What is customer experience management?
Customer experience management (CEM) is the practice of designing and reacting to customer interactions to meet or exceed their expectations for greater customer satisfaction, loyalty and advocacy.
Customer experience management platforms offer a set of solutions to create and deliver omnichannel experiences and track customer interactions throughout their journey. They help organizations collaborate better and execute faster to deliver highly personalized experiences, at scale.
Experience platform overview
OpenText™ Customer Experience platform empowers Marketing and Line-of-Business teams to augment the current systems of record, such as MRM, CRM and ERP, capabilities to intelligently create, individual experiences for true data driven omnichannel experiences at scale.
OpenText Experience Cloud Edition solutions are available on-premises and in the Cloud to offer the freedom and flexibility organizations need to deploy their solutions quickly.
CEM software benefits
Improve customer experience
Optimize operations and embrace new business digital models to fuel growth through a sustainable differentiation.
Augment and bridge customer’s current transactional systems to intelligently create, personalize, deliver, monitor and enable insight-driven, true anonymous and authenticated omnichannel experiences.
Rely on market leading CEM solutions
Leverage best of breed, integrated, open and scalable an Omnichannel Experience Platform (Headless) powered by AI or ML.
Transform business at individual pace
Enable a pragmatic, high value and low risk approach to support customer’s digital transformation strategy.
CEM Software Products
Web content management software (WCMS)
Delivers personalized, omnichannel digital experiences through an intuitive and flexible enterprise web content management system.OpenText™ TeamSite
Website optimization tool
Build specific target audiences and perform A/B and multivariate testing to identify what content resonates best.OpenText™ Optimost™
Customer communications management (CCM) software
Promotes customer engagement through the design and delivery of personalized omnichannel communications.OpenText™ Exstream™
Output Management Software
Provides assured delivery of business-critical documents to a variety of endpoints, including printers, fax, online portals and FTP.Output Server
Digital asset management (DAM) software
Store multimedia files including photos, videos, audio and other critical resources integral to enterprise marketing and campaign activities in an Enterprise DAM software solution and repository.OpenText™ Media Management
Creative team collaboration software
Boost creative review cycles with a centralized platform to easily annotate, preview and share large files with internal teams and agencies.OpenText™ Hightail™
Customer journey insights
Capture customer event data, from any channel, application or device. Map customer journeys and track customer activity.OpenText™ Core Experience Insights
Voice of the Customer tools
Use speech analytics and discovery, text analytics and customer interaction to gain insight into customer experiences and behaviors.OpenText™ Explore
Call center software
Get insights into customer intelligence through dedicated add-on modules for all your contact center management needs.OpenText™ Qfiniti
Form builder software
Create digital forms that capture critical business information and data to improve productivity, customer service and workflow management.OpenText™ LiquidOffice™
Document capture software
Capture, classify and extract unstructured data from paper and digital forms automatically with powerful electronic data capturing tools to help eliminate manual data entry and sorting.OpenText™ TeleForm™
Experience analytics software
Enhance digital experience applications with embedded analytics and predictive analytics insights.OpenText™ Experience Analytics
Manage the digital experience with a range of integrated best-of-breed solutions, covering omnichannel content and communication creation and delivery, as well as customer insight analytics.OpenText™ Experience Platform