digital experience management defined

Digital experience management: What it is and why you need it

What is digital experience management exactly? 

Digital customer experience is all about making sure that your user experiences are as good as possible. Organizations that offer this service gain insights into the consumer’s interaction with an online brand and create emotional connections with customers which helps in shaping customers’ satisfaction and loyalty. It also allows the business firms to structure, develop, control, source and deliver all the content that enables them to engage with and reach the audience they are targeting.

The terms “digital experience” and “digital customer experience” are not interchangeable, so don’t mix them up!

Now talking about digital experience management (DEM), it could be an application, product or service which helps you improve, monitor, and analyze the customers’ online experiences. It can also be explained as an interaction that a user (customer, partner or employee) has with your digital business. 

Companies that offer digital experience management services have two key components: they utilize digital technologies and offer positive interactions between customers and organizations. These interactions can be web-based, or through any other interactive media that a business provides.

Now let’s see some common benefits of customer experience management to a business:

  • Higher customer retention 
  • Improved customer engagement 
  • More potential customers
  • Less customer churn 
  • Fewer costs of marketing and advertising 
  • Improved brand equity 
  • Higher customer lifetime value 
  • Improved crisis management 

Why do you need to manage digital experience?

In today’s business world, companies are utilizing new methods and techniques to develop and promote services, products, and programs that provide customers with the best possible digital experience. The old way of doing things has been replaced by the latest in technology. Positive customer experience is now extremely important to growing a business as if they aren’t satisfied with your services, they have many other companies to choose from. 

So why is it necessary to make sure that your business is giving your users the best experience possible?

Simply, by managing your company’s digital customer experience, you’ll have a comprehensive overview of your customers, how they shop, what they buy and where they buy. This detailed information is enough to allow a business to provide tailored solutions to each customer, according to the needs of the specific customer and each unique situation. 

In addition, digital experience management gives you the ability to reach out to more potential customers and clients. By being able to do this, you will not only expand the size of your business but you will also have to pay less advertising costs. 

Reliable digital experience management can also show you all the effectiveness of your marketing effort so that you can easily track them and make any necessary adjustments that are needed.

What makes a great digital customer experience?

To ensure that your business is running at its optimum level of performance, you must make a great digital experience with your customers. Customer satisfaction and retention are key elements in business. Making a great digital customer experience leaves them looking forward to purchasing more from you. 

You can ask yourself the following questions to manage a good digital experience for your customers and other staff:

  • How can you make your operations as easy and convenient as possible for your customers? 
  • What do they wish to achieve? 
  • What technologies does your business lack?
  • How do your products and services compare with those of your competition? 
  • What do your competitors do well, what are their strengths and weaknesses? 
  • What are some of the most important features of your product or service that you could provide?
  • What technologies does your business lack?

Now here are some main things that can make a great digital customer experience. So let’s get started.

1. Online surveys

Surveys give a lot of information about what people want and they include a lot of questions designed to reveal customer dissatisfaction, lack of satisfaction, and so on. The information gathered from surveys helps the customer service team understand where their marketing efforts need the most focus and help them prioritize future campaigns. 

Internet surveys are very useful because they give you a chance to interact directly with the consumer, getting a more personalized opinion about your business.

2. Online customer support

If you want your customers to return to your company and to keep coming back, you need to provide excellent customer support.

Having a customer support system that is organized and integrated helps customers get assistance whenever they need it, increasing their trust in your business. Each customer inquiry should be handled efficiently. There should be at least one person in the company designated to handle each question. 

In addition, the business website should be easy to navigate and include all the information necessary for an easy online buying experience. There should be one or two options on the screen that allow you to select the appropriate answer for each question. 

Having a system like this leads to fewer customer complaints and helps to keep your employees motivated about answering questions and helping your customers.

Do not confuse the terms for “online customer support” and “online customer service”. Online customer support refers to a web-based service provided by the company or retailer, whereas online customer service is directed at telephone support or e-mail support (depending on the website or product). Both can help make a good digital customer experience. 

3. Auto-responder software

Auto-responder software is crucial because this software can give you the ability to track, examine and improve digital customer experience. It helps customers be interested and informed about your services. 

