Digital experience (DX) is the collected responses a user or customer has when interacting with a brand. This includes digital experience platforms such as the company website, apps, social media, and chatbots. In a world that increasingly operates online, marketers must ensure they deliver a great digital customer experience across all touchpoints. This means providing a seamless user experience, fixing any issues quickly, and understanding and adapting to user behaviors. Brands must also ensure that all tools and platforms are secure and customer data is never compromised.
As with customer and user experience, providing a good digital experience helps to build trust, increases customer loyalty and satisfaction, and gives brands a significant competitive advantage. Digital experience management also provides an opportunity to get real time customer feedback and data insights so brands can respond to issues and improve services.
Creating a cohesive digital experience across all marketing channels is a challenge but using digital experience solutions such as DAM (digital asset management) and CMS (content management systems) can help smooth the journey.