According to Forrester Research, 63% of marketers use some sort of journey mapping. Yet customer journeys are more complex than ever, requiring more one-to-one personalization across many touchpoints and experiences. This, in turn, requires more data and visibility across all touchpoints, events and interactions. Gaining intelligent insights about your customers’ omnichannel interactions with your product or brand lets you optimize experiences before and after the purchase.
We are pleased to announce OpenText™ Core Experience Insights, our latest SaaS cloud-based solution that extends the value of the OpenText™ Experience Suite Platform with analytics, visualization and reporting capabilities. It turns every customer interaction into an opportunity to gather customer data and gain business insight. Core Experience Insights captures customer communication events from multiple sources – email delivery and interactions, website and mobile activities, data from CRM and more.
Combined with data analysis from Voice of Customer for call centers and social media, Core Experience Insights provides a comprehensive view of the customer journey. This allows you to build greater customer success and continuously improve customer satisfaction.
Capture omnichannel data streams
Core Experience Insights easily connects to data sources via APIs to capture customer event data. The data is stored securely using encryption at rest for current and historical analysis. An “adaptive schema” allows data from all the different sources to be organized and used. Schema management allows changes to be made to user schemas, and each source shows its events that are being tracked in a pull-down menu. Out-of-the-box integration is available with OpenText Teamsite to easily collect and track event data and add value.
Create a customer journey
In Core Experience Insights, data sets are based on specific identifiers such as a campaign ID and can be used to create a customer journey. Users can define customer journey events to capture across any channel, such as emails opened or visits to a landing page.
Users can use labels to segment customers based on actions, such as “abandoned form” or “visited landing page” so these customers can be specifically targeted with a new communication or campaign.
Visualize journey data
Next, users can create visualizations from the data and events in dashboard templates. Dashboards can be viewed by users independently on the home page, and users can generate reports as point-in-time or historical views to share with others.
Drill down with custom analysis
Finally, users can get more granular information from data by drilling down with custom analysis. For example, if a campaign tracks all emails delivered, Custom Analysis lets you drill down to see emails delivered by country, region, city, postal code. In a graph or chart, a simple click lets you see the Custom Analysis drill down data results.
To find out how Core Experience Insights can help guide your journey visit, visit our website for a quick walkthrough video and for more information.
Accelerate your upgrade and reduce risk by working with OpenText Professional Services. Customers who have Professional Services-led upgrades report 75% fewer queries to Customer Support. Let our experts work with you to assess the current environment and prepare recommendations for a successful upgrade, whether on-premises, in the OpenText Cloud, in other company’s clouds or in a hybrid environment.