Digital Experience Platforms (DXPs) are rapidly becoming the go-to solution for companies looking to provide personalized and engaging experiences to customers
Powered by Artificial Intelligence (AI), these platforms offer a range of features, including content management, customer analytics, and marketing automation, among others.
But beyond simply improving the customer experience, DXPs have been shown to increase customer satisfaction, net promoter score, customer lifetime value, and incremental sales.
In this article, we’ll explore some of the most innovative and successful use cases of DXPs, and share some examples and statistics of how companies have used AI-powered DXPs to drive business results. Join us as we explore the power of AI and the future of customer experience.
Digital Experience Platforms (DXPs) are becoming increasingly popular among companies as a way to provide personalized and engaging experiences to customers. Powered by Artificial Intelligence (AI), these platforms offer a range of features, including content management, customer analytics, and marketing automation, among others.
Several companies have successfully leveraged DXPs to improve customer satisfaction, net promoter score, customer lifetime value, and generated incremental sales.
Real World Examples
- Domino’s Pizza:
Domino’s Pizza leveraged DXPs to enable customers to order pizza through a variety of channels, including social media, smartwatches, and even voice assistants.
Domino’s is leveraging ConverseNow for AI-powered voice bots that are live across hundreds of Domino’s locations.
Domino’s has also been experimenting with AI powered delivery automation integrating last mile delivery with their DXP. Last spring Domino’s tested delivery robots around Berlin, Germany.
As a result, they were able to increase online sales by 19% and improve customer satisfaction by 10%.
Coca-Cola used DXPs to create a personalized online experience and real world experiences for its customers, offering targeted promotions and recommendations based on customer preferences.
This resulted in a 7% increase in customer lifetime value and a 5% increase in net promoter score.
- Emirates Airlines
Emirates Airlines used DXPs to provide a seamless customer experience across multiple channels, including mobile apps, social media, and email.
This approach helped them increase online bookings by 27% and reduce call center volume by 25%.
- L’Oreal: Maybelline
L’Oreal used DXPs to enable customers to try on makeup virtually, using augmented reality. This approach resulted in a 10% increase in conversion rates and a 20% increase in online sales.
Overall, DXPs have proven to be a powerful tool for companies looking to improve the customer experience, increase sales, and become more sustainable.
By leveraging AI, companies can create personalized and engaging experiences along the customer journey that keep customers coming back for more.
As more companies adopt DXPs, we can expect to see even more innovative use cases in the years ahead.
The CDO TIMES Bottom Line:
Digital Experience Platforms (DXPs) are transforming the way companies interact with customers, enabling personalized and engaging experiences that drive business results.
With AI-powered features like content management, customer analytics, and marketing automation, DXPs are helping companies increase customer satisfaction, net promoter score, customer lifetime value, and sales.
But the possibilities for DXPs go beyond just the present.
In the future, we can expect to see even more innovative uses of AI-powered DXPs, such as
- integrating them with virtual and augmented reality technologies
- enabling real-time language translation
- and automating customer service interactions with chatbots
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