Digital experience platforms (DXPs) have the potential to help your business craft the perfect customer journey and aggregate content organization-wide by allowing different departments to share knowledge.
In today’s business scenario, an organization’s biggest asset is its brand value. To that end, one of the essential parts of establishing a strong brand value is frictionless user experience. And, of all the elements involved in creating a frictionless user experience, organizations have paid extensive attention to management systems such as content management system, product information system, and customer relationship management. However, owing to the lack of connection between these, there is a severe inconsistency in the user experience across different systems.
From the end-user perspective, their growing exposure to technology and media has raised the demands and expectations from the chosen brands. According to a research, 93% of customers are likely to make a repeat purchase from brands that provide great customer service, and the flip side of that is anybody’s guess. Against this backdrop, it is inevitable for brands to take the user experience game a notch higher by adopting more relevant solutions. These implementations come with their own set of challenges and shortcomings, such as obstructed capability enhancements, lack of customer behavior insights, and rigidly coupled applications. Consequently, organizations are falling short on their efforts to streamline efforts toward user experience. They need to look beyond conventional CMS and other web management solutions.
The answer to this is Digital Experience Platforms (DXP), which acts as an interaction and experience layer in a complex, extensive, and interconnected technology landscape. While DXPs have existed for a while now, they are often misunderstood to be restricted to websites and mobile applications. However, they reach far and beyond. Through the power of application programming interface (API), DXPs address modalities ranging from chatbots to voice assistants on devices ranging from mobile and laptop to kiosks and IoT smart devices across varying channels. With this unified approach, the user gets an ensured omnichannel experience.
A digital experience platform can help in providing your customers with a consistent omnichannel experience in many ways. Let’s have a look at a few of these.
In today’s digital revolution, organizations everywhere are embracing the need for a digital overhaul for not merely better productivity, but also for cohesive and consistent customer experience. From this standpoint, organizations must stack the right tools in place to make a decision and reach out to newer opportunities. One of the most essential tools that one needs to have in the arsenal is a stronger and more efficient DXP to allow you to retain the consistency of customer experience across a wide gamut of modalities, channels, and devices. Executed with the right tact and intent, DXPs can help you monitor, manage, and maneuver your CX while meeting customer expectations.
Digital expreience platforms (DXPs) have the potential to help your business craft the perfect customer journey and aggregate content organization-wide by allowing different departments to share knowledge. Through this, you can connect the most important dots in your business—employees, clients, and vendors.
That being said, it is vital to understand the various solutions and providers in the market before going ahead to choose the one that works best for your organization. In conclusion, DXPs are the key to creating a seamless customer life cycle while centralizing and sharing the content virtually with different departments and teams. It is not about merely having a multi-channel customer journey, but to have a frictionless omnichannel customer experience to establish a stronger brand value for your business.
Want to learn more about Pimcore DXP? Request a Free Guided Product Tour!
Also Read: The Rise of the Digital Experience Platforms |