Customer Experience Management

September 2011

Chief Marketing Officer

My organization expects me to grow the business

Content Monetization involves

Managing Brand ConsistencyDriving Online ConversionsDistributed Online ChannelsNew Product IntroductionsCustomer Self-Service SitesMarketing Campaign EfficiencyCustomer Communications

My organization expects me to protect it and make information available

Chief Information Officer

4

Information Challenges

5

cost

complexity

reuse

risk

touchpoints

transparency

What do your people expect?

Immersive Experiences

7

8

Rich Media

Social Interactions

Shared Apps

1010

Recommendations

1111

Mobile Access

1212

Personalized Communications

1313

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

“

14

OpenText Customer Experience Management

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