Digital experience matters. Whether you’re a company or government organization, the first interaction a customer or constituent has with you today will likely be digital. In many cases, every interaction they have with you will be digital. The quality of that experience makes a big difference; it can be the difference between lifelong loyalty and losing a customer from one second to the next.
However, there are three factors making it challenging for brands to deliver the consistent and convenient digital experiences customers expect:
- The proliferation of digital channels
- The “multi-multi” problem
- Siloed customer experiences
To overcome these challenges and facilitate seamless orchestration of digital experiences across all channels at scale, you need a digital experience platform (DXP) that supports consistency and innovation, while still being flexible, extensible and adaptable. In other words, you need an open DXP.