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Delivering a Continuous Connected Customer Experience
OpenText Customer Experience Suite
OpenText Confidential. ©2015 All Rights Reserved. 22OpenText Confidential. ©2016 All Rights Reserved. 2
The Digital OrganizationIn this digital age, most
buying decisions are being made before contacting a vendor and more and more purchases are done onlineMarketing has to adapt to be more relevant to the customer - utilizing location, situation, and presence
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Digital Natives Expect More
24 / 7 Support
Authentic Conversation
Omni-channel Experience
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55%GainingNewCustomers
45%RetainingCustomers
Tracking & MeasurementWill Become Important
In 2014 Digital Marketers Spent:
$
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The Goal:Digitize the Customer Experience
Reward Loyalty
Embrace Mobile
Connect Visually
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The Problem
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Managing high volumes of diverse digital content is complicated
DisparateDepartments
MultipleChannels
SeparateSystems
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The Solution: Enabling the Digital World
MarketingSales
Service
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Orchestrating the Digital Workplace
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Centralize your digital
assets
Capitalizeon your customer communications
Connecting systems and
channels
Streamline your digital media
supply chain
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Delivering an Omni-channel Experience
Organizations that create a rich and consistent omni-channel
customer experience will thrive in the global
marketplace.
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BUYINGEXPERIENCE
SERVICEEXPERIENCE
COMMUNITYEXPERIENCE
BRANDEXPERIENC
E
MARKETINGEXPERIENCE
DELIVERING A CONTINOUS CONNECTEDCUSTOMER EXPERIENCE
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OMNI-CHANNEL DELIVERY
PRINTSOCIAL
MOBILE
STATEMENTS
WEB
MEDIA
CONTENT PRODUCTION
DELIVER A CONSISTENTEXPERIENCE AT EVERY TOUCH POINTTHROUGH THE CHANNELS THE CUSTOMER PREFERS
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Customer Buying Journey
BUY / ACQUIRE OWN / SERVE
EVALUATE BUY
ADVO
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Marketing
Omni-ChannelCommerce
BrandManagement
CustomerCorrespondence
S A M P L E C U S T O M E R E X P E R I E N C E S O L U T I O N S
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Finance
Bill PresentmentOnline Self-serviceBanking
Shipping Invoices
S A M P L E C U S T O M E R E X P E R I E N C E S O L U T I O N S
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Operations
DigitalOnboarding
PreventiveMaintenance
MediaManagement
S A M P L E C U S T O M E R E X P E R I E N C E S O L U T I O N S
OpenText Confidential. ©2016 All Rights Reserved.
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