Guide to digital experience platforms (DXP)

A digital experience platform (DXP) can benefit any brand that engages with customers across multiple digital touchpoints like mobile apps, emails, chatbots, websites and social media. For some industries, however, investing in a DXP may be even more important for long-term success. Here’s a look at what a digital experience platform actually is, some of its benefits, and the top industries that can benefit from using one.
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DXP spotlight

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What are the biggest digital experience platform benefits?

Understanding the benefits of digital experience platforms can help you decide if it’s a worthy investment for your marketing team. Here are three key digital experience platform benefits:
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DXPs create more agile teams
A DXP can bring various teams out of their silos so they can work together within the same platform. When multiple teams can use technology to collaborate, you can expect fewer mix-ups, miscommunications or missed deadlines. This helps improve speed and consistency overall.
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DXPs improve customer loyalty
Being able to deliver customized digital experiences across all touchpoints is something customers not only appreciate but are increasingly expecting. The best digital experience platform vendors deliver localized and personalized omnichannel experiences all along the customer journey.
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DXPs facilitate better business decisions
Having all customer insights in one place can help stakeholders make better predictions and reduce risk. This includes being able to track what's working—and what's not—and make data-informed changes as required. Better decision making also includes productivity and speed.

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What businesses can benefit from a digital experience platform?

As consumer expectations for personalized digital experiences grow thanks to companies like Amazon, Spotify and Netflix, it’s incumbent on brands to think beyond the blog and start providing a consistent multichannel experience. Investing in a digital experience platform (DXP) is the first step toward making your customers feel that you are messaging directly to them. Here are six industries where a digital experience platform can make all the difference:
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Organizations that sell business services or products typically rely on a lot of lead nurturing, customer engagement and informational content to make sales and retain customers. Especially if a B2B company happens to sell software or a highly technical product, the sales funnel may be complex. A DXP can help you differentiate your offerings from competitors that may just run traditional ads or marketing campaigns that aren’t highly targeted. Often, it’s more about convincing prospective customers they’ll be in good hands if they choose to work with you; a personalized digital experience can help close the deal.
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College students live in a digital world and expect their university experience to keep them engaged both on campus and online. Higher education institutions that use digital experience platforms can offer highly personalized content based on each student’s educational and career interests. On the other side, being able to aggregate student data can help institutions track student engagement and know when support is needed. This could help improve retention rates and student outcomes.
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Financial services
When customers seek financial services, whether it’s to get a quote for insurance, make an investment, or apply for a mortgage, they are looking for highly personalized information. Because everyone’s financial situation is so unique and the industry competition is so fierce, organizations that offer customized content can better keep customers engaged as they move up the funnel. A digital experience platform can help companies connect at the right times, in the right way, and on the right channel.
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The world of digital health has exploded over the last few years as health organizations realize that patient care doesn’t end when someone finishes their appointment. From hospitals to health insurers to health apps, being able to supplement in-person visits with digital content and interactions can increase engagement and promote better patient outcomes.
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Customers who are researching items before they make a purchase decision have so many ways to do so. It’s not just a simple Google search anymore. Today they may start reading up online, then switch to their phones, then head to a brand’s social media pages, and so on. The path to transaction is not a straight line, and therefore, retailers need to engage audiences throughout every touchpoint, so they have a smooth customer journey.
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Another digital experience market is travel and hospitality. Gone are the days of sitting with a travel agent. Today’s jet-setters are researching, planning and booking trips and excursions using their smart devices. Being able to offer travelers a seamless digital experience can help turn them into loyal customers.
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Digital experienced platforms explained

What is a DXP?

When it comes to defining a digital experience platform, Gartner provides the industry’s most cited explanation: "A digital experience platform (DXP) is a well-integrated and cohesive set of technologies designed to enable the composition, management, delivery and optimization of contextualized digital experiences across multi experience customer journeys." Put another way, a digital experience platform is software that helps you facilitate the customer’s experience across all of your digital touchpoints. It integrates your content management, customer relations management, data analytics and other tasks into one platform.

What is a digital experience platform (DXP) and how does it differ from a CMS?

A digital experience platform (DXP) is a comprehensive software solution designed to manage and deliver personalized digital experiences across multiple channels, such as websites, mobile apps and social media platforms. From an editorial perspective, DXPs offer advanced content creation and management features, empowering editors to craft compelling narratives and deliver them across various digital touchpoints. For digital buyers, DXPs go beyond traditional CMS functionalities by providing tools for managing digital assets, optimizing content for search engine, and integrating with third-party applications and services, making them suitable for supporting complex digital ecosystems and driving digital transformation initiatives. Marketing buyers appreciate that DXPs serve as central platforms for orchestrating omnichannel marketing campaigns and delivering consistent brand experiences across different channels. With robust analytics and reporting capabilities, DXPs empower marketers to gain valuable insights into user behavior and campaign performance, enabling data-driven decision-making and continuous optimization efforts.

What are the key features of a digital experience platform (DXP)?

