Word of the Day: digital customer experience delivery platform

Word of the Day Daily updates on the latest technology terms | January 29, 2019 digital customer experience delivery platform A digital customer experience delivery platform (DCED platform) platform is software that is used create and manage structured content. The goal of a DCED platform is to support omnichannel push marketing efforts and provide marketers with the ability to view marketing, commerce and service metrics from a single pane of glass. Digital customer experience delivery platforms provide marketers with a holistic view of individual customers by aggregating information that the customer has already provided. This class of software typically combines traditional Web content management (WCM) functionality with more advanced customer experience management (CEM) capabilities to facilitate tracking brand awareness, competitive trends and campaign performance. Key features of a DCED platform provide marketers with the ability to: View marketing, commerce and service processes from a single pane of glass. Enter content once and reuse it for different purposes. Access customer data from multiple touchpoints. Analyze customer data from multiple touchpoints in real-time. Receive real-time alerts about changes in customer behavior. Identify and resolve inefficiencies in operational processes. Quote of the Day "The core philosophy of CX isn't limited to customers; it requires a technology investment that shows a customer's activity across all channels and gives an organization the ability to meet them wherever they are -- and optimize communications." - Scott Robinson Trending Terms web content management customer experience management e-commerce structured content content management system digital CRM Learning Center CRM and CX management at crossroads in the customer journey There will be a place for CRM, especially in organizations with veteran inside sales teams. But CX management gains traction as a model along with the technology supporting it as brands connect marketing to sales and e-commerce and focus on reducing friction in the process. Guide to customer experience management best practices, technologies Learn why customer experience management (CEM) is growing. Read about technologies, strategies and customer experience management best practices that businesses are applying to their CEM. Electronics company chooses integrated CRM for all CX needs Schenck Process uses an integrated CRM -- Oracle -- for everything CX. The company found there's a greater benefit to partnering with one company vs. trying to integrate multiple platforms. Tips to build a successful digital customer service strategy Learn how to create a successful digital customer service and support strategy with insights from Wendy's, Chamberlain Group and DoorDash on how they integrated Salesforce AI and added social media channels. Digital experience management: What it is and how it will change WCM Web content management is giving way to digital experience management. Expert Geoffrey Bock explains how to manage the shift from static WCM platforms. Quiz Yourself Bad customer service news spreads like wildfire on Twitter. The wise company deals with customer complaints in an __________ manner. a. empathic b. empathetic Answer Stay in Touch For feedback about any of our definitions or to suggest a new definition, please contact me at: mrouse@techtarget.com Visit the Word of the Day Archives and catch up on what you've missed! FOLLOW US About This E-Newsletter This e-newsletter is published by the TechTarget network. To unsubscribe from Whatis.com, click here. Please note, this will not affect any other subscriptions you have signed up for. TechTarget, Whatis, 275 Grove Street, Newton, MA 02466. Contact: webmaster@techtarget.com Copyright 2018 TechTarget. All rights reserved.