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Differentiate your customer’s journey by moving to Episerver’s DXC

How moving to Episerver’s Digital Experience Cloud (DXC) will improve the customer experience and increase brand loyalty

Adam Weston
Posted by Adam Weston 04 Dec 2019

Whether you’re a CMO or CIO, your primary goal will be supporting the growth of your business – spending time delivering the perfect digital experience, rather than focusing on the processes behind it.

60% of organisations struggle to personalise content in real time, yet 77% believe real-time personalisation is crucial to customer experience (Theo Paraskevopoulos, CEO, GrowCreate).

The path to compelling customer experiences can be found through Episerver’s Digital Experience Cloud (DXC). Many businesses have already taken this step, acknowledging that legacy systems – with their data silos, inability to integrate services and slow load times – are frustrating the customer experience. To remain relevant now and in the future, you need to be prepared to take the next step forward.

Episerver’s DXC is more than a CMS. It’s an end-to-end, full-stack digital platform that includes content management, marketing, enterprise search and commerce in a single Cloud-based service. It gives CMOs more freedom to push multi-channel campaigns at the touch of a button and it helps CIOs to ensure high availability and performance.

In this eGuide, we’ll take a look at how offering such benefits across organisations, Episerver DXC is a rare win-win proposition.

Why you should consider moving to Episerver’s DXC

  • The DXC helps you to build and manage the entire range of experiences that people have with your business.
  • It combines content management, commerce, multi-channel marketing and predictive analytics in a single platform.
  • It’s built on Microsoft Azure, empowers you to embrace disruptive, transformational strategies and deliver standout experiences for your customers.
  • Key to moving to the DXC is finding the right implementation partner. Choose a creative agency that specialises in enterprise CMS development and implementation and support for Episerver.

With more businesses turning to the Cloud and adopting disruptive technologies to build outstanding personalised customer experiences, your customers have a range of online options that are growing in scope and quality every month.

Customer expectation will outpace the ability for organisations to evolve or invent experiences in 2018.

Forrester predicts that customers’ expectations will outpace companies’ ability to evolve or invent experiences in 2018. 30% of companies face further declines in customer experience performance over the year.

If you can’t deliver the intelligent experiences customers expect, you’ll lose your customer base to your competition. Keeping legacy systems on life-support won’t help you to move your business forward. Choosing the fullyintegrated digital experience suite from Episerver will be your winning formula – whatever your role.

One of the most important services you need is customer journey management that spans:

  • Content Management
  • Customer relationship managment software (CRM)
  • Campaign management software
  • Personalisation software

A digital experience platform – and all the services that go with it – can help you to support and manage customer identification, conversion and retention. Choose a fully integrated Cloud-based platform. Episerver’s DXC will support you in your marketing and IT efforts with drag-and -drop tools, a multi-lingual enterprise search engine, a delivery network, web application firewall and managed services.

DXC services help you execute your vision in marketing and IT so you can deliver the perfect customer experience.

With DXC, you can create contextual experiences throughout multiple campaigns (Theo Paraskevopoulos, CEO, GrowCreate).

The DXC empowers you to embrace disruptive, transformational strategies and deliver standout experiences to your customers.

Businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates. The integration services available from the DXC streamline your marketing efforts by combining commerce, content and campaigns in one screen.

91% greater year-over-year customer retention

Episerver DXC gives internal users greater freedom and improved usability, while simultaneously increasing availability and scalability, so you can spend less time on support and configurations and more time on achieving your business objectives.

Built on Microsoft Azure, the DXC has security and privacy built in. This reduced complexity means your system and any developments are secure, meeting all regulatory requirements and standards.

Campaigns can be rolled out in one screen, enabling them to be executed more efficiently across different channels – with greater potential for success.

As a CMO, you’re working in a world where your customers’ loyalty will be easily swayed towards the best possible experience.

CIOs point to complexity, cost, culture, skills and security as the main barriers to digital transformation.

It’s likely that you already communicate with customers at multiple, digital touchpoints – but how connected is the data you’ve collected? If you’re stillcreating campaigns based on siloed information, you’ll fail to create individualised content and deliver a truly personalised experience to your customers.

It’s no longer enough to be relevant today. You need to think about how you will differentiate your customers’ experiences tomorrow. To achieve this, you need to break out of your comfort zone and stake a leading role in technology choice. The fully-integrated digital experience suite from Episerver can give you access to digital marketing, commerce and enterprise search in a single place.

By taking advantage of the Microsoft Azure capabilities that come with the DXC, you can adopt disruptive technologies including Artificial Intelligence, Machine Learning and Predictive Analytics. As your expertise lies in messaging, campaigns and communication you may fear a lack of knowledge around deployment, integration and optimisation. The DXC can do the heavy lifting for you here.

Through the services it offers, it can provide your organisation with smart personalisation, streamlined marketing workflow and faster time to market for content campaigns, without placing additional demands on your IT department’s workload.

 

As a CIO, it’s your responsibility to lead digital transformation throughout the business without leaving the marketing department – or your customers – behind.

While supporting the business – and the marketing department in particular – you need to choose services that reduce the complexities you already face.

You should educate departments on how new applications and greater functionality can differentiate your customers’ experiences.

As a CIO, it’s your responsibility to lead digital transformation throughout the business without leaving the marketing department – or your customers – behind. You should educate departments on how new applications and greater functionality can differentiate your customers’ experiences.

While supporting the business – and the marketing department in particular – you need to choose services that reduce the complexities you already face. Adapting to changing customer behaviours isn’t the only plate you need to spin. You also need to ensure security, reliability, and content availability.

Despite your technical skills, being under time pressure may mean you can’t deliver on all fronts. Episerver DXC relieves you of unnecessary burden by opening up your IT infrastructure so it can easily adapt to new opportunities as they arise.

365/24/7 monitoring and support available as part of its managed service, you can be confident that processes are
running in the background.

The DXC is a platform that’s highly optimised, minimising the amount of time you need to spend on configurations. With 365/24/7 monitoring and support available as part of its managed service, you can be confident that processes are running in the background.

The DXC isn’t just for marketers. It’s designed with you and your needs in mind, empowering you to focus on digital transformation and differentiating the customer experience, rather than supporting legacy systems and in-house environments.

Key to differentiating your customers’ experiences is finding a specialist implementation partner that specialises in Episerver DXC.

As an enabler, a partner can support your Cloud deployment, help you to build your web presence from scratch, and create a user experience that leads to increased visitor engagement, conversion rates, and brand loyalty.

Partners don’t just specialise in platform expertise. Their experience across industries and verticals mean that they are best placed to understand your business, its customers, and competing requirements. With a proven methodology for successful implementation, they can translate your respective needs into a common language that everyone understands – a key requisite for building a unified digital experience strategy.

In the long-term, a partner can bring added value beyond CMS implementation. They can keep your website up-to-date with the latest technology trends and customer expectations. Sharing best practices in user experience and web development, a specialist implementation partner is always on hand to help you to differentiate your customer’s online experience.