Digital Experience Management: Your Eyes and Ears for the Future

Exactly what is digital experience management (DXM)? We’re all familiar with the term ‘customer experience’, and the critical role it plays in a brand’s success. In the same way, experience management is a looming factor in today’s business processes, although the two tend to be confused with each other – but they’re not the same. While customer experience refers to the experience you deliver, experience management tells you how effective those experiences can be for your business.

But what about ‘digital experience management’? Where does that come into play in the constantly evolving world of consumerism? In simple terms, it’s how your organization monitors and optimizes your customer experience across all digital channels – and in an increasingly digital world, it’s becoming a guiding business principle for many industries. DXM allows your brand to monitor every interaction that your audience has with your website, socials, mobile apps, intranets and more, to help you understand what’s working and fine-tune processes as needed.

The facts speak for themselves: customer experience remains the #1 brand differentiator in the world today. And since COVID-19 dramatically accelerated the digitization of CX, it stands to reason that DXM has been at the top of most business agendas since the start of 2022. In fact, studies show that 80% of consumers see the world as “all digital” – no longer distinguishing between online and offline experiences. Hence, customer expectations have reached an all-time high. The Forrester North America 2022 Predictions Guide states, “Although they’re generally willing to forgive companies struggling with pandemic-related disruptions, consumers also expect companies to double down on building a successful and sustainable digital customer experience.” Enter digital experience management – a tool of the future, except it’s here and it’s now.

What are the specifics of getting a handle on your digital experience? Your customers expect a seamless, omnichannel experience where they engage with your brand. Your employees expect to be listened to and set up for success. How your products show up online and how easy they are to purchase matters as much as the product quality. Digital experience management will allow you to:

  • Learn precisely how people are engaging on all your channels
  • Flag problem areas by being able to see where potential customers “jump ship”
  • Collect real-time feedback from customers and employees
  • Identify processes that could be streamlined – or even automated – to enrich the customer experience
  • Use data, not guesswork, to guide your decisions
  • Keep your CX consistent across ALL channels

Did you know that 84% of organizations that prioritize the improvement of CX see a spike in revenue? And companies with invested and engaged employees outperform competitors by a staggering 147%? In addition, it has been proven that consumers today will pay more if buying from a company with a stellar reputation for great service. That’s right, your bottom line can be exponentially boosted via smart DXM.

More than ever, BPO outsourcing companies can become an integral part of your DXM strategy. With a deep pool of customer service specialists, award-winning Anexa supports businesses across all industries in the management of their audience’s DX, allowing for highly personalized interactions through every step of the customer journey. Our agents embody true commitment to the customer experience and your company’s ability to provide next-level service. We also work within the premise that customer service is no longer a reactive business practice that simply puts out fires, but a dynamic and proactive customer outreach. With detailed analytics and insights that generate well-informed customer profiles, our teams are able to prevent issues, solve problems before the customer raises them, target sales and personalize responses when customers reach out. As an extra step, our agents can be issued the authority to make decisions based on an individual customer’s profile, needs and circumstance, thereby taking ownership of the interaction. In the customer service support role, Anexa teams are able to integrate seamlessly with all your company’s departments to ensure that the right hand knows what the left hand is doing, and that insights and data are shared and acted on.

Anexa’s customer care specialists are highly trained to embody the voice, the face, the language and the spirit of your business and your brand.

For more on how to incorporate DXM into your business model, reach out today – Anexa.