Blog: ERP

Sitecore Digital Platform: Enhance Customer Experience

May 11, 2020 - by Synoptek

In today’s customer-centric era, offering consistent user experiences across all touchpoints has become the sole differentiator between successful and unsuccessful companies. This has led to the growing popularity of digital experience platforms that help organize and optimize user experiences across all digital interaction channels, including websites, mobile apps, social media.

These advanced enterprise-level software solutions can also collect, process, and analyze data for business purposes – to further improve end-user experience. Sitecore, with its modern user-driven capabilities, is an ideal digital experience platform that can meet the needs of today’s customers. Read on to find out more!

The Need for a Digital Experience Platform in 2020

Customer experience has always been central to every e-commerce strategy; yet most companies have failed to meet customer expectations. One of the main reasons for poor user experience is the use of several distinct software solutions to drive customer satisfaction – which is not only inconvenient to integrate but also costly. As interactions become increasingly digital, digital experience platforms are experiencing immense adoption in 2020 across the e-commerce world. They provide organizations with a single, unified system to carry out e-commerce operations.

Integrating an array of systems and technologies such as CMS, web portals, analytics, marketing, search and recommendations, these platforms operate as a single aggregated solution, contributing greatly to digital experience management. Such integration enables comprehensive digital functioning of e-commerce enterprises while providing impeccable customer personalization across all channels. There are several capabilities that modern digital experience platforms offer. Some of them are listed below:

  • They allow organizations to control and optimize their customers’ digital experiences across all potential touch points.
  • They offer a portfolio of integrable products or a single unified solution to manage digital experiences in a cost-effective manner.
  • They collect and aggregate customer data across a range of digital channels, so organizations can build, maintain, and personalize content for customers.
  • They integrate several technologies across e-commerce, business intelligence, marketing, data analytics and management, content management, and customer experience products to offer a seamless and consistent digital experience.

The Benefits of Sitecore’s Digital Experience Platform

Customers today expect the same experience from e-commerce platforms as they enjoy on their mobile devices surfing websites, downloading apps, and communicating with people. That’s why the popular content management provider Sitecore is extending its capabilities to venture into the world of digital experience. A leader in Gartner’s Magic Quadrant, Sitecore offers an array of features across content management, aggregation and personalization, search and discovery, collaboration, social media, analytics, cloud, security, and more. But it’s not just seamless omnichannel experiences that Sitecore provides; it also helps:

  • Build stronger relationships with customers through personalized experiences that improve customer satisfaction and loyalty.
  • Deliver the right content to the right customers at the right time on devices spanning desktop, laptop, mobile, and more.
  • Address customer needs at different touch points across the customer journey – right from awareness to purchase and even advocacy.
  • Integrate data from across the e-commerce organization and improve the relevance of content delivered to match customer needs.
  • Create multilingual sites and cross-channel campaigns to improve interactions with clients while improving business decision-making by decoding data gathered from across the business.
  • Provide personalized access to users based on user credentials and streamline customer interactions across channels to provide a consistent experience.
  • Coordinate and collect customer data across all touch points and conduct real-time analysis on customer data across multiple digital channels.

Using Sitecore to Achieve a Competitive Edge

With capabilities spanning data analytics, marketing automation, and real-time personalized content delivery across touchpoints, Sitecore Digital Experience Platform is helping businesses deliver a highly personalized experience to customers. Companies can leverage Sitecore to achieve a competitive edge over peers. Here are the benefits it offers:

1. Single Control Center

Receive holistic control over all e-commerce processes. Instead of having to manually track user behavior across various touchpoints, analyze collected data and deliver relevant content to customers, Sitecore eliminates the need to switch between multiple apps and systems to perform these tasks. The single control center not only saves time in manual entries, but also generates better insights, and enables organizations to take a customer-centric approach to doing business.

2. Improved Employee Productivity

Provide your team with access to the information they need – whenever they need it. The unified platform breaks silos and barriers between different departments, thereby enabling better communication and collaboration between various teams – to improve efficiency. In addition, the option to customize the platform to suit the needs of the business means users can easily change settings and upgrade tools to improve productivity further.

3. Comprehensive Visibility

Gain visibility across every customer – no matter where they are located on the customer journey. Sitecore’s Digital Experience Platform offers organizations with a 360-degree portrait of existing (and potential) customers, allowing them to mold their offerings to suit specific needs. It is through such customization that organizations can offer deeply personalized content that directly translates into customer satisfaction and loyalty.

4. Data-Based Decision-Making

Leverage advanced capabilities of built-in data analytics and machine learning tools to make big decisions. By collecting data from across the business and analyzing it using modern tools, Sitecore Digital Experience Platform prepares the ground for well-informed decisions. It helps turn data into insights and insights into action, making it easier to understand customers better and make the right decisions at the right time.

5. Long-Term Cost-Effectiveness

Due to the flexibility of the platform and integration capabilities, you can optimize cost. It is a well-known fact that digital experience platforms aren’t cheap. Still, Sitecore’s flexible architecture and unmatched integration capabilities translate into high revenue in the long run – making it a perfect choice for businesses. Organizations can increase customer satisfaction and loyalty, which translates into improved sales — that help offset initial expenses.

Keep Up with the Pace of Change

As market dynamics, business processes, and customer needs undergo a transformation, digital experience platforms are witnessing a massive surge in demand. If you’re looking to keep up with the pace of unprecedented change, it’s time to implement a comprehensive digital experience platform like Sitecore to react rapidly to market and business needs and adapt to changing customer needs and business patterns.

Interested in implementing Sitecore’s platform into your business infrastructure? Contact an expert at Synoptek today.

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