The main function of an auto-responder is to follow up with a customer after purchase or inquiry and to ensure that the customer is aware of company communications and/or any new promotions. Some auto-responder software allow customers to leave feedback or comments on products and services and receive future responses from a company representative or retailer via email; making the customer’s digital experience great. 

4. Value customers’ opinion

The last thing is letting your customers know that you value their opinion. Digital customer experience managers that don’t support their opinion and suggestions are not going to get you anything. 

Customers expect answers to their questions, and you should give them the attention they deserve. If your staff doesn’t have direct answers to some questions, give your clients the option to contact you via email or phone. 

4 tools you can use to implement a great digital experience

To implement a great digital experience, the following are the four tools that can assist you in this case. 

1. LuckyOrange

lucky orange website homepage

LuckyOrange is an all-in-one content creation system that lets site owners discover why some frequenters or guests are not influenced to follow and stay with the organization. Customers could use dynamic templates and visitor records to observe everything that a consumer serves on the platform, and regenerate, form tracking, and surveys to discover convincing decrements.

Web designers can see how many of those are accessing their website and how they got there using genuine dashboard statistics. Customers may compare previous data and see which words, localities, language, associates, tweeting, and other factors determine merchandise and also specific behaviors mostly on the website, and use behavior tags to sift among them. 

People can watch each touch, scrolling, or motion a consumer gets by utilizing automated visitor records to learn more about how they are using the web. Visitors can enjoy dynamic templates in near real-time as they navigate between pages, clicking and scrolling, changing menus, activating pop-ups, and much more. 

By creating information on desertion, time to begin, field duration, overall ordering, and repeating areas, form analytics can aid in the identification of problem areas on application. To discover sticking points, conversion channels allow the user to notice when clients abandon a procedure like “registering” or “checked out.” 

Information can be exchanged directly with their consumers through to the site using responsive design chat solutions. Simulated answers, operator switches, co-browsing, writing previewing, and a custom post API that enables visitors to see details about the visitors they are interacting with are all available chat capabilities. 

All conversation plugins can be made to suit the style and feel of the site.

2. PageFly

Pagefly home page

PageFly is another great online platform that assists people in different digital management. It is an application of page creator that makes it simple to construct product descriptions. 


  • To build your product description and enhance your eCommerce business with the highest landing pages, simply click and drag supplemented with different components. 
  • All page types are accepted.
  • To boost sales, optimize each landing, homepage, blogging, item, and collections page. 
  • To increase conversions, use 50+ components. 
  • All themes are suitable for it.
  • Use countdown timer, testimonies, panoramic video, and other persuasive techniques.

The mobile site experiences have been improved, including features such as 

Mobile editing:

  • Your PageFly page provides a mobile version by default. 
  • To personalize your experience much more, change to smartphone mode.

Loading slowly:

  • To shorten load time and enhance mobile exchange rate, activate lazy downloading with a single tap.
  • Code that’s been cleaned up and assets that have been compressed:

Remove any unnecessary code from your page and run it. Have seen how quickly a PageFly page could be by visiting our demonstration site.

3. Social Media Tool: Sprout Social

Sprout Social home page

An online platform for social media management and marketing. It is a robust, all-in-one social media management system that unleashes the full importance of social media to alter not only your marketing plan, and yet every aspect of your business.

It is a social networking management tool that helps users “establish and develop better social interactions.” The IPO raised almost $150 million for the organization. Its mission is to make it possible for companies of all sizes to form genuine relationships with their customers.

As per Hubspot, 59% of USA people believe that using social media to handle difficulties is simpler, and 3.03 billion people use social networking. Companies must prioritize social media strategies. 

Sprout Social includes managing many social media channels in one location more simply, and it might be a wonderful answer for several business social media marketers.

4. Email Marketing Tool: MailChimp

MailChimp website home page

MailChimp is an email marketing tool used by marketers for digital marketing. This isn’t a situation where you should hold off. 

Rather, you should start using email marketing right away. MailChimp has established itself as the world’s leading email marketing and digital advertising platform, with over 12 million subscribers.

Even though there are competitors, this program remains the best for a range of reasons:

Self