What to Look for When Purchasing A DXP?

What to Look for When Purchasing A DXP?

Adam Robinson, Manager, Digital PMO, Western Union

What to Look for When Purchasing A DXP?Adam Robinson, Manager, Digital PMO, Western Union

Organizations can use digital experience platforms to digitize company activities, create contextualized and tailored digital customer experiences, and collect actionable consumer insights.

The field of digital experience is filled with similar terms. Digital Experience Management (DXM), digital customer experience, Customer Experience (CX), Customer Experience Management (CXM or CEM), digital citizen experience, B2B digital experience, and digital brand experience are a few. Businesses can expect 100 distinct (thematically related) answers if they ask 100 people to define the digital experience. So, take a look at what digital experience means and how it might assist firms.

A Digital Experience Platform (DXP) is a piece of technology that allows for the creation, management, distribution, and optimization of contextualized digital experiences across multi-experience customer journeys.

Organizations can use DXPs to digitize company activities, create contextualized and tailored digital customer experiences, and collect actionable consumer insights. They provide a 360-degree perspective of the customer, allow firms to listen to the customer's voice, and then empower the company to create experiences, products, and services that the customers actually want.

DXPs differ in composition from one provider to the next, although they usually include aspects like a Content Management System (CMS) for managing websites. For managing the development and delivery of photos and video across many channels, Digital Asset Management (DAM) can be a valuable tool. The leading digital experience systems have AI-assisted analytics as a primary capability. DXPs, for example, can use AI to collect, define, track, and visualize consumer data to provide superior insight.

While many vendors approach digital experience management with a CMS in mind, digital experience platforms should also handle line of business and customer support. Following the acquisition of customers, the servicing and support phases increase customer value, retention, and loyalty. According to research, a 5 percent increase in client retention boosts revenue by 25 to 95 percent. Furthermore, according to a study, one out of every three customers will leave a loved brand after just one poor experience.

Apart from asking what it can do, businesses should also consider how they will obtain the DXP. Top digital experience platforms should be flexible enough to support any cloud strategy and give the value the company requires when and where they need it.

See Also: Top Customer Experience Management Services Companies

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