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Customer Experience Management (CEM) software

Create customers for life with intelligent and connected omnichannel experiences, while optimizing operations

Watch and learn how the OpenText™ Experience platform transforms the customer experience.

What is customer experience management?

Customer experience management (CEM) is the practice of designing and reacting to customer interactions to meet or exceed their expectations for greater customer satisfaction, loyalty and advocacy.

Customer experience management platforms offer a set of solutions to create and deliver omnichannel experiences and track customer interactions throughout their journey. They help organizations collaborate better and execute faster to deliver highly personalized experiences, at scale.

Experience platform overview

OpenText Customer Experience Platform empowers Marketing and Line-of-Business teams to augment the current systems of record, such as MRM, CRM and ERP, capabilities to intelligently create, individual experiences for true data driven omnichannel experiences at scale.

OpenText Experience Cloud Edition solutions are available on-premises and in the Cloud to offer the freedom and flexibility organizations need to deploy their solutions quickly.

What's new in CEM

  • Multi-cloud and simplified deployment options

  • Improved user experiences for business users

  • New data mapping UX for omnichannel communications

  • New targeting and localization for experiences

  • Deep drill-down, VoC insights for customer journey

  • Unified forms and customer request processing

Learn more about the new Customer Experience Management features in the launch blog

CEM software features

  • Web Content Management (WCM)

    Delivers visual, modern customer experiences both pre- and post-login that are personalized, engaging and profitable. Optimizes processes for managing and delivering content to the web, mobile devices or other media channels to connect employees, partners and customers with the information they need.

  • Customer Communications Management (CCM)

    Enables personalized, omnichannel communications at scale, driven by business users and business rules, to enhance customer journeys. Optimizes the design, management and delivery of physical and digital ultra-personalized, consistent and compliant communications, such as invoices, letters, customer correspondence, statements, policies, and contracts.

  • Forms Automation

    Optimizes customer information capture, validation, processing and management with improved form-based processes for enhanced productivity and customer experiences.

  • Experience Analytics

    Uses powerful data visualization software to provide real-time business analytics reports along with customized dashboards that offer actionable insights into customer experiences across the customer journey.

  • Digital Asset Management (DAM)

    Manages virtually any digital data format, including video, images, audio, 3D files, presentations and more. Accelerates digital media creation, collaboration, production, storage and distribution across the ecosystem of authorized employees, users and partners. Enables digital assets tagging with searchable metadata for easy retrieval, sharing, reviewing and editing.

  • Voice of the Customer

    Provides actionable insight through customer behavior analytics and interactions through call recording analysis, email communications, social media and more.

  • Workforce Optimization

    Helps drive significant workforce performance and customer service improvements across the call center with fulltime call recording, workforce management, contact center coaching, quality assurance training, call scoring, interaction analysis, and post call surveys.

  • Marketing Optimization

    Maximizes online conversion and revenue with personal and optimized customer experiences on any device through a/b testing, multivariate testing and geo targeting tactics.

Customer success stories

What are the benefits of CEM software?

  • Improve customer experience

    Optimize operations and embrace new business digital models to fuel growth through a sustainable differentiation.

  • Leverage Data

    Augment and bridge customer´s current transactional systems to intelligently create, personalize, deliver, monitor and enable insight-driven, true anonymous and authenticated omnichannel experiences.

  • Rely on market leading CEM solutions

    Leverage best of breed, integrated, open and scalable an Omnichannel Experience Platform (Headless) powered by AI or ML.

  • Transform business at individual pace

    Enable a pragmatic, high value and low risk approach to support customer’s digital transformation strategy.

CEM Software Products

Download the eBook

Delivering the continuous, connected customer journey


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