Digital experience management
Digital experience platforms bring together content, data, marketing and AI to bring products and services to life in online environments, regardless of the device a customer uses. Read up on how forward-thinking brands use customer experience platforms to get the edge on competitors.
Top Stories
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Answer
21 Oct 2022
Why is social media important for e-commerce?
To increase transparency, organizations can integrate social media with their e-commerce platform and enable users to post reviews and rate their products. Continue Reading
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Answer
28 Jun 2022
How do you know when you've outgrown your e-commerce platform?
When an e-commerce system's native content management capabilities no longer meet business needs, companies should consider integrating it with a content management system. Continue Reading
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Feature
22 Nov 2021
Cisco customer experience manager: What makes good tech CX
Cisco users buy its hardware and apps through partners, mostly. Cisco's customer experience architect discusses how the company forges customer relationships. Continue Reading
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News
17 Nov 2021
Slack improves workflow automation for Salesforce, other apps
Slack has retooled its Workflow Builder, intending to make automating work with Salesforce and third-party apps as easy as building a Lego set. Workers can use the tool next year. Continue Reading
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Feature
11 Nov 2021
Augmented reality emerges in customer experience tech
For customer experience, augmented reality is more common than virtual reality. Marketing and field service are the early adopters of AR, with sales and e-commerce trailing. Continue Reading
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News
02 Nov 2021
Microsoft Customer Experience Platform debuts
Microsoft introduces a number of CX tools, including the Customer Experience Platform, voice and SMS integrations, and technology for stores to connect physical and digital spaces. Continue Reading
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News
28 Oct 2021
Salesforce Field Service adds scheduling, Lightning web tools
Salesforce turns its attention to field service technology development, bringing mobile app and web experiences more in line with consumer-grade customer service. Continue Reading
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News
26 Oct 2021
Acquia adds CDP, digital experience platform features
Analyst: Latest features added to Acquia's marketing, commerce and customer data platform offerings show the company is serious about adding enterprise users. Continue Reading
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News
22 Sep 2021
Benioff: Salesforce-Slack merger supports hybrid workforce
Just 1,000 of the typical 180,000 Salesforce users attended Dreamforce 2021, but it was enough to get CEO Marc Benioff fired up about the future of hybrid work opportunities. Continue Reading
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News
20 Aug 2021
Adobe buys Frame.io cloud video review platform for $1.275B
Adobe plans to acquire Frame.io review and approval platform for $1.275 billion to streamline digital collaboration among video editors, producers, agencies and clients. Continue Reading
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News
13 Jul 2021
Acquia releases employee experience features for DX platform
Developers are the focus of Acquia's update to Open DXP. They get an all-cloud app dev environment, AI search and a toolbox to build employee-facing apps and services. Continue Reading
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Tip
25 Jun 2021
What to ask in a voice of the customer questionnaire
An effective voice of the customer questionnaire guides an organization to understand its customers better and improve its products or services. Continue Reading
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Answer
17 Jun 2021
How do omnichannel vs. multichannel marketing differ?
While multichannel marketing connects customers and companies through various forms of communication, omnichannel marketing takes it further and removes any silos. Continue Reading
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Tip
03 Jun 2021
5 real-world multichannel marketing examples
Companies with effective multichannel marketing focus on brand reach, message, consistency, engagement and experience. It's important to meet customers on platforms they prefer. Continue Reading
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Feature
28 May 2021
Post-pandemic digital customer experience: What will change?
Overstock.com, FTD and Giant Eagle all revamped their CX tech stacks during the pandemic to meet the demand for online service, and upgrades continue. Continue Reading
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Tip
27 May 2021
DXP vs. CMS vs. WEM: Which platform is right for you?
