Changing customer demands force organizations to adapt quickly. But pleasing every customer across all available channels is easier said than done. Without a holistic approach, this leads to cluttered technology stacks and siloed data. Embrace multiexperience, leverage individual touchpoints, and learn how to scale your online customer experience.
By concentrating on how each brand interaction supports customers, marketers are able to deliver better customer experiences, build stronger relationships, and help customers achieve their goals faster. This builds trust, loyalty and, eventually, advocacy.
However, today’s customer journey is multistage, multichannel, and multidevice. It puts major pressure on organizations to arm themselves with the tools, skills, and data to scale their online customer experiences in many directions at once.
Struggling to keep pace with a digitally accelerating world, many organizations are bringing in more and more systems to help them meet the growing expectations of their customers. But will it be enough?
From omnichannel to multiexperience
As the digital landscape continues to evolve, simply having a presence across multiple channels is no longer a point of differentiation. Customers require multiexperience.
According to Gartner, delivering multiexperience “involves creating fit-for-purpose apps based on touchpoint-specific modalities, while at the same time ensuring a consistent user experience across web, mobile, wearable, conversational and immersive touchpoints.”
So, the new ideal in customer experience delivery is being super-specific in leveraging individual touchpoint qualities while ensuring that the customer’s journey across these touchpoints flows seamlessly.
Delivering multiexperience requires a holistic view of the customer. This customer view should be fully integrated with the tools that help you personalize the journey, anticipate their needs and accurately respond to them.
The importance of digital maturity in customer experience
Creating the ultimate personalized multiexperience goes beyond simply presenting the right content at the right time on the right device; it requires a level of digital experience maturity that doesn’t just target how you share content, but how you operate.
An organization’s digital experience maturity is its level of sophistication in measuring and delivering digital customer experiences across touchpoints.
Digital experience platforms (DXPs) are the perfect technology to help organizations raise their digital experience maturity. Their modular cloud architecture and headless API layer bring the kind of seamless extensibility and interoperability required to achieve consistency across all touchpoints while also gathering and collating insights from them all. And by enabling seamless integration of data and smart digital marketing tools, DXPs make the infinite loop of learning and improvement a reality.
Scaling the customer experience
Delighting every customer across a growing customer base and all the channels they wish to use is easier said than done. Marketers often get lost in the large amounts of experience-enhancing technologies, oceans of siloed customer data, and endless personalization possibilities.
So, we teamed up with Kentico Silver Partner Adrenalin to create the How to scale your online customer experience whitepaper which explores how brands can leverage DXPs to increase their digital maturity and to deliver memorable multiexperiences for their customers in the age of great expectations.
We explore:
- What digital maturity looks like in a post-pandemic landscape
- Why it is crucial for your business and customers
- How DXPs rise above the CMS in experience delivery
- Kentico DXP tools that help you scale your customer experience
- The importance of omnichannel and multiexperience
- The power of personalization
- Three steps for scaling your personalization
- Creating a persistent and consistent customer experience
- How DXPs power ROI
With the increasing pace of change, competition intensity, and higher consumer expectations, organizations are under immense pressure to deliver consistently great multiexperience across an endless number of touchpoints.
Marketers need to craft a customer experience that no matter how many channels or devices it passes through, remains one cohesive and consistent, adaptable but automated, and friction-free path.
With a DXP, you get seamlessly integrated data and tools to deliver truly personalized multiexperience at scale.
Download the whitepaper and find out how to scale your online customer experience with the power of a DXP.