Digital Experience Transformation

Digital Experience Transformation – What is it, and when do you need it?

Digital Experience Transformation

Let’s start with the obvious – This is not a typical, heavily-used buzzword you see thrown around. At least, not yet (you never know….) 

That’s because we… well, we made it up. We created a solution that didn’t quite fit traditional definitions. It’s sort of an overlap – a venn diagram if you will – of “Digital Transformation” and “Digital Experience.” For us, Digital Experience Transformation is using our Digital Experience Platform (DXP) to get your user experience over the goal line when your digital transformation efforts are either lacking or still underway.

We know that digital transformation goes well beyond the customer experience layer. Yet, nearly half of all digital transformation projects are embarked upon with the goal of improving the customer experience. 

We also know that, sadly, 70% of those customer-driven efforts fail to achieve that objective. That’s a $900 Billion problem with digital experience at its roots.

That’s why our DXP is uniquely positioned to focus on the “last mile” of your DX project – how your customer interacts with your brand, navigates multiple customer journeys, and gets the most from the efforts you’ve undergone to bring technology and data to bear in the service of improving customer experiences.

How Do You Know if You Need Digital Experience Transformation?

A few simple questions can help you decide if this is the right path for you.

Q: Do you want to enjoy the customer experience benefits of digital transformation as soon as possible?

We’re not going to try to tell you that digital transformation isn’t a vital business initiative that all companies should at least consider. We’re big fans. But maybe you need to get to the end results (increased loyalty, better cross/upsell, improved share of wallet) sooner, and with less expense, while you enable the bigger DX picture to happen. We wouldn’t call our solution a band-aid – you’re going to want to keep it in place with or without transformation – but it can be a fast-lane to the results you need.

Q: Do you have multiple customer experiences and/or journeys?

It happens all the time: Rapid product expansion, mergers, acquisitions, partnership strategies, or partially-completed integrations leave you with a different experience for each of your customers – whether differing login pages, competing portals and dashboards, or separate bills, one customer may see one set of available products and options, while another might see something completely different. It’s a recipe for confusion, frustration, and missed opportunities. Our solution is not just effective, it’s elegant in its simplicity. It sits like a science fiction-era translator on top of the journeys, bringing them all into one experience without touching the underlying technology. It’s a new, better CX layer.

Q: Is your company’s innovation being held back by siloed data and technologies?

“Great idea, but we’re just not set up for that.” We’ve all heard it, perhaps a bit too often. Here’s a way to transcend the existing siloes and provide a simple, elegant way to deliver the experience without reinventing the wheel, boiling the ocean, or any of the other myriad euphemisms for “it’s just too hard.”

Q: Are you interested in creating a more natural environment for cross-selling and upselling?

I’ll admit, as a Marketing guy, this one is near and dear to my heart. The DXP empowers companies to create something of a turbocharged cross-selling environment. Marketing, so often, is all about context. We try to purchase the most relevant channels. We select high-intent keywords. We A/B test intrusive versus nonintrusive headlines. Even Google has been vocal about harnessing the power of micro-moments

Rather than harness moments, or target words, the dashboard environment becomes the context. It’s a destination where business is conducted. Where users are actively engaged in checking numbers, paying bills, finding users, worrying about taxes, and optimizing their visibility. It’s a place where as quickly as problems are encountered, solutions to those problems can be offered. By combining the knowledge graph with our conversational UI, these moments are recognized and messaged in real time based on AI and machine learning. Instead of pitching a product, we offer a solution. Instead of asking questions, we provide answers. Instead of just actively marketing, we’re passively selling.

Q: Would you like to learn more?

In case you haven’t noticed, I could go on all day. So could our integration specialists, product managers, and technology leadership. But I promise, we’ll keep it to a demo and a short conversation about what problems you’re facing and how we can help. If that sounds like a plan, I’d encourage you to schedule a demo today. 

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