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OpenText Core Experience Insights

Score6.8 out of 10

7 Reviews and Ratings

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What is OpenText Core Experience Insights?

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. The vendor states that with Core Experience Insights, marketers can better manage the customer journey from engagement through acquisition to increase customer satisfaction and retention.

Categories & Use Cases

Reviews

What users are saying about OpenText Core Experience Insights.
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OpenText core to improve customer lifecycles

Incentivized
Russell PabonView profile
Digital Marketing Manager in Marketing at Jomsy Fashion (1001-5000 employees employees)

Use Cases and Deployment Scope

I've been using Opentext core Experience Insights almost daily for the past three years to deliver satisfactory customer experiences. We use Opentext core insights in the marketing team to aggregate multiple data sources, core experience insights in the customer lifecycle. It has helped us maintain our brand and achieve business results by improving our customers' journeys right from acquisition through to satisfaction and retention.

Pros

  • It utilizes data sets specifications to map the sequence of customer interactions effectively.
  • It captures and tracks events data across multiple channels i.e. Exstream and teamsite.
  • The dashboard displays the journey interaction performance so well that we are able to visualize, adjust and optimize the journeys.

Cons

  • While doing a custom drilldown to show data by regions, results are displayed in clunky graphs with no good appeal.

Return on Investment

  • Automating journey orchestration based on relevance and behaviors to improve customer interactions.
  • Effective management of the entire customer lifecycles.
  • Maintaining the quality of our brand through satisfactory experiences.

Other Software Used

Veeam Backup & Replication

Great for small companies

Incentivized
Verified User
Consultant in Information Technology (10,001+ employees employees)

Use Cases and Deployment Scope

We use OpenText Core Experience Insights to deliver and monitor customer campaigns across any channel. Thanks to its powerful data visualization tool and the ability to integrate with several sources it has quickly become one of the most important players in this field. OpenText Core Experience Insights is one of the most chosen solutions by our customers.

Pros

  • Deliver email campaign.
  • Get data insights.
  • Visualize and present data efficiently.

Cons

  • Connection with even more marketing and CRM tools.
  • Offer a free trial to test the tool.
  • Leverage on partners to grow products capabilities.

Return on Investment

  • Strategic effectiveness.
  • Cost reduction.
  • Conversion increase.

Alternatives Considered

Adobe Marketing Cloud

Other Software Used

Adobe Marketing Cloud, Pardot

OpenText Core Experience Insights Review

Incentivized
Verified User
Account Manager in Sales (1001-5000 employees employees)

Use Cases and Deployment Scope

OpenText Core Experience Insights helped us by

1. Automated data collection - Use web-scraping and parsing for data harvesting where the search is keyword-based and, the content and data extractions are required from various websites. Implemented for diverse requirements: Social media tracking Image recognition Pricing comparison Competitor content mapping e-Commerce products’ cataloging etc.

2. Automated process and analysis of data - Used for information sourcing through advanced web scrapping, de-duplication, and smart tagging, coupled with human intervention for information validation• Implemented for various projects such as:› Market and sales intelligence› Competitor tracking› Management moves› Social media tracking› Customized information sourcing.

Pros

  • Automated data collection
  • Automated process and analysis of data
  • Automated dashboards and reporting

Cons

  • Image recognition
  • Sentiment analysis
  • Language translation

Return on Investment

  • Explored the opportunities for different levels of collaboration and open innovation.
  • Regularly evaluate emerging start-ups’ offerings and find synergies with our own portfolio.
  • Build new systems and work on innovative technologies.

OpenText is Great for a Growing Company!

Incentivized
Verified User
Manager in Marketing (201-500 employees employees)

Use Cases and Deployment Scope

Being a $100M company, we've been very successful from word of mouth and taking care of our customers. However, the larger we grow as an organization, the more complicated it is to pin point the customer journey and at what point they feel delight and at what point they feel challenge. OpenText Core Experience Insights takes all of our analytics into one platform to help guide us through the buyers journey.

Pros

  • Helps to determine our lead scoring
  • Captures analytics accurately from multiple channels
  • Helps us to visualize at what point leads will turn into sales

Cons

  • Difficult to update
  • Clunky workflow module
  • Need to know coding

Return on Investment

  • Return on Investment due to manual processes
  • Analytics have improved our sales score
  • Increased revenue due to predictive analytics

Alternatives Considered

Acquia Digital Experience Platform

Try it out, but with caution

Incentivized
Verified User
Employee in Information Technology (10,001+ employees employees)

Use Cases and Deployment Scope

Work and collaborate with other teams and especially other roles (like translation or quality management). The main aspect is the sharing of documents, ideas, and data across different departments. Especially the integration with Microsoft 365 is really helpful for our needs.

Pros

  • content management
  • digital asset management
  • customer communication

Cons

  • voice and contact center
  • analytics and ai
  • processes and collaboration

Return on Investment

  • No changes till now, as we do not have used it long enough

Alternatives Considered

Adobe Experience Manager

Other Software Used

Jira Work Management (Jira Core), GitHub, Microsoft 365 (formerly Office 365)