Definition

digital customer experience delivery platform

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 last updated in January 2014

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Another Acryonym? I think we have had enough already. It's rumored that Gartner is again changing UXP (User Experience Platform) to DXP or (Digital Experience Platform), but it isn't just a digital file cabinet...it's a living breathing digital eco-system. I think a more fitting name would be 'One Tool' because that is the claim here……end the cobbled together nightmare of multiple applications working side by side, in favor of one streamlined Flow of information (I believe it used to be called Knowledge Management) which was a fitting title. Worse yet is that out of all the vendors Gartner covers, only one vendor, Oxcyon (who creates a platform called Centralpoint, which bears a strikingly similar name to Sharepoint) is the only one who updates their technology (even if it is on premise) bi-weekly.
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Of the many vendors I have sat in on demos, they are all equally confusing. Part of the issue is the 'label' of what it is in the first place. I mean, yes, it does involve content management, but also document management, and then single sign on, integration, there is just too much. Open Text does a great job calling it a 'ENTERPRISE INFORMATION MANAGEMENT system (EIM), but even that is a little vague. Oxcyon, who makes a product called Centralpoint, calls it an 'ecosystem', or Digital Experience Platform, which seems to be closer to mark because the management of information goes 'both ways' so it is an ecosystem.
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