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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 2013www.OpenText.com
20 YEARPEDIGREE
70 CORPORATELY
RECOGNIZEDAWARDS
over 3 years
26
EXCLUSIVEPATENTS
19 WEB CONTENTMANAGEMENTPATENTS
10 ANALYTICSPATENTS
11 PERSONALIZATIONPATENTS
20 CACHINGPATENTS
10 E-MAIL MARKETINGPATENTS
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 RETENTIONRATE
31% PERSONAL PRODUCTS ANDSERVICES OFFERINGS BASED ONCUSTOMER DATA
38% INVEST IN CUSTOMER EXPERIENCEMANAGEMENT TECHNOLOGYTOOLS AND SOLUTIONS
23% AVERAGE YEAR-OVER-YEARREVENUE GROWTH**
35% CREATE A UNIFIED VIEW OFCUSTOMER DATA ACROSSTHE ORGANIZATION
16% AVERAGE YEAR-OVER-YEAR IN RESPONSE TIME TOCUSTOMER REQUESTS
5.1% YEAR-OVER-YEAR INCREASE IN CUSTOMER SATISFACTION RATES
MOBILE APPS ARE A $6.0
BILLION
$55.7BILLION
MARKET TODAY, GROWING TO
BY
2015
APPOF U.S. ONLINE CUSTOMERS AREALWAYS ADDRESSABLE
ON MULTIPLE DEVICES
FROM DIVERSE LOCATIONS
38%
MILLION TABLETSWILL BE IN USE
BY U.S. CONSUMERS IN
2016
126MILLION SMARTPHONES
WILL BE IN USEBY 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 MEDIA48%
34% WCM56%
24ANALYTICS WEB CONTENT MANAGEMENT
RANKED IN TOP 2 TECHNOLOGYTOOLS PRIORITIZED FOR THE NEXT
MONTHS*
IN THE INDUSTRY...