OpenText Core Experience Insights - SAP Commerce Cloud Integration and Automation

Common Integration Use Cases Between OpenText Core Experience Insights and SAP Commerce Cloud

OpenText Core Experience Insights and SAP Commerce Cloud complement each other well in organizations that want to improve digital commerce performance through measurable user behavior, conversion analysis, and continuous experience optimization. SAP Commerce Cloud manages the commerce journey, while OpenText Core Experience Insights helps teams understand how customers and internal users interact with that journey so they can improve adoption, engagement, and business outcomes.

1. Track storefront engagement to identify conversion drop-off points

Data flow: SAP Commerce Cloud to OpenText Core Experience Insights

Capture customer interactions across product pages, search results, cart, checkout, and account areas in SAP Commerce Cloud and send them to OpenText Core Experience Insights for analysis. Business teams can identify where users abandon the journey, which product pages underperform, and which checkout steps create friction.

• Commerce teams can compare conversion rates by device, region, or customer segment
• UX teams can pinpoint pages with high exit rates or low engagement
• Merchandising teams can adjust content, promotions, or navigation based on actual behavior

2. Measure the impact of promotions and personalized recommendations

Data flow: SAP Commerce Cloud to OpenText Core Experience Insights

Send campaign, promotion, and recommendation interaction data from SAP Commerce Cloud to OpenText Core Experience Insights to evaluate which offers drive engagement and revenue. This helps teams understand whether personalized recommendations, bundles, or discount campaigns are influencing customer behavior as intended.

• Marketing can compare performance of different promotion types
• Merchandising can refine recommendation rules based on click and purchase behavior
• Leadership can assess return on campaign investment using engagement and conversion metrics

3. Analyze search and navigation behavior to improve product discovery

Data flow: SAP Commerce Cloud to OpenText Core Experience Insights

Capture search terms, zero-result searches, filter usage, category navigation, and product comparison activity from SAP Commerce Cloud. OpenText Core Experience Insights can then reveal where customers struggle to find products and which navigation paths lead to successful purchases.

• Catalog teams can identify missing or poorly tagged products
• Content teams can improve category labels and product descriptions
• Digital commerce teams can optimize search relevance and faceted navigation

4. Correlate customer behavior with product and content changes

Data flow: Bi-directional

Use SAP Commerce Cloud to publish product, pricing, or content changes and OpenText Core Experience Insights to measure how those changes affect user engagement after release. This creates a closed feedback loop for continuous improvement.

• Product teams can validate whether new product pages improve engagement
• Pricing teams can assess how price changes influence cart activity and abandonment
• Digital teams can compare performance before and after site updates

5. Monitor internal user adoption of commerce workflows and tools

Data flow: SAP Commerce Cloud to OpenText Core Experience Insights

For organizations where internal teams use SAP Commerce Cloud for order management, catalog maintenance, or customer service support, OpenText Core Experience Insights can track how effectively employees use those workflows. This is useful for identifying training gaps and process bottlenecks.

• Operations teams can see which tasks take too long or are frequently repeated
• Training teams can target onboarding content based on actual usage patterns
• Process owners can simplify workflows that create unnecessary effort

6. Support A/B testing and experience optimization for commerce pages

Data flow: SAP Commerce Cloud to OpenText Core Experience Insights

When SAP Commerce Cloud is used to test different page layouts, banners, product recommendations, or checkout flows, OpenText Core Experience Insights can measure which version drives better engagement and completion rates. This enables data-driven optimization rather than relying on assumptions.

• UX teams can compare engagement across test variants
• Commerce teams can prioritize changes that improve conversion
• Business stakeholders can make faster decisions based on measurable outcomes

7. Provide executive dashboards for commerce experience performance

Data flow: SAP Commerce Cloud to OpenText Core Experience Insights

Aggregate commerce interaction data into OpenText Core Experience Insights to create dashboards for leadership that show adoption, engagement, and journey performance across channels. This gives executives a clear view of how digital commerce initiatives are performing and where investment is needed.

• Executives can monitor KPIs such as product view rate, cart abandonment, and checkout completion
• Regional teams can compare performance across markets or storefronts
• Business owners can prioritize improvements based on measurable customer behavior

8. Align commerce operations with customer experience improvement initiatives

Data flow: Bi-directional

Use SAP Commerce Cloud as the operational commerce system and OpenText Core Experience Insights as the measurement layer for continuous improvement programs. Insights from customer behavior can feed back into commerce planning, content updates, and merchandising decisions, creating a structured optimization cycle.

• Commerce operations can act on evidence instead of anecdotal feedback
• Cross-functional teams can collaborate around shared experience metrics
• Organizations can improve time to value from digital commerce investments