No doubt! A platform for companies to digitize business operations, deliver connected customer experiences, and gather actionable customer insight empowers today’s organizations to compete for clients with ever-evolving customer expectations. Such a digital experience platform built with personalisation solutions further unleashes exciting business potential. In fact, according to Gartner analysts, 59% of service organizations say creating seamless journeys is one of their top three priorities today.
Such DXPs can be a single product but are often a suite of products that work together; aiming to deliver a seamless customer journey will surely be your business’s top priority. It helps companies to sustain a competitive market and boost revenue. Customer experience personalization can enhance user engagement by utilizing customer data and feedback, tailoring content and offers to individual preferences and past behaviors.
In this blog, we will explore how personalization has become a game changer in digital experience platforms, transforming them to be more engaging and relevant.
Evolution of Digital Experience Platform in Customer Journey
A modern digital experience platform goes beyond mere convenience; it ushers in a realm of extensive automation. It is built on Cloud Native architecture to create an enterprise’s digital experience at the intersection of processes, content, and applications, serving your customers, employees, and partners the functionality and stability that they need and expect. It comprehensively analyzes organizational workflows, identifies bottlenecks, and strategically removes people from processes where machines can consistently and efficiently take over. It leads experts to channel their efforts into more strategic initiatives.
Today, personalizing digital experience platforms is becoming a key part of digital experience, helping brands anticipate customer needs and preferences even before they’re expressed. The less effort a customer puts into making a purchase or solving problems, the happier and more loyal they’ll be to your brand. Organizations must make omnichannel strategies that deliver products and services to customers whenever and wherever they want them to build total experiences for their customers, employees, and business partners.
Why Personalization is Important for Digital Experience Platforms
In the Digital+ economy, customer and employee experiences (CX and EX) are the talk of the town at businesses of all sizes around the globe as true employee- and customer-centric experiences can truly transform any business. Gartner reports that 64% of customer-facing employees say unnecessary effort and too many silos prevent them from delivering a high-quality customer (or employee, or citizen, etc.) experience.
The ability to break down silos and deliver interconnected rather than disparate experiences to deliver exceptional total experience,’ , will help to outperform competitors, empowering them to:
- Modernize
- Integrate everything
- Delight with total experience
Personalization is a key component of such DXPs because it helps foster meaningful engagement and create more satisfying experiences. Businesses that forge stronger connections between brands and buyers stand out in a saturated market and gain long-term success.
A personalized digital experience platform is designed to build more than just websites. It is the trusted solution for an enterprise’s digital experience at the intersection of processes, content, and applications that resonate with customers. Users, such as business partners, customers, or employees, can customize their own views of the sites (as permitted), adding applications to pages and arranging them as they want.
A personalized customer experience based on customer feedback and relevant data can improve business outcomes. Using a personalized digital experience platform to put together a polished, user-friendly front-end portal powered by backend integrations and workflows achieves the following:
- Drag and drop content creation and management feature to create and deliver wireframe to webpage content faster.
- Businesses can integrate APIs to integrate data, processes, and services into their digital platforms, allowing them to pick the solution that meets their custom requirements.
- Reduces unexpected costs by allowing businesses to build and deploy digital experience platforms on the cloud of their choice.
- Delivers tools to the organisation to keep every part of the experiences safe and secure for practitioners and end users.
Personalized customer experiences can significantly enhance customer journeys through targeted content and tailored interactions. Realize the power of possibility for you and your business with HCL DX. It aggregates portlets in one place and gives users the power to customize their own desktops, a means for doing business efficiently and with high satisfaction. Check the DX demo.
Conclusion
A personalized digital experience platform automates the monotony of routine tasks for your business while considering the modern customer journey. When investing in a Digital experience platform, ensure it is future-proof by offering application program interfaces for integration with third-party services that extend and enhance the core platform. No single provider can anticipate all the needs of its DXP customers, and a business needs a robust platform that evolves and adapts alongside your organization’s dynamic requirements.
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