digital customer experience delivery platform definition

Contributor(s): Lauren Horwitz

A digital customer experience delivery platform is software that helps create, manage and measure cross-channel customer experiences

This class of software combines traditional Web content management (WCM) functionality with customer experience management (CEM) capabilities given the increasing proliferation of new channels to manage relationships with customers, including email, chat, social media, the phone or interacting with a company's website.

Digital customer experience delivery platforms are an outgrowth of traditional e-commerce software and Web content management systems. The difference is that DCED platforms include additional functionality such as Web analytics and content personalization and digital asset management. Some platforms also facilitate marketing automation and Web page A/B testing.

 

 

This was first published in January 2014

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