Digital Experience Management (DXM) is a combination of strategies and processes designed to manage and optimize all the interactions customers experience as they navigate and use an organization’s various digital platforms and communication channels. DXM oversees the entire digital customer journey across a company’s websites, social media channels, mobile apps, chat systems, and all other digital channels and assets.
The goal of DXM is to streamline all the customer-facing and backend processes to ensure a consistent customer experience, improve audience-specific content, and remove friction or obstacles from the customer journey, for improving sales and customer satisfaction.
DXM is an integral component of CX software that helps companies manage digital customer journeys alongside other elements of customer experience. DXM is also often integrated with contact center solutions to optimize support processes and create a holistic view of digital customer interactions across all the touchpoints a customer has with a company.
Key Capabilities of DXM Platforms
Customer Journey Mapping: A DXM platform typically provides customer journey mapping tools to help organizations create outlines and visual step-by-step representations of end-to-end customer interactions with a product funnel, service, or digital channel. Customer journey maps help pinpoint customer behaviors and highlight needs, opportunities, or issues that exist in the digital customer journey. Customer journey mapping also helps companies hone customer persona elements and personalize the customer experience for their target audience.
Conversation Analytics: DXM platforms offer AI-powered conversation analytics to analyze natural language customer interactions in chat, email, social, or voice channels, provide insights into customer intent, and make data-driven predictions about future customer trends and behavior.
Feedback Management: DXM platforms facilitate feedback management by collecting and analyzing customer feedback on products or services. Organizations use this data to solve product issues, identify key customers, customize services, and improve the overall customer experience to drive revenue.
Intelligent Automation and Self-Service: DXM platforms have intelligent automation tools to streamline workflows within the organization, as well as deliver swift resolutions to common customer inquiries. With self-service tools such as intelligent chatbots offering highly contextualized responses to inquiries, customers need not wait until they can connect to a human agent, unless it is for more complex matters.
Agent Coaching and Quality Management: DXM platforms gather and analyze important customer interaction data, including sentiment, intent, and behavior. This data is valuable for real-time agent coaching in contact centers and helps ensure quality in customer service interactions across a company’s support channels and teams.
Centralized Content Management: DXM platforms provide a centralized content management system that companies can use to create personalized content and distribute it across their various digital channels, within a single platform.
Top 10 Digital Experience Management (DXM) Software
Top 10 Digital Experience Management (DXM) Software sorted by Wheelhouse Score.
CXone helps organizations of all sizes be the first choice of customers, the first to innovate, and the first choice employer. Only CXone delivers one unified experience, on one cloud native platform, fast onboarding of new employees and capabilities, with embedded AI to keep your team one step ahea...
Zendesk Suite is an end-to-end customer relationship platform that combines help desk, voice and CX capabilities into one powerful application. AI is a key capability at Zendesk, offering users the ability to infuse intelligent automation across a variety of areas, from customer interactions to inte...
ServiceNow helps enterprises to build cloud networks or software that can help them in administration, governance, or digital workflow management. ServiceNow has grown immensely popular because of all the talk that goes around business automation. ServiceNow is an American-based company operating fr...
Custellence is a user-friendly, flexible suite of customer journey mapping tools that organizations and Customer Experience (CX) professionals can use to create, present, and share personalized experience maps, user maps, service blueprints, and other visual representations of customer behaviors and...
cxomni is a Customer Journey Management platform that analyzes customer touchpoint data across various channels and provides companies with insights and mapping tools to help optimize the customer journey. This platform is highly collaborative, so teams can work together to create customer journey m...
Zeotap is a Customer Data Platform (CDP) that helps organizations integrate, unify, segment, orchestrate, analyze, and protect customer data while maintaining security and privacy compliance. Zeotap offers a user-friendly interface designed for marketers to drive revenue across the company, and buil...
Smaply is a secure, enterprise-ready Customer Journey Management platform that provides centralized tools for creating and managing customer journey maps, as well as collaborating in real-time. Smaply focuses on supporting business performance improvements with customer-centric tools for visualizing...
Adobe Experience Platform is an integrated suite of AI-powered tools and applications to help companies deliver and scale personalized customer experiences. With the Adobe Experience Platform, companies can create and activate audiences, improve customer engagement, gain actionable insights through ...
Staircase AI is a Customer Intelligence platform that uses advanced AI technology to analyze customer signal, churn, and team performance data to provide companies with valuable customer insights that drive revenue. Staircase AI is designed to support key teams across an organization, including Exec...
Medallia is a customizable and AI-powered Customer Experience Management (CXM) platform that helps organizations manage and improve experiences for customers, employees, and contact center agents. Medallia’s SaaS solution analyzes interaction, experience, and conversational data across digital...
