Core Experience Insights overview
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.
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
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.
Visualize customer journeys
Gauge campaign performance and quickly adjust to meet marketing goals with a comprehensive view of events and touchpoints.
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.
Manage the Customer journey
Manage the entire lifecycle from engaging with customers through to driving customer retention with greater satisfaction.
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.
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.