Digital Experience Platforms (DXP), also known as Customer Experience Platforms (CXP), are essentially the evolution or extension of traditional Content Management Systems (CMS). Whilst Content Management Systems help you manage content for websites, DXPs or CXPs go further.
Here's what makes a DXP/CXP different:
Instead of just managing website content, a DXP can manage experiences across:
- Websites and microsites
- Mobile applications and responsive interfaces
- Self-service portals and customer accounts
- Digital forms and secure document submission
- Email communications and newsletters
- Social media channels
- Interactive kiosks and digital signage
- Customer service platforms and chatbots
Instead of just storing and serving content, a DXP can:
- Personalise experiences based on user behaviour
- Track customer journeys across multiple channels
- Integrate with your existing business systems
- Automate marketing processes and workflows
- Manage digital assets and media libraries
- Handle secure transactions and data exchanges
- Provide analytics and actionable insights
- Ensure compliance and governance
- Optimise content for different audiences
- Manage multi-language and regional content
Think about how frustrating it is when you deal with an organisation and have to:
- Log in multiple times across different services
- Re-enter your information repeatedly
- Navigate different systems that look and feel different
- Can't see all your information in one place
- Get asked questions they should already know the answers to
A DXP solves this by creating:
"One View of the Customer"
- Single sign-on across all services
- Unified profile that follows you whether you're on a computer, mobile app or tablet
- Consistent experience across every touchpoint
- Personalised dashboard of all your interactions
- Smart forms that remember your details
- Personalised recommendations
The Backend Benefits:
- Single source of truth for customer data
- Reduced administrative overhead
- Better security and compliance
- Improved customer satisfaction
- More efficient service delivery
- Data-driven decision making
This unified approach means:
- No more data silos (providing it's effectively integrated)
- Considerable improvement in customer experience using any device
- Large reduction in processing times and costs
- Significant reduction in paper-based processing
- Consistent branding regardless of where it's consumed
- Reduced support calls
- Higher user-adoption
- Reduction in operational costs
Our Approach:
There are a number of DXP's in the market and in truth each has a nuance that will make it more or less suitable for your organisation.
A DXP will take at least several months to implement and longer to roll out across your organisation, it's an important investment and it's critical you either find the right one for your needs or have one specifically developed for you.
We help organisations in two key ways:
1. DXP Selection & Implementation
- Independent assessment of leading DXP solutions
- Detailed requirements gathering and analysis
- Supplier evaluation and selection support
- Implementation planning and execution
- Integration with existing systems
- Staff training and change management
- Ongoing support and optimisation
2. Custom DXP Development
- Bespoke solutions built to your exact needs
- Modern, scalable architecture
- Deep API integration with your tech stack
- Complete control over features
- Future-proof flexibility
Why Work With Us:
- Supplier-neutral approach ensures the right fit for your needs
- Extensive experience with both commercial and custom DXPs
- Deep technical expertise across multiple platforms
- Proven track record of successful implementations
- Focus on long-term success and scalability
- Understanding of complex integration requirements
Next Steps:
- Initial Consultation
- Understanding your current challenges
- Exploring your digital vision
- Identifying key requirements
- Discussing potential approaches
- Assessment & Analysis
- Detailed needs assessment
- System and process review
- Integration requirements
- Cost-benefit analysis
- Recommendations
- Solution options and comparisons
- Implementation roadmap
- Resource requirements
- ROI projections
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