Digital Experience Platform (DXP)
A digital experience platform (DXP) is a set of technologies for businesses that are focused on improving their customers’ experiences. DXPs are open platforms that integrate with an organization's existing software and expand across all departments. They are often compared to customer service management systems (CSMs), but digital experience platforms consist of a wider range of functionality. The platform is used for improving user experiences when visiting websites or mobile apps. It can also aid in identifying factors that lead to decreased customer experiences, like slow response times, so that they can be remedied.
What Small and Midsize Businesses Need to Know About Digital Experience Platform (DXP)
Customer experience is crucially important to the success of a SMB and it extends beyond in-store and face-to-face interactions. Digital platforms offered by SMBs, like websites and apps, are becoming increasingly popular tools that also create a customer service experience. Those who have fantastic in-store interactions, but lackluster experiences with a company’s digital presence are likely to shy away from using these digital tools which can be counterintuitive for SMBs who are aiming to extend their digital presence. Over time, this can lead to decreased revenue and poor online reviews, but a DXP can identify any problems before this occurs.
Related terms
- RM (Relationship Manager)
- Best-in-class
- Customer Relationship Management (CRM)
- Shared Services Or Shared Services Center
- Contact Center
- Customer Information File (CIF)
- Business Development Representative (BDR)
- Customer Relationship Management (CRM) Analytics
- Customer Experience
- Best-of-breed
- Customer Experience Management (CXM)
- Go-to-Market (GTM) Strategy
- Chatbot
- Channel Management
- Corporate Communication
- Customer Engagement Center (CEC)
- Customer Analytics
- CSS (Customer Service and Support)
- Electronic Customer Relationship Management (e-CRM)
- Voice of the Customer (VoC)
