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Customer Experience Management (CEM) software

Create customers for life by delivering intelligent and connected omni-channel experiences with OpenText Customer Experience Management (CEM) software solutions.

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What is customer experience management?

Customer experience management (CEM or CXM) is a set of processes used to track customer interactions throughout the customer journey. CEM allows organizations to gain insight into these customer interactions and optimize each touchpoint to drive loyalty and improve customer lifetime value.

The best customer experience management software enables enterprises to provide customer-centric experiences across all customer interactions at scale, while optimizing operations, control, and compliance of the associated enterprise information and processes.

Experience platform overview

OpenText Experience platform offers a set of integrated CEM solutions that focus on delivering highly personalized content and customer engagement along a continuous customer journey. It helps provide a solid foundation for implementing a successful customer experience strategy.

OpenText Experience 16 is available on-premises and in the cloud to enable better creation, management and publication of secure, personalized and authenticated digital experiences. OpenText Experience ensures each user gets the best experience at every point of interaction, whether physical or digital, on any device throughout every phase of the lifecycle. Experience maximizes the Customer Lifetime Value and delivers a better way to work; addressing better engagement, insight and innovation across customers, partners and employees.

CEM software features

  • Web Content Management (WCM)

    Delivers visual, modern customer experiences both pre- and post-login that are personalized, engaging, and profitable.

    Connects employees, partners and customers with the information they need through optimized processes for managing and delivering content to the web, mobile devices or other media channels.

  • Customer Communications Management (CCM)

    Enables omni-channel personalized communications at scale, driven by business users and business rules, to enhance customer journeys.

    Optimizes the design, management and delivery of physical and digital ultra-personalized, consistent, and compliant communications such as invoices, letters, customer correspondence, statements, policies, and contracts.

  • Forms Automation

    Improves productivity and customer experience of form-based processes by optimizing the capture, validation, processing and management of customer information bridging the physical world of forms with today's digital business world.

  • Experience Analytics

    Uses powerful data visualization software to provide real-time business analytics reports along with customized dashboards that offer actionable insights into customer experiences across the customer journey.

  • Digital Asset Management (DAM)

    Accelerates the creation, collaboration, production, storage and distribution of digital media across the ecosystem of authorized employees, users and partners. Enables digital assets to be tagged with searchable metadata so they can be retrieved, shared, reviewed and edited. DAM helps manage virtually any digital data format including video, images, audio, 3D files, presentations and many more.

  • Voice of the Customer

    Provides actionable insight through customer behavior analytics and interactions through call recording analysis, email communications, social media and more.

  • Workforce Optimization

    Helps drive significant workforce performance and customer service improvements across the call center with fulltime call recording, workforce management, contact center coaching, quality assurance training, call scoring, interaction analysis, and post call surveys.

  • Marketing Optimization

    Maximizes online conversion and revenue by personalizing and optimizing customer experiences on any device through a/b testing, multivariate testing and geo targeting tactics.

Customer success stories

What are the benefits of CEM software?

  • Delight customers

    Design and implement customer experiences that engage customers engage and build closer relationships by continuously evolving, refining and improving their experience.

  • Integrated system of engagement

    Drive value across the organization by automating the creation and distribution of information, media, customer contact programs and more in one solution.

  • Connected experiences

    Ensure the entire customer journey is addressed through complex data manipulation and sophisticated data integrity and governance capabilities—even within heavily regulated industries.

  • Speed time to market

    Get to market up to 85% faster with powerful content management, customization and integration tools as well as powerful collaboration workflows.

  • Automate and optimize customer engagement

    Personalize customer experience automatically and at scale to improve customer engagement and return on investment.

  • Insight out of the box

    Gain insight from all data created within each customer journey to continuously improve your customer experience capabilities with embedded advanced analytics.

CEM Software Products

Get the 2018 Gartner Magic Quadrant for Web Content Management report

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