DXPs are the next step in the evolution of content management technology. Learn about the differences between the DXP and its predecessors, CMS and WEM platforms. Continue Reading
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Tip
11 May 2021
Explore this introduction to digital experience platforms
Web experience management platforms and content management systems are morphing into digital experience platforms. This introduction to digital experience lays out the basics. Continue Reading
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Feature
10 May 2021
WalkMe digital adoption platform eases application overload
As companies invest in more enterprise applications, digital adoption platforms like WalkMe can both help employees manage the overload and companies drive usage. Continue Reading
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News
07 Apr 2021
Microsoft pushes deeper into Dynamics 365 industry clouds
Microsoft's vertical industry strategy keeps pace with similar approaches from Oracle and Salesforce, which strive to woo users on the benefits of their platforms and data models. Continue Reading
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News
24 Mar 2021
Acquia digital experience platform adds CX-friendly tools
After two years of transition, Acquia users get a first glance at how all of its recent acquisitions and product introductions align to build digital experiences. Continue Reading
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News
10 Feb 2021
Oracle CX updates focus on loyalty tech, B2B selling, service
Oracle releases Fusion Cloud Customer Experience suite updates that include tools for B2B selling, B2B customer service and loyalty programs connected to Oracle CDP data. Continue Reading
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News
08 Feb 2021
Adobe releases headless commerce developer tools
At its developer conference, Adobe debuts Experience Manager features to enable faster headless e-commerce deployments and GraphQL functionality for content personalization. Continue Reading
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News
21 Jan 2021
Acquia launches headless commerce integration
Acquia adds cloud e-commerce to its expanding digital experience platform via tight integrations with Lucidworks' AI-assisted product recommendation engine and Commercetools' headless commerce. Continue Reading
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Feature
31 Dec 2020
The psychology of UX design: How design affects CX
In her book, '100 Things Every Designer Needs to Know About People, 2nd Edition,' Susan Weinschenk explains how UX design relies on psychology to improve customer experiences. Continue Reading
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News
22 Dec 2020
Content drives new B2B e-commerce
COVID-19 forced B2B e-commerce companies to create and enhance new revenue pathways. Two Sitecore users share how investments in digital experiences kept their companies rolling. Continue Reading
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Feature
10 Dec 2020
Why customer-centric design is crucial for CX
In her book, '100 Things Every Designer Needs to Know About People,' Susan Weinschenk talks about why it is important for companies to know their audience to better design for them. Continue Reading
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Feature
10 Dec 2020
Standalone customer data platforms weather big competition
Standalone CDP vendors got a years-long head start on Microsoft, Oracle, Salesforce, SAP and Adobe. They stand firm in a year when online channels stayed open during the pandemic. Continue Reading
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Feature
16 Nov 2020
5 ideas for a post-cookies marketing strategy in 2023
Tracking customers without third-party cookies may worry businesses; however, all organizations are in the same position. Companies should consider these alternatives. Continue Reading
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News
10 Nov 2020
Adobe to acquire Workfront for $1.5 billion
Adobe plans to acquire Workfront for $1.5 billion to gain ground in the customer experience management market. Continue Reading
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News
06 Nov 2020
Adobe forges data partnerships for Experience Platform
Adobe adds bidirectional feeds to Experience Platform to manage post-sale customer data from third-party sources such as customer service and loyalty program platforms. Continue Reading
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Guest Post
03 Nov 2020
Consider adopting extended reality for improved CX
Research shows that consumers are ready for extended reality when it comes to interacting with brands. Jason Cottrell explains why now is the time to consider adopting XR and AR. Continue Reading
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Tip
13 Oct 2020
5 digital customer experience trends for businesses to consider
Improving digital CX is important in a market cluttered with choices for the customer. Here are some trending strategies to help businesses enhance their offerings. Continue Reading
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News
10 Sep 2020
Episerver to buy Optimizely, adds to CMS, e-commerce suite
As Episerver evolves into a digital experience platform under new leadership, the company adds native A/B testing functionality by acquiring Optimizely. Continue Reading
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Feature
01 Sep 2020
Many paths on quest to build an employee experience platform
Roots in case management and help desks give vendors like ServiceNow a leg up. HCM vendors have workflows and bots that provide similar functions. Each side needs the other. Continue Reading
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Podcast
31 Aug 2020
Experience management tales from the trenches
Reports from three users of Qualtrics XM software suggested that experience management technology is gaining real ground in enterprises, but the quick ROI is still in the surveys. Continue Reading
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News
14 Jul 2020
Acquia launches digital experience platform
Acquia's digital experience cloud aims to create a more marketer-friendly environment in its historically developer-centric platform based on Drupal. Continue Reading
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News
02 Jun 2020
Pegasystems debuts Pega Process Fabric CX integration tools
Pegasystems makes a play to be a 'platform of platforms' with Pega Process Fabric, which orchestrates processes between applications in mixed-vendor CX tech stacks. Continue Reading
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News
21 May 2020
Adobe Experience Manager buoys U.S. census during pandemic
The first U.S. Census digital experience was launched in time for the pandemic, and now Adobe looks to parlay the success into more government business. Continue Reading
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Feature
19 May 2020
Don’t forget to digitize employee experiences during COVID-19
