Most everyone agrees that providing a superior customer experience is a strategic imperative for enterprises across many industries. Numerous studies and reports indicate it is one of the most pressing topics for CEOs, CMOs and anyone concerned about customer retention and satisfaction. It was certainly a significant part of the conversations at the Document Strategy Forum in Boston last week. Many sessions focused on the importance of companies interacting with customers where they want to be engaged, leveraging analytics for intelligent communications and delivering highly personalized and relevant content.
It also was apparent that many CX professionals recognize that while the volumes of print and mail they produce is declining, it is still an essential communications channel. In fact, printed bills enjoy a 97% open rate, making them the most effective touchpoint for delivering a great customer experience. Regulators in some industries, like banking and insurance, still mandate that certain communications must be printed and mailed. Managing traditional digital channels side-by-side without wasted or redundant effort is a key success factor for companies. So if an omnichannel, enterprise-wide customer communications management strategy is at the top of everyone’s list, how do you know which vendor to pick?
OpenText™ was recently named as a 2018 CCM Leader in the debut edition of the Aspire Leaderboard for CCM, an interactive, online vendor evaluation tool for customer communications management solutions. The Aspire Leaderboard is designed to provide rich and relevant vendor evaluation, with analyst insights in a platform that enables the sharing of best practice information and helps end-users find the best software vendors for their business.
“OpenText was named an Overall Leader in the 2018 Aspire Leaderboard for CCM, based largely on enhancements it has made to its OpenText Exstream offering. This includes the addition of process orchestration and analytics capabilities, as well as building out its business user-driven content management functionality through new developments such as the online Content Author. We were also impressed with the company’s vision to provide cross-suite integration services, supported by its emerging cloud microservices integration platform.” Kaspar Roos, CEO & Founder, Aspire.
OpenText Exstream has consistently been recognized by analysts in this space as a leader for over 10 years. We invite you to take a look at the results of Aspire’s analysis here.