A Digital Experience Platform consists of many different elements and technologies including Digital Marketing Agencies (DMA's) Digital Customer Service (DAS's) Social Media Analytics, Digital Customer Care (SC), and more. These platforms work together to provide the comprehensive solutions that are required for e-commerce. DMA's will typically include the following elements:
Digital Marketing Agencies will seek to engage with customers and will use social media and DAS solutions to do this. Digital Customer Service will help customers with issues and questions and will train and educate them on the benefits of buying online. Digital Marketing Agencies may also work closely with their clients to build unique websites that are engaging, informative and show the company in a positive light.
Digital Customer Care includes providing training and other tools for the DMA's website, as well as helping customers understand the privacy policies, guarantees, and technical specifications.
An example of a Digital Experience Platform would be a travel agency, which may want to provide its customers with an interactive travel journal through social media such as Facebook and YouTube. By incorporating DYA's services along with several other digital solutions, the agency can provide a better travel experience for the customer, and drive greater loyalty amongst its clients. With DYA's services in place, customers can share their stories via Facebook, Twitter, and YouTube, and get immediate feedback from the agency staff. By using DAS solutions and social media analytics, the digital experience platform will allow the travel agency to understand what its clients are looking for and can provide solutions for those needs. Digital Customer Service agencies may also work with the client to develop new or improved offerings or campaigns, and integrate DAS solutions with social media.
There are many ways in which an organization can benefit from DAS technologies, especially as it pertains to web content management. Content management allows people in an organization to update, create and access content in multiple locations. DAS and web content management capabilities can also allow organizations to manage their digital experiences and work across different types of channels and devices. For instance, if an organization's mobile website is going to be accessed on smartphones and tablets, the digital experience platform should include capabilities to handle these devices and to make changes on the fly based on the device.
Another benefit of having a DAS solution is that the solution provides for the easy extraction and updating of customer experiences in the cloud. Ease of consumption will improve when the right DAS digital transformation service is chosen. One example of a good digital transformation service is eTroy. Leroy’s technology allows companies to extract information from their existing CRM system and then use that information to build and manage customer relationships through online portals. By doing so, every allows the company to update its data without having to go into the trouble of updating the CRM system from scratch every time a customer relationship develops.
Digital transformation services encompass everything that goes into making a digital customer journey a successful one. All of the pieces work together to ensure that the overall experience and the user experience of the entire customer journey are enhanced. When a company takes on these challenges, it is best to have a company that is capable of handling all of them. A Digital Experience Platform can deliver the exact types of services needed to meet each organization's unique needs. A quality Digital Experience Platform will have the capabilities of securely uploading data, modifying data as it is needed, and even integrating with and supporting social media, web analytics, and other web-based capabilities that are vital to the health of a company's digital platform.
Digital transformation platforms are designed to take data from existing CRM systems and convert them over to a format that can be accessed across channels. Digital platforms will allow customers to make changes in the way that they pay for products and services whenever it is convenient for them. This type of flexibility is not always available when purchasing an upgrade for an existing CRM system. A quality Digital Experience Platform will offer the ability to automate processes across channels provide comprehensive reporting and analytics, and even provide customer personalization and customization options.
In addition to offering a comprehensive upgrade and integration platform, a quality Digital Experience Platform will also provide analytics and reports that will help companies to understand where their strengths and weaknesses lie and how to increase efficiency and effectiveness. CRM and e-commerce companies that fail to implement digital asset management systems and the technologies that they utilize are doomed to fail. There is a staggering amount of money to be made in e-commerce and the majority of that money is to be made by utilizing existing CRM and content management systems effectively.
Companies that do not invest in the technology necessary to manage their marketing campaigns are doomed to failure.