Focusing on digital employee experiences can prove to be even more beneficial for businesses than concentrating on customer experience. Continue Reading
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Tip
12 May 2020
4 ways CX is central to digital transformation in retail
Digital transformation initiatives in businesses can help drive sales, increase customer engagement and retention, and improve the customer experience. Continue Reading
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Feature
06 May 2020
Building a successful CX governance operating model
When developing a CX governance operating model, leaders should consider four key components: people, measurement framework, processes and tools and technologies. Continue Reading
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News
05 May 2020
ServiceNow CSM navigates pandemic, partners with Adobe
ServiceNow connects its Customer Service Management environment to Adobe Experience Manager to improve support experience through deeper personalization. Continue Reading
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Tip
31 Mar 2020
Creating digital experiences key to driving exceptional CX
The way in which businesses build digital experiences is ever-evolving. It's a race to create easier-to-use customer interfaces to improve customer experience. Continue Reading
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Feature
10 Mar 2020
Collaboration tools in the workplace boost customer experiences
Collaboration tools improve personal digital experiences internally for contact center agents, marketers and sales pros and externally for customers in an e-commerce environment. Continue Reading
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News
28 Feb 2020
Contentful App Framework first major release under new CEO
Contentful CEO Steve Sloan, who joined the company in November after leaving Twilio, discusses the release of App Framework, a bundle of APIs and workflow blueprints. Continue Reading
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Feature
13 Feb 2020
Customer experience vendor benefits from AI in forecasting
Using Anodot, customer experience software vendor Gainsight can automatically surface anomalies in its data and fix them, often before they become major problems. Continue Reading
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News
07 Feb 2020
Google's third-party cookies ban bolsters new data tracking tools
Google will cancel third-party cookies by 2022, and is already eroding their value. Analysts and vendors predict what data strategies and technologies will replace it. Continue Reading
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News
15 Jan 2020
Ex-SAP exec steers Episerver CMS toward digital experience market
Alex Atzberger discusses leaving the helm of SAP's CX platform to become Episerver CEO. Now, Episerver looks to reinvent itself as a digital experience platform provider. Continue Reading
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News
13 Jan 2020
Microsoft, Salesforce, Oracle launch retail customer experience tools
Retailers get new tools from leading customer experience platform vendors to better compete with online-only rivals. Continue Reading
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News
10 Jan 2020
Elastic Path acquires Moltin for headless commerce, microservices
Elastic Path's headless approach to e-commerce takes a step in the SaaS direction as it acquires Moltin, which specializes in microservices to enable online sales. Continue Reading
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Tip
03 Jan 2020
How to differentiate between CX and DX platforms
CX and DX platforms have similarities in how they manage content to produce interactive experiences, but they aren't the same. The difference is their underlying business purpose. Continue Reading
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Opinion
20 Dec 2019
Digital experience trends to watch in 2020
With the availability of AI, personalization engines and customer data platforms, businesses and consumers can expect improved digital experiences in 2020. Continue Reading
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Feature
05 Dec 2019
Salesforce Trailblazer community must keep pace to fuel growth
Salesforce Trailhead's mission is to provide current and prospective customers with admins and developers. Growing that talent pool is crucial to Salesforce's health. Continue Reading
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Tip
22 Nov 2019
How to use low-code software platforms for digital experiences
Low-code software platforms enable flexibility and faster development for digital experiences. Here's what content managers should consider before purchasing a low-code tool. Continue Reading
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News
01 Nov 2019
Adobe digital experience platform adds small businesses offerings
Adobe is reaching out to small businesses with expansions to its product portfolio, which include Magento Commerce, Marketo Engage and Adobe Analytics Foundation among others. Continue Reading
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News
30 Oct 2019
Public sector's customer experience strategies analyzed, ranked
Some U.S. government agencies use technology to earn high marks for CX. Others need improvement in areas that corporate marketing teams can learn from. Continue Reading
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News
29 Oct 2019
Salesforce Financial Services Cloud adds mortgage tools
Salesforce pushes deeper into financial services with tools to make mortgage data collection easier, and to find upsell opportunities for customers looking for home loans. Continue Reading
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News
22 Oct 2019
Digital experience projects balance CX, data privacy concerns
Users want hyper-personalized, convenient experiences when they shop or stay at hotels, but brands must balance the thin line between convenience and invasion of privacy. Continue Reading
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Feature
16 Aug 2019
To predict customer buying behavior, stop, look, listen, analyze
Determining customer wants and needs to devise personalization strategies based on that data takes advanced technologies and the old-fashioned direct approach. Continue Reading
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Feature
16 Aug 2019
Customer personalization relies on tools, tactics, metrics
Measuring the success of personalized engagements across multiple channels and making adjustments can help improve CX, differentiate offerings and increase sales. Continue Reading
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News
09 Aug 2019
Planned $1.35B Salesforce ClickSoftware buy beefs up field service
Salesforce's ClickSoftware acquisition is aimed at improving Salesforce's field service management offering against SAP and Oracle. Continue Reading
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Guide
25 Jul 2019
Customer service technologies revolutionize CX engagements
This Essential Guide examines the strategic and multidimensional role customer service and its technologies now play in personalized customer experiences over multiple channels. Continue Reading
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Tip
22 Jul 2019
3 ways snackable content creates relevant digital experiences
Businesses can deliver snackable content through contextual commerce, content as a service and digital twinning to create innovative digital experiences. Continue Reading
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Tip
15 Jul 2019
Consumer behavior analytics makes the unpredictable predictable
With AI's arsenal of machine learning, deep learning and NLP, consumer analytics can take some of the unpredictability out of predicting buying patterns and up conversion rates. Continue Reading
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Tip
27 Jun 2019
5 steps for digital workplace transformation
Organizations each have their own challenges in a digital workplace transformation. Here are five tips for a smooth transition toward that digital experience. Continue Reading
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News
17 Jun 2019
Oracle and Adobe CDP war heats up, Salesforce close behind
The customer data platform market continues to simmer as large vendors such as Oracle, Adobe, SAP and Salesforce rush to catch up to smaller, more nimble CDP competitors. Continue Reading
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News
12 Jun 2019
Nuvi's sentiment analysis engine deciphers emotion, emoji and more
Nuvi's sentiment analysis engine enables organizations to interpret the true meaning behind text, images and emoji in order to get a more complete understanding of customers' experience. Continue Reading
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Guide
07 Jun 2019
Multipronged digital customer experience strategy enriches CX
The digital experience is an everyday facet of life. Learn how businesses are using tools and technologies to engage consumers and devise and manage effective CX strategies. Continue Reading
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News
07 Jun 2019
Companies entrust CX to customer service chatbots, but only so far
Depending on the vertical, chatbots can relieve human agents of simple, repetitive customer-support tasks. But brands await smarter tech to fully trust them with CX. Continue Reading
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News
05 Jun 2019
LogMeIn Bold360 CX tool adds AI features for bots, human agents
LogMeIn bundled together Bold360 customer service tools as a single CX platform underpinned by its AI technology by rebranding some pieces and introducing some others. Continue Reading
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Guide
30 May 2019
Digital transformation technologies power CX makeovers
Businesses use many tools to effect digital transformation. Learn how organizations use these tools to improve CX and digital experience, while getting a leg up on the competition. Continue Reading
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Feature
28 May 2019
Businesses see increasing importance of video conferencing
Video chat is another channel for businesses to interact with employees and customers. Learn why businesses are placing increasing importance on video conferencing and about its effects on CX. Continue Reading
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News
21 May 2019
Pegasystems acquires In The Chat digital messaging platform
Pegasystems' recent acquisition of the digital messaging platform In The Chat brings Pega customers new communication channels and improves AI chatbot capabilities. Continue Reading
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Tip
14 May 2019
What you need to know about Flow Designer vs. Flow Builder
Salesforce Flow Designer is on the way out, Flow Builder is in -- sort of. The new update includes features that may not make a big difference for developers. Continue Reading
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Feature
10 May 2019
Pega Cloud is Pegasystems' preferred platform
In a Q&A, Alan Trefler, Pegasystems CEO and chess master, ruminates about the cloud, the symbiotic relationship between chess and AI, AI inflation, and the pivot to CX. Continue Reading
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News
09 May 2019
Acquia-Mautic acquisition underscores open source model
Holding to the strategy of building a digital experience platform based with open source roots, Acquia acquires Mautic, an open source marketing automation cloud. Continue Reading
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Answer
09 May 2019
What are the pros and cons of open source e-commerce platforms?
Open source e-commerce platforms are popular for businesses looking to build an online store. They offer cost savings and flexibility, but consider the support and security risks. Continue Reading
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Feature
18 Apr 2019
Add real-time customer experience to your CX strategy
At its recent CX conference, Oracle emphasized how important it will be to provide real-time CX. Users and analysts weigh in on how plausible that actually is. Continue Reading
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News
11 Apr 2019
Google Cloud for Retail debuts, Contact Center AI makes inroads
Google takes on cloud competitors by making an AI-rich home for online and bricks retailers with new suite. Also: Google Call Center AI extends to Genesys, Avaya, Salesforce, more. Continue Reading
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News
10 Apr 2019
Reimagined customer experience mobile apps driving new sales
Mobile and lightweight web apps aren't new. But digital teams driving demand generation is new, thanks to marketing automation platforms that can personalize the pitch. Continue Reading
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Tip
09 Apr 2019
Use data to create personalized content customers actually want
As customers demand authentic, personalized content, CX teams have turned to personalization engines. But without the right data, personalization engines cause more challenges. Continue Reading
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Feature
27 Mar 2019
6 must-know customer experience technology trends
Our customer experience technology trends survey of 250 North American tech buyers and influencers reveals that the CRM to CX migration is well underway. Continue Reading
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Feature
18 Dec 2018
Acquia transforms from WCM to digital experience platform
Acquia's product roadmap is a metaphor for many WCM vendors, which must focus on digital experience to remain competitive in a quickly evolving market. Continue Reading
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News
19 Oct 2017
Experts: Website redesign must enhance digital customer experience
Gone are the days of a quick website launch. According to speakers at the Acquia Engage conference, redesigning a website is now a companywide digital customer experience project. Continue Reading