SOURCES
*Forrester Research, Inc., The State Of Digital Customer Experience Technology, 2013, May 2013
†Forrester Research...
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OpenText - infographic

  1. 1. SOURCES *Forrester Research, Inc., The State Of Digital Customer Experience Technology, 2013, May 2013 †Forrester Research, Inc., Mobile Is The New Face Of Engagement, February 2012 ‡Forrester Research, Inc., The Business Impact of Mobile Engagement, December 2012 **Aberdeen Group, Next-Generation Customer Experience Management, March 2013 www.OpenText.com 20 YEAR PEDIGREE 70 CORPORATELY RECOGNIZED AWARDSover 3 years 26 EXCLUSIVE PATENTS 19 WEB CONTENT MANAGEMENT PATENTS 10ANALYTICS PATENTS 11PERSONALIZATION PATENTS 20COACHING PATENTS 10E-MAIL MARKETING PATENTS WEB EXPERIENCE MANAGEMENT BEST IN CLASS COMPANIES THAT UNDERSTAND THEIR BUYER, DEVELOP PERSONALIZED PRODUCTS AND SERVICES AND CREATE COMPELLING EXPERIENCES SEE THE FOLLOWING INCREASES: 88%CUSTOMER RETENTION RATE 31% PERSONAL PRODUCTS AND SERVICES OFFERINGS BASED ON CUSTOMER DATA 38% INVEST IN CUSTOMER EXPERIENCE MANAGEMENT TECHNOLOGY TOOLS AND SOLUTIONS 23%AVERAGE YEAR-OVER-YEAR REVENUE GROWTH** 35%CREATE A UNIFIED VIEW OF CUSTOMER DATA ACROSS THE ORGANIZATION 16%AVERAGE YEAR-OVER-YEAR IN RESPONSE TIME TO CUSTOMER REQUESTS 5.1%YEAR-OVER-YEAR INCREASE IN CUSTOMER SATISFACTION RATES MOBILE APPS ARE A $6.0 BILLION $55.7 BILLION MARKET TODAY, GROWING TO BY 2015 APPOF U.S. ONLINE CUSTOMERS ARE ALWAYS ADDRESSABLE ON MULTIPLE DEVICES FROM DIVERSE LOCATIONS 38% MILLION TABLETS WILL BE IN USE BY U.S. CONSUMERS IN 2016 126 MILLION SMARTPHONES WILL BE IN USE BY U.S. CONSUMERS IN 2016 257 † † ‡ CUSTOMERS ARE SOCIAL YOU MUST BE TOO! BEST IN CLASS COMPANIES IDENTIFY OF THEIR MOST INFLUENTIAL CUSTOMERS THROUGH SOCIAL MEDIA 48% 34% WCM56% 24ANALYTICS WEB CONTENT MANAGEMENT RANKED IN TOP 2 TECHNOLOGY TOOLS PRIORITIZED FOR THE NEXT MONTHS* IN THE INDUSTRY...

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