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OpenText Core Experience Insights

Improve customer experience with customer insights

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Core Experience Insights overview

See how marketers can track and visualize events throughout
the customer journey.

OpenText™ Core Experience Insights orchestrates customer communication events across all touchpoints to establish great marketing moments across the entire customer lifecycle. 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. With Core Experience Insights, marketers can better manage the customer journey from engagement through acquisition to increase customer satisfaction and retention.

What is customer experience analytics?

Customer experience analytics help optimize customer interactions for improved customer experiences, operational efficiency and business results. Combining quantitative and qualitative data, users can analyze customer behaviors and motivations across touchpoints and channels over time. Customer journey analytics isolate, quantify, model and track opportunities to provide an integrated, individualized view of the customer. With journey analytics, companies can test a wide variety of journey hypotheses, in near real time, to determine which interaction combinations will yield the desired business results.

Core Experience Insights features

  • Interaction and event data collection and storage

    Captures and tracks event data across channels and touchpoints from any application or data source, integrating the data streams with an adaptive data schema.

  • Data sets specification

    Maps a sequence of customer interactions with selected customer event data sets, business rules and associated journey dashboards using a wizard-like process.

  • Customer journey view and monitoring

    Leverages intuitive dashboards to continuously monitor journey interaction performance to allow users to quickly adjust and optimize the journey.

  • 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.

  • Customer Segmentation

    Labels and segments customers based on behaviors, such as “abandoned form” or “visited landing page”, to target with new interactions based on previous actions.

  • Custom drilldown analysis

    Drills down into customer data by country, region, city and more and displays results in charts and graphs with a simple click or allows for customized reports.

Core Experience Insights benefits

  • Simple, responsive user interface

    Benefit from Artificial intelligence

    Collect and analyze data in a central hub across marketing content, applications, channels and devices to get key analysis and insights into customer journey interactions.

  • ECM integration

    Visualize customer journeys

    Gauge campaign performance and quickly adjust to meet marketing goals with a comprehensive view of events and touchpoints.

  • Cloud content management

    Automate journey orchestration

    Automate next actions based on customer behaviors to offer greater relevance and efficiency in customer interactions across all channels and throughout the journey.

  • ECM collaboration

    Manage the Customer journey

    Manage the entire lifecycle from engaging with customers through to driving customer retention with greater satisfaction.

  • Content archiving solutions

    Deploy and use easily

    Create comprehensive and successful customer journeys with a simple process using pull-down menus, pre-populated with the data and sources being tracked by the system.

  • Intelligent enterprise capture solution

    Native SaaS application

    Get up and running quickly with a cloud-based SaaS application and stay up to date with the latest innovations without going through upgrades.

Contact us to speak with a member of the Digital Experience team