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What is a CXDP? Customer experience and data platform

CXDPs help marketers create customer experiences that convert. But how does the platform work?
Person learning about customer experience platforms.

You might be thinking, what is a CXDP? We’re here to discuss how a CXDP works, the benefits it offers, and how it can help businesses improve their customer experience. But before we dive in, let’s first familiarize ourselves with the two most well-known types of customer platforms: customer experience and customer data. 

What is customer experience?

Customer experience (CX) is how your customers think and feel about your company during their whole customer journey.

What is a customer experience platform (CXP)?

A customer experience platform enables you to monitor and manage customer interactions. The platform helps you engage with your customers using multiple marketing channels, such as phone calls, chats, email, messaging, and social media. The platform then uses this information to create tailored recommendations, marketing campaigns, and preferences based on the customer’s preferences. 

A CX platform helps bridge the gap between your customer insights and customer experience. With the platform, your company can get a better understanding of your customers and the channels they enjoy to provide them with the best possible journey through your sales funnel. As a result, you will increase customer satisfaction and loyalty. 

What is customer data?

A customer’s data is information you receive from them whenever they interact with your company. You can gather zero-party and first-party data via your website, surveys, mobile applications, and marketing campaigns. 

What is a customer data platform (CDP)?

A customer data platform (CDP) is a unified, customer-focused platform that can be used as a foundation for developing data-driven marketing initiatives. The platform tracks customer data from multiple touchpoints and channels it into a single customer view. This unified view of the customer is then used to drive personalized experiences and targeted communications across channels. Explore Dotdigital’s partnership directory to discover our CDP and Data Analytics partners.

What is a CXDP and how does it work?

A CXDP is a comprehensive platform that enables marketers to effectively manage their customer experience and data. Marketers can use a CXDP to easily track customer data and analyze it to gain valuable insights into customer behavior. 

This type of platform also provides powerful optimization tools that enable companies to personalize customer experiences and increase customer engagement. You can easily create a customer-centric strategy that boosts customer retention and loyalty.

By combining three major functionalities: data unification, actionable insights, and customer experience, a CXDP provides marketers with the complete toolkit they need to create incredible customer journeys.

Data unification

CXDPs centralize and fine-tune data management. They connect with major CDPs and CRMs, to give you a 360-degree view of your customers and a deeper understanding of their behaviors, purposes, and preferred channels.

Actionable insights

A CXDP simplifies your marketing strategy by doing the heavy lifting for you. It analyzes data from multiple sources to deliver actionable insights, including your customers’ preferred channels. Also, you can tap into which RFM persona each customer is a part of to help you convert every time.

Customer experience

Armed with actionable insights, you have everything you need to create unforgettable customer experiences. Powered by automation, cross-channel marketing, and personalization tools, you can efficiently optimize your customers’ journeys.

What are the benefits of a CXDP?

A CXDP is the perfect solution for marketing teams looking to get the most out of their customer data and improve customer satisfaction. It offers the ability to create personalized experiences for customers. By leveraging data from across the customer journey, from their first interaction to their first purchase, you can create experiences that are unique to the individual. This can help build loyalty and trust as customers feel understood and appreciated. 

Additionally, you can also improve your marketing efforts by tracking customer engagement and satisfaction levels over time to make more informed decisions. This will result in more effective campaigns and the implementation of best practices, plus the ability to benchmark your performance against competitors.

With a CXDP you can:

  • Identify the key drivers of customer satisfaction
  • Create unique and personalized experiences
  • Target your audience with segmentation tools
  • View real-time performance metrics
  • Build customer loyalty and trust 
  • Simplify your marketing platform

What can marketers do with a CXDP?

CXDPs empower you with the tools you need to create a seamless customer experience. Also, you can use a real-time API, to integrate your entire marketing stack in just a couple of clicks.

A CXDP provides you with an integrated view of your customer data enabling you to map out your customers’ journeys and track behaviors. This will give you a better understanding of how they interact with your brand across marketing channels.

With advanced automation, you can target customers on the right channel at the right time. As a result, you’ll see an increase in engagement, conversions, and overall customer retention.

CXDPs enable you to scale your customer experience and data management needs. This will help build experiences that inspire loyalty quickly and efficiently.

How can I get started with Dotdigital?

Dotdigital is a customer engagement platform that helps digital marketers and developers deliver communications across the customer journey. We harness the power of customer data, powering engagement, conversion, and loyalty for brands as they grow and scale. Getting started with Dotdigital is easy. Book a one-on-one demo to explore our advanced built-in analytics and streamlined optimization tools and gain insights into your customers’ preferences and behavior.

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