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Customer Experience Management - OpenText

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Customer Experience Management - OpenText

  1. 1. Customer Experience Management<br />September 2011<br />
  2. 2. Chief Marketing Officer<br />My organization expects me to grow the business<br />
  3. 3. Content Monetization involves<br /><ul><li>Managing Brand Consistency
  4. 4. Driving Online Conversions
  5. 5. Distributed Online Channels
  6. 6. New Product Introductions
  7. 7. Customer Self-Service Sites
  8. 8. Marketing Campaign Efficiency
  9. 9. Customer Communications</li></li></ul><li>My organization expects me to protect it and make informationavailable<br />Chief Information Officer<br />4<br />
  10. 10. Information Challenges<br />5<br />transparency<br />touchpoints<br />complexity<br />cost<br />reuse<br />risk<br />
  11. 11. What do your people expect?<br />
  12. 12. Immersive Experiences<br />7<br />
  13. 13. Rich Media<br />8<br />
  14. 14. Social Interactions<br />
  15. 15. Shared Apps<br />10<br />10<br />
  16. 16. Recommendations<br />11<br />11<br />
  17. 17. Mobile Access<br />12<br />12<br />
  18. 18. Personalized Communications<br />13<br />Customer satisfaction<br />ratings have already increased, from a rating of 6.2 to 7.5 On a <br />10-point scale”<br />AGIS-Health Insurer<br />“<br />Personal messages that demonstrate you know who they are... increases customer satisfaction and decreases customer churn<br />13<br />
  19. 19. OpenText Customer Experience Management<br /><ul><li>Social
  20. 20. Safe
  21. 21. Compliant
  22. 22. Mobile
  23. 23. Automated
  24. 24. Integrated</li></ul>14<br />
  25. 25. Join the Conversation<br />Blogs.opentext.com<br />

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