OpenText Core Experience Insights
Improve customer experience with customer insights
Core Experience Insights overview
the customer journey.
OpenText™ Core Experience Insights brings customer experience analytics, visualization, event tracking, reporting and orchestration capabilities to digital experience teams. By aggregating multiple data sources, Core Experience Insights captures event data for analysis and reporting, tracks customer events and adds analytics and visualization for better customer experiences. It orchestrates customer communication events across all touchpoints.
Core Experience Insights let marketers manage and establish great marketing moments across any channel, any customer journey throughout the entire customer lifecycle, from engagement to acquisition, increasing customer satisfaction and retention.
What is Customer Experience analytics?
Customer Experience analytics as a practice combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and channels over time to optimize customer interactions. Journey analytics help companies isolate, quantify, model, and track opportunities to improve customer experience, operational efficiency, and business results. Customer Journey Analytics provide an integrated, individualized view of the customer. Companies can test a wide variety of journey hypotheses in near real time to determine which combinations of interactions will yield the desired business results.
Core Experience Insights features
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Customer interaction and event data collection and storage
Captures and tracks event data across channels and touchpoints from any application and data source and integrates the data stream with an adaptive data schema.
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Data sets specification
Uses a wizard-like process to map a sequence of customer interactions using data sets with the selected customer events, business rules and associated dashboards related to the journey.
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Customer journey view and monitoring
Continuously monitors with intuitive dashboards how journey interactions are performing to allow users to quickly adjust to optimize the journey.
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Customer Journey Orchestration
Integrates with OpenText™ Exstream, OpenText™ TeamSite and OpenText™ Qfiniti to capture events and apply rules to orchestrate and automate the next action based on customer behavior.
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Customer Segmentation
Uses Labels to segment customers based on behaviours, such as “abandoned form” or “visited landing page” to target them with a new interaction based on previous actions.
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Custom drilldown analysis
Provides more granular analysis of customer data, allowing to drill down by country, region, city, etc. Displays results in charts and graphs with a simple click or custom reports.
Core Experience Insights benefits
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Benefit from Artificial intelligence
Leverage AI solutions, for key analysis and insights into customer journey interactions to collect and analyze data in a central hub across marketing content, applications, channels, and devices.
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Visualize customer journeys
Benefit from a comprehensive view of events and touchpoints to gauge campaign performance and adjust to meet marketing goals.
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Automate journey orchestration
Automate next actions based on customer behaviours for greater relevance and efficiency in customer interactions, across all channels and throughout the journey.
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Manage the Customer journey
Manage the customer journey throughout the entire lifecycle, from engaging with the customer to buy through to driving customer retention with greater satisfaction.
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Deploy and use easily
Enjoy a simple process with pull-down menus, pre-populated with the data and sources being tracked by the system, to create comprehensive and successful customer journeys
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Native SaaS application
Get up and running quickly with a cloud-based SaaS application, and benefit from the latest innovations without going through upgrades.