OpenText’s guide outlines four imperatives for optimizing post-sale customer success: use AI and insights to personalize customer journeys, maintain proactive communications, prioritize customer support excellence, and implement a total experience strategy that unites employee and customer satisfaction. With rising customer expectations and the cost-efficiency of retention over acquisition, the paper emphasizes a shift from reactive support to proactive engagement. OpenText’s Experience Cloud supports this with unified platforms for customer, conversational, and agent experiences.

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