customer experience management - opentext
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Customer Experience Management
September 2011
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Chief Marketing Officer
My organization expects me to grow the business
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Content Monetization involves
Managing Brand ConsistencyDriving Online ConversionsDistributed Online ChannelsNew Product IntroductionsCustomer Self-Service SitesMarketing Campaign EfficiencyCustomer Communications
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My organization expects me to protect it and make information available
Chief Information Officer
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Information Challenges
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cost
complexity
reuse
risk
touchpoints
transparency
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What do your people expect?
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Immersive Experiences
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Rich Media
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Social Interactions
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Shared Apps
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Recommendations
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Mobile Access
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Personalized Communications
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Personal messages that demonstrate you know who they are... increases customer satisfaction and decreases customer churn
Customer satisfactionratings have already increased, from a rating of 6.2 to 7.5 On a 10-point scale”
AGIS-Health Insurer
“
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OpenText Customer Experience Management
SocialSafeCompliantMobileAutomatedIntegrated
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