A digital experience platform (DXP) encompasses several key features that enable organizations to deliver personalized and engaging digital experiences across various channels. These features include:
  1. Content management: DXPs offer robust content management capabilities, allowing users to create, edit, organize and publish content across multiple digital touchpoints seamlessly.
  2. Personalization: Personalization features enable organizations to deliver tailored content and experiences to individual users based on their preferences, behavior and demographics, enhancing engagement and satisfaction.
  3. Omnichannel capabilities: DXPs support omnichannel marketing by enabling organizations to deliver consistent experiences across different channels, including websites, mobile apps, email, social media and more.
  4. Customer data management: Advanced customer data management capabilities allow organizations to collect, analyze and leverage customer data to personalize experiences, target specific audiences and optimize campaigns.
  5. Analytics and insights: DXPs provide robust analytics and reporting tools that allow organizations to track user interactions, measure campaign performance and gain valuable insights into user behavior, preferences and trends.
  6. Integration capabilities: DXPs integrate with third-party applications and services, such as CRM systems, marketing automation platforms and e-commerce solutions, to streamline workflows, improve efficiency and enhance the overall digital experience.
  7. Scalability and flexibility: DXPs are scalable and flexible, allowing organizations to adapt and grow their digital presence over time while accommodating changing business needs and technological advancements.
In summary, the key features of a digital experience platform enable organizations to deliver personalized, consistent, and engaging digital experiences across various channels, driving customer satisfaction, loyalty, and business growth.

How can a DXP drive business growth and innovation?

A digital experience platform (DXP) can drive business growth and innovation in several ways:
  1. Enhanced customer engagement: By delivering personalized and seamless digital experiences across multiple channels, DXPs can increase customer engagement and satisfaction. This heightened engagement often leads to increased loyalty, repeat business and positive word-of-mouth referrals, all of which contribute to business growth.
  2. Data-driven insights: DXPs collect and analyze vast amounts of customer data, providing valuable insights into user behavior, preferences and trends. This data-driven approach enables organizations to make informed decisions, optimize marketing strategies and develop products and services that better meet customer needs, driving innovation and competitive advantage.
  3. Streamlined operations: DXPs integrate with various systems and technologies, streamlining workflows and improving operational efficiency. By automating routine tasks, reducing manual errors and facilitating collaboration across teams, DXPs enable organizations to operate more efficiently and effectively, freeing up resources to focus on innovation and growth initiatives.
  4. Scalability and flexibility: DXPs are designed to scale alongside business growth, accommodating increasing volumes of content, users and transactions without sacrificing performance or user experience. Their flexible architecture allows organizations to adapt and evolve their digital strategies over time, supporting new business models, markets and technologies as they emerge.
  5. Accelerated time-to-Mmarket: DXPs empower organizations to rapidly create, deploy, and iterate digital experiences, reducing time-to-market for new products, campaigns and initiatives. This agility enables businesses to respond quickly to changing market conditions, customer preferences and competitive threats, driving innovation and maintaining a competitive edge.
In summary, DXPs drive business growth and innovation by enhancing customer engagement, providing data-driven insights, streamlining operations, offering scalability and flexibility, and accelerating time-to-market for new initiatives.

How does a DXP support personalized and omnichannel customer experiences?

A DXP supports personalized and omnichannel customer experiences by leveraging advanced data analytics and integration capabilities. Through data-driven insights, it enables organizations to understand individual customer preferences, behaviors and interactions across various channels. By integrating with customer relationship management (CRM) systems, marketing automation platforms and other data sources, a DXP can gather comprehensive customer data and use it to deliver tailored content and experiences in real-time. Whether a customer is interacting with a website, mobile app, social media platform or other digital touchpoints, the DXP ensures a consistent and cohesive experience, ultimately enhancing engagement, satisfaction and loyalty.

What is the importance of content management in a DXP?

The importance of content management in a DXP lies in its ability to centralize and streamline the creation, organization and delivery of digital content across multiple channels. Content management ensures that organizations can efficiently create, edit and publish content, empowering them to maintain a consistent brand voice and messaging. By organizing content in a structured manner, DXPs facilitate easy navigation and searchability, enhancing the overall user experience. Moreover, robust content management capabilities enable organizations to adapt and respond quickly to changing market trends and customer needs, ultimately driving engagement, loyalty and business growth.

What security features should be considered in a DXP?

Security is paramount in a DXP, and several key features should be considered to safeguard sensitive data and protect against potential threats. These include:
  1. Access control: Implementing robust access control mechanisms ensures that only authorized users can access specific content and functionalities within the DXP.
  2. Authentication and authorization: Utilizing strong authentication methods, such as multi-factor authentication (MFA), helps verify the identity of users before granting access. Authorization mechanisms then determine the level of access each user has based on their role and permissions.
  3. Data encryption: Encrypting data both at rest and in transit helps prevent unauthorized access or interception of sensitive information. This includes encrypting data stored in databases and encrypting communication channels using protocols like HTTPS.
  4. Regular security audits and vulnerability assessments: Conducting regular security audits and vulnerability assessments helps identify and address potential security weaknesses or vulnerabilities in the DXP infrastructure and applications.
  5. Secure development practices: Following secure coding practices and regularly updating software components and dependencies helps mitigate the risk of security vulnerabilities introduced through programming errors or outdated software.
  6. Compliance with industry standards and regulations: Ensuring compliance with industry standards and regulations, such as GDPR, HIPAA or PCI DSS, helps protect customer data and avoid regulatory penalties.
  7. Incident response and monitoring: Establishing robust incident response procedures and implementing continuous monitoring solutions enables organizations to detect and respond promptly to security incidents or breaches, minimizing their impact.
By incorporating these security features and best practices into a DXP, organizations can mitigate security risks and build trust with their customers, partners, and stakeholders.

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