Global enterprises’ interactions with their customers are changing with the advent of digital experience platforms (DXP). However, this emerging technology has left business owners, website designers, and programmers trying to distinguish between digital experience platforms and content management systems (CMS). Luckily, this blog post will help digital experience platform users better understand the digital tool used to help businesses revolutionize digital customer service.
What is a Digital Experience Platform?
Contentful describes a DXP as “an integrated set of core technologies that support the composition, management, delivery, and optimization of contextualized digital experiences.”
In other words, it is a software-as-a-service (SaaS) that offers digital project management, digital customer service, and digital marketing capabilities.
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Digital Experience Platform Features
Five key features of DXP’s allow them to be beneficial for businesses looking to enhance digital experiences across their website, social media accounts, digital advertisements, digital signage, and email campaigns.
A digital experience platform uses cognitive computing to learn more about digital customer service interactions.
Digital experience platforms offer customized digital experiences based on the customer’s behavior within each digital journey.
Businesses can collect relevant data from all digital sources used by digital experience platforms to improve digital customer service efforts.
DXPs allow the automation of emotional triggers, data collection, and the digital journey, allowing customers to receive better digital experiences.
Integrations with other digital tools
These integrations ensure digital customer service continues even if one digital platform fails.
Digital experience platforms and digital transformation
The digital transformation is still occurring, and digital experience platforms currently take part in it.
A digital experience platform helps companies improve digital customer service by offering a variety of digital tools under one roof. By using digital experience platforms, businesses can connect with their customers on every digital device and deliver consistent content across all channels.
Data collected through digital experiences offered by DXP allow companies to receive feedback from online customers and track their buying habits and other relevant information.
They can then use this information to customize digital customer service, improving digital experiences.
Digital experience platforms continue to grow in popularity, so if you’re interested in the digital revolution, it’s time to learn more about DXPs and how they can improve digital customer service.
Why do Businesses Need Digital Experience Platforms?
The digital era in which we live has changed how digital customer service works. According to Forbes, digital experience platforms are necessary for businesses because digital tools like smartphones, tablets, and big data analytics allow customers to receive digital assistance when they need it.
In a digital age, digital experience platforms are the new normal. Businesses that want to connect with digital customers require digital tools like digital experience platforms to help deliver better digital customer service and make it easier for customers to find what they’re looking for during each digital journey.
What’s more, digital experience platforms can be beneficial for any digital customer service strategy because they offer digital project management, digital customer service, and digital marketing capabilities.
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Digital Experience Platforms for all Industries
Digital experience platforms allow businesses across all industries to improve digital experiences for customers because these types of technologies are built into the software that DXPs use. This helps traditional brick-and-mortar retailers deliver better digital experiences than online stores as it offers similar digital tools like personalization, analytics, automation, integrations with other digital tools, and improved data collection.
In retail, a DXP can help businesses improve their online fashion selection by offering personalized digital fashion tips tailored to each shopper’s unique style. The digital tools offered by digital experience platforms can save brick-and-mortar stores both time and money because updating digital content becomes easier with digital project management.
In the hotel industry, digital experience platforms have been shown to help companies predict which customers are likely to check out early from their bookings, so businesses can prevent customer loss.
Overall, as digital transformation continues, digital experience platforms will become more popular in all industries because digital experiences are changing how the business runs across the board. As the focus turns toward the customer to provide an improved digital experience, digital experience platforms will play a large role in helping companies meet these new demands.