Achieving superior Customer Experience Management (CX) with OpenText Exstream

BENEVOLENCE TECHNOLOGIES
3 min readNov 14, 2023

The customer experience space is evolving rapidly, and businesses are struggling to keep up. So much has changed in recent years that Survey’s said that had to expand its definition of Customer Experience Management (CXM).

As CXM evolves, these platforms must go beyond the communication of operational and financial documents. To keep up with this pace, businesses must manage contacts and interactions at every critical moment in the customer lifecycle.

Customer Experience Management (CEM) has evolved into a key point of differentiation in many enterprises today. According to Research, the customer experience leader has more than five times the year-over-year revenue growth. Meeting customer expectations requires delivering highly personalized customer experiences at each stage of the customer journey.

In this blog post, Bentech wants to take a glance at the key honors his enterprise-wide CEM software solution brings to your company.

What is Customer Experience Management (CEM)?

Gartner defines CEM as “the procedure of designing and reacting to customer interactions to meet or exceed customer expectations, thereby enhancing customer satisfaction, loyalty, and advocacy.” increase. This rather dry definition needs a little more explanation, taking each word in turn.

Customers — No customer experience strategy can succeed without a clear understanding of the individual customer. Best of all, the power of her CEM software is the ability to create a single view of the customer to know what their tastes, preferences, and habits are.

Experience — You need to understand that the customer experience is as much emotional as it is logical. The customer experience you provide must be an ‘experience’. It’s not just a well-crafted series of customer interactions.

Management — A successful customer experience strategy focuses on the entire customer journey. It brings together sales, marketing, support, and customer service so they can work together, share information, and create a consistent, unified customer experience for each customer.

customer experience management

How can OpenText solutions help you manage your customer experience better?

Better CEM with OpenText Exstream

OpenText Exstream is a new solution pack from OpenText. This bundle combines a set of different components, including his former OpenText StreamServe/CCE, his acquisition of HP Exstream, and his acquisition of PowerDocs.

Market experts had different visions of what would happen next. Either OpenText will phase out one of the products, keep both alive or the two solutions will be merged into one product. The third scenario just happened to be the correct one.

OpenText combines these market-leading customer communication systems into a single platform, enabling the delivery of integrated, interactive, automated communications that support the evolution from CCM to holistic customer experience management—created a solution. This also meant another name change. Fortunately, both StreamServe/CCE and Exstream customers can now upgrade to OpenText Exstream 16.

Today, OpenText Exstream is a powerful Anywhere Customer Communications Management (CCM) platform, so you can engage everywhere, integrate anywhere, and deploy anywhere for a more connected customer journey. Here are some key benefits you’ll get by upgrading to Exstream latest 23.4 version.

· New document creation, editing, and processing options using the OpenText Exstream solution pack.

· Automatic upgrade of Design Center projects and StoryTeller templates

· Existing content is stored through Common Asset Service (CAS)

· OpenText Exstream is part of OpenText’s portfolio of solutions comprising all major CEM solutions.

Bentech will support customers upgrading to OpenText Exstream 16 for approximately two years. Contact us for a free consultation on upgrading to OpenText Exstream, or to learn more about how OpenText solutions can help you build an enterprise-wide CEM platform to get the most out of every customer interaction. We are happy to start a conversation.

--

--

BENEVOLENCE TECHNOLOGIES

BENEVOLENCE TECHNOLOGIES is a leader in Enterprise Information on Management (EIM) products services. Our EIM products enable businesses to grow faster.