The future of customer experience: top 5 insights from OpenText World 2025

Customer experience is entering a new era — one driven by intelligence, powered by AI, and shaped by continuous conversations.

OpenText World 2025 made one thing clear: customer experience is entering a new era — one driven by intelligence, powered by AI, and shaped by continuous conversations. For those who couldn’t join us in Nashville, here are the five biggest OpenText™ Experience Cloud takeaways that will define the year ahead.

1. Conversations are the new customer experience

Across keynotes and customer roundtables, leaders reinforced that CX is shifting from one-time interactions to bi-directional, intelligent, continuous conversations. Experience Cloud is evolving to make every customer moment connected — from proactive notifications to rich, AI-powered interactions across channels. Check out the OpenText World Experience Keynote recording here.

2. The customer journey doesn’t end at acquisition

Brands win or lose loyalty after the sale, not before it ...