Sprinklr - OpenText Core Experience Insights Integration and Automation

Common Integration Use Cases Between Sprinklr and OpenText Core Experience Insights

1. Measure content performance across social publishing and digital engagement

Data flow: Sprinklr ? OpenText Core Experience Insights

Sprinklr can send publishing and campaign interaction data such as post views, clicks, shares, comments, and engagement by channel to OpenText Core Experience Insights. This gives marketing and digital experience teams a consolidated view of which content themes, formats, and posting times drive the strongest engagement across social channels.

Business value: Teams can identify high-performing content patterns, improve editorial planning, and reallocate effort toward campaigns that generate measurable audience response.

2. Analyze customer care interaction trends to improve service workflows

Data flow: Sprinklr ? OpenText Core Experience Insights

Sprinklr customer care data, including case volume, response times, resolution rates, escalation frequency, and channel usage, can be analyzed in OpenText Core Experience Insights to identify service bottlenecks and adoption patterns. This is especially useful for organizations managing support through social and messaging channels.

Business value: Operations leaders can pinpoint where customers are dropping off, which channels are overused, and where staffing or workflow changes are needed to improve service efficiency.

3. Correlate campaign engagement with content and application usage patterns

Data flow: Bi-directional

Sprinklr campaign engagement data can be combined with OpenText Core Experience Insights usage data to understand how audiences interact with campaign-driven content and related digital experiences. For example, a campaign promoting a customer portal, app feature, or digital service can be measured against actual usage behavior after exposure.

Business value: Marketing and digital product teams can connect awareness activity to downstream adoption, helping them prove campaign impact beyond clicks and impressions.

4. Identify which social and digital experiences drive self-service adoption

Data flow: Sprinklr ? OpenText Core Experience Insights

When Sprinklr is used to promote self-service resources, help articles, or digital support journeys, engagement data can be passed into OpenText Core Experience Insights to assess whether those messages lead to increased usage of the intended content or application. This helps determine whether customers are actually moving from social engagement to self-service behavior.

Business value: Organizations can reduce avoidable support demand by improving the effectiveness of social-to-digital deflection strategies.

5. Optimize regional content strategies based on audience behavior

Data flow: Sprinklr ? OpenText Core Experience Insights

Global enterprises using Sprinklr across multiple regions can feed localized campaign and engagement data into OpenText Core Experience Insights to compare how different markets interact with content and digital experiences. This can include language-specific posts, regional promotions, and channel preferences.

Business value: Regional teams gain evidence to refine local content calendars, improve message relevance, and standardize best practices across markets.

6. Track adoption of new digital workplace or customer experience initiatives

Data flow: OpenText Core Experience Insights ? Sprinklr

OpenText Core Experience Insights can identify which internal or customer-facing digital experiences are being used most, where adoption is low, and which journeys need reinforcement. That insight can be sent to Sprinklr teams to shape awareness campaigns, social education content, or customer communications that promote underused services or features.

Business value: Communication teams can target messaging based on actual usage gaps instead of assumptions, improving adoption of strategic initiatives.

7. Support continuous improvement for regulated or high-volume customer programs

Data flow: Bi-directional

Sprinklr provides operational data from social care, publishing, and campaign execution, while OpenText Core Experience Insights provides behavioral analytics on how users engage with related content and applications. Together, they create a feedback loop for regulated industries or high-volume service organizations that need to monitor performance, compliance, and user behavior.

Business value: Teams can continuously refine workflows, approval processes, and customer journeys using both operational and behavioral evidence.

8. Build executive dashboards that connect engagement, adoption, and service outcomes

Data flow: Bi-directional

Sprinklr and OpenText Core Experience Insights can feed a shared reporting layer to give executives a single view of campaign performance, customer engagement, service responsiveness, and digital adoption. This is useful for leadership teams that need to evaluate whether customer experience investments are improving both engagement and usage outcomes.

Business value: Decision-makers get a more complete picture of customer experience performance, enabling better prioritization of marketing, care, and digital experience investments.