November 28, 2025
OpenText Talks Up Its Vision of the Customer Experience Future
We hear plenty from CX vendors about the evolution of their platforms, and the shifts in how teams work to deliver those experiences.
But OpenText, as an information-focused company that works deeper within many enterprises, even they are talking more about customer experience as all software aligns to a few key business goals.
Last week’s OpenText virtual event highlighted the latest in information and content management, and laid out a new set of insights into the evolution of customer experience.
Some might be old news to CX pros, but as businesses continue to tie their data and services together, more DevOps teams, and wider departments and managers are learning about the CX mission and values that it delivers.
A fresh OpenText summary post lists expected changes:
- Conversations are the new customer experience
- When your customers buy from you, it’s only the beginning
- SAP and OpenText: offer a modern foundation for connected experiences
- Core Journey and Engagements: make real-time orchestration a reality
- Aviator is becoming the experience engine
The sum of these, or similar enterprise efforts create dynamic customer journeys, with OpenText promoting Experience Aviator as a way to transform how CX teams design, build, and operate with AI. “From generating content variations to assisting agents to orchestrating customer journeys, Aviator is becoming an embedded teammate across Experience Cloud — accelerating productivity, ensuring consistency, and enabling richer customer conversations at scale.”
You can catch up on the key notes, demonstrations, and discussions for more insights.
OpenText, Google and SAP Powering One Version of the AI Future
OpenText recently announced an expanded partnership with Google Cloud to deliver transformative solutions across artificial intelligence (AI), data privacy, and sovereign cloud infrastructure.
The collaboration combines OpenText’s enterprise information management expertise with Google Cloud’s AI and infrastructure technologies to help organizations solve complex business challenges with confidence and agility. OpenText is also a SAP partner, with the company’s OpenText Core Content Management for SAP solutions officially certified for SAP S/4HANA Cloud Public Edition, as more customers move to the cloud.
This certification makes OpenText a SAP Solution Extensions partner with a document management platform qualified to support SAP Cloud ERP, as the engine room of all businesses, offering customers cloud-first control, compliance, and the agility to accelerate work and scale transformation.
This, and similar partnerships among other service providers highlight a broadening use of information, data and services to improve the customer experience by enabling personalised, omnichannel interactions, greater self-service capabilities, and proactive, data-driven engagement.
The Big OpenText Plan
OpenText’s role is now, as explained by Tom Jenkins, Executive Chair and Chief Strategy Officer, during a recent earnings call: “We’re going back to our historical roots of being a content management company, except this time we have additional products in business networks and machine management wrapped in an enterprise-class security layer. That will be our core business.”
“We already have the global scale, the go-to-market salesforce, the product line in these businesses, and the core of our core, which is the content management business, is also our largest business unit at about 40% of our total revenue. It also happens to be the fastest growing, with, on average, more than 20% cloud growth over the past few years. It was a pretty obvious strategic decision by the board to take these actions.” We now have the entire company from the board, the executive management team, to our 20,000-plus strong global workforce aligned and locked into achieving our FY26 objectives and beyond.”
It’ll be interesting to see how the business aligns to CX, EX and other high-agenda goals in 2026 and beyond.
