Experience is everything: in fact, most customers rank it above all else. A full 73% say it is the #1 factor they consider when making purchase decisions.1 Strategic digital leaders know an exceptional customer experience is the secret to expanding market share, establishing brand loyalty and driving revenue opportunities. But getting it right is difficult with data silos, disparate systems and legacy tech fragmenting journeys.
The modern customer wants it all and they want it now. They want to engage seamlessly on the channels of their choice and interact with deeply personalized offers. Think of experiences as conversations in the context of a full customer relationship: between a consumer and a business, a citizen and a government or a patient and a healthcare provider. The best conversations are proactive, empathetic, engaging, bi-directional and of course, secure and trusted.
OpenTextTM Experience Cloud Edition 24.4 is here to help organizations reimagine conversations with innovations in communications, messaging, customer data and journeys and fax. Here is a breakdown of the standout new innovations and what they mean:
- 1. Inspiring and personalized content is essential for delivering world-class customer experiences. In OpenText Experience Cloud 24.4, we introduce a new, easy way to manage engaging rich media across all channels with built-in compliance to protect brand value.
- 2. Conversations can now be easily expanded to more mobile channels including Rich Communications Services (RCS) and WhatsApp. Plus, new cloud fax innovations help customers modernize to new ways of operating and ensure secure communications are part of the overall customer experience.
- 3. We are bringing forth more data options for journeys and personalization with preference management. So, in addition to segment and profile data, preference management is available in OpenText Experience Cloud 24.4 for both OpenTextTM Communications (ExstreamTM) and OpenTextTM Web CMS experiences.
- 4. Upgrading your customer communications doesn’t have to be a headache. With the latest OpenText Communications tools, employees get a smoother, more intuitive way to handle customer interactions, which is key for organizations looking to refresh their CX approach. If you’ve been eyeing an update for that old CCM system, now’s the perfect time—new migration tools make the switch easier than ever, automating the heavy lifting so you can focus on what really matters: connecting with customers.
The new product features powering new conversations include:
OpenText Core Digital Asset Management (DAM)
Boost productivity, agility, and brand consistency with cloud-native multi-tenant SaaS DAM. New in 24.4, OpenText Core DAM streamlines the creation and distribution of rich media assets. It integrates seamlessly with leading business applications, offers AI-powered media analysis for automatic metadata tagging, and image generation from OpenText Aviator GenAI to inspire creators. OpenText Core DAM is easy to use, scales with your business, and securely manages all types of rich media assets.
OpenText Core Messaging
New messaging channels include RCS to provide both rich media experiences, like adding eye-catching images into your messages, and a branded profile so customers can readily identify who you are. Companies can also expand their omnichannel communications presence to WhatsApp – one of the most popular messaging services globally.
OpenText Customer Data and OpenText Core Journey
Imagine having all your customer data in one place and actually being able to use it in real-time to create seamless, personalized experiences. With the latest updates in profile and preference management, it’s easier than ever to tap into unified data and craft customer journeys that feel smooth from start to finish. From first impressions to lasting loyalty, these new tools help you turn insights into action across the entire customer experience.
OpenText Communications
New enhancements make it easier to manage communications jobs and use data to orchestrate customer journeys. Migration tools and processes help ease modernization initiatives by smoothing the path to the cloud. Transform at your own pace with cloud-native architecture with the flexibility to manage and support a multi-cloud approach.
OpenText Fax (RightFax) & OpenText Core Fax
OpenText wants you to reimagine fax, read how to do it. New in 24.4, OpenText Core Fax offers the combination of security certifications, ease of use, and a strong portfolio of integrations to multi-function printers (MFPs) and Electronic Health Record systems so your workers can connect to the information they need to do their jobs. OpenText Core Fax also offers tools and processes to easily migrate fax operations from on-premises to the cloud.
Unlock the power of personalized conversations at scale
Join us and our community of customers to discover what it means to reimagine conversations. Picture using OpenText Experience Cloud to send personalized promotions at scale with integrated email and SMS campaigns. Consider using WhatsApp for real-time support, ensuring customers receive assistance with inquiries or issues quickly. Seamless communications not only enhance customer experience but also drive higher conversion rates and stronger customer loyalty.
- Forbes, The Evolving Landscape of Customer Experience, 2023.
