How SaaS-based Application Optimizes Customer Journey

A modern SaaS-based application is optimizing customer journey helping marketing leaders boost revenue, improving customer experience. 

FREMONT, CA: “Modern, insight-driven marketing requires visibility into campaign performance across the customer journey. Customer behavior and satisfaction are driven by a complex set of interactions, so smart marketing decisions require truly omni-channel insights,” says Patricia Nagle, Chief Marketing Officer of OpenText. “We built Core Experience Insights to give market leaders visibility into their customers’ experiences from the first click to the final purchase decision.” A global pioneer in Enterprise Information Management (EIM), OpenText, has released OpenText Core Experience Insights. It is a SaaS-based application, offering full visibility to marketing leaders over their customer’s journey. From website communication to email engagement, social media content to call center performance, OpenText Core Experience Insights is enabling marketing leaders to intensify better consumer experience.

Core Experience Insights is formed on OpenText OT2 that traces data from various sources. Throughout the customer lifecycle, the new platform offers modern and historical visualizations across channels, integrating data from various systems such as call center management, customer communication management, and web content management. OpenText Explore provides a 360-degree view with the Voice of Customer application, including sentiment analysis of customer feedback received across every channel. Core Experience Insights makes use of AI and analytics to share campaigns and content that works best by elevating performance concerns, allowing for calibration and improvement. With this, marketers are smartly optimizing consumer journeys to improve customer experience and generate revenue.

“OpenText developed Core Experience Insights to help marketing leaders capture customer interaction data from siloed sources across all touchpoints,” says Muhi Majzoub, EVP and Chief Product Officer of OpenText. “With powerful data analysis and customer journey mapping at their fingertips, marketers can strategically tailor customer journey interactions to gain an information advantage.”

OpenText is a leader in enterprise information management, facilitating businesses to grow faster with lower operational costs with its products. The company mitigates security risks and information governance by intensifying business insight, influence, and process agility. OpenText enables intelligent and connected enterprises by managing, gaining, leveraging, and securing insight into enterprise information, both on-premise or cloud-based.