Consumers today have higher expectations for their experiences with brands – across dozens of touchpoints. According to a 2021 McKinsey study, '71% of consumers expect companies to deliver personalised interactions. And 76% get frustrated when this doesn't happen.' Further, organisations risk an estimated 6.7% of their revenue when they lose customers due to poor experiences.
So… is it happening? Not often enough. Thanks to outdated tech stacks that create silos — or significant backend configuration for developers – businesses are struggling to keep up with what customers expect. This leads to difficulty in both winning and retaining business.
IT leaders are aware of this problem, but the challenge lies in selecting the right tech to address it while reducing technical debt (and costs in general). With these issues in mind, the best solution is to look to a Digital Experience Platform (DXP).
Here's how architecting the right DXP can help your organisation deliver content at scale – and let you wow your customers with cutting-edge online experiences.