶期望的高度個人化溝通？
Designed for CX teams, communication analysts, and business users, OpenText™ Core Journey collects and analyzes event data across channels, devices, and applications. Map and automate next-best actions with AI-powered dashboards and easy-to-use orchestration tools. And boost retention using the new Engagements functionality to design, orchestrate, and continuously optimize customer journeys—all through a single unified dashboard.
為什麼選擇 OpenText Core Journey？
Move beyond fragmented experiences by unifying communications, messaging, and journey orchestration. As part of the OpenText Experience portfolio, OpenText Core Journey helps teams deliver connected content, automate engagements, and drive retention.
- 經過驗證
Keep more customers with unified journeys across channels
Organizations cite improved customer retention as a key metric of success for omnichannel engagement platforms, and OpenText Core Journey delivers. - 積極主動
Turn renewals (policies, subscriptions, etc.) into retention opportunities
Proactively trigger personalized renewal journeys that speak directly to your customers’ needs and keep them on board.
觀看實際應用 - AI 驅動
Automate decisions using AI and rules-based logic
Use next-best actions to trigger contextual, personalized experiences that reinforce engagement before customers leave.
Learn about Aviator AI
使用案例
OpenText Core Journey enables marketing, CX, and business teams to orchestrate continuous awareness, decision, and retention interactions. Build brand trust, confidence, and long-term relationships with customers.
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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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Get the visibility you need to directly speak to customer needs and concerns for key awareness, decision, and retention events. Build brand trust, confidence, and long-term relationships.
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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。
Unified engagements
Reduces complexity and accelerates execution by allowing teams to design, launch, and optimize communications, messaging, and journeys via a single interface.
Event-driven orchestration
Creates customer journeys from interactions pulled from different sources. The journey contains selected customer events as well as conditional and follow-up actions with insights at every data point.
AI-ready journey insights
Drives real-time analysis, journey automation, personalized experiences, and recommendations for next-best actions through journey metadata and metrics.
Journey editing and optimization
Allows teams to update customer journeys without resetting performance metrics, enabling continuous improvement.
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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Analyze customer journey data
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
Learn how AI can transform everything from customer communications content creation to document accessibility solutions
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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 infographicCustomer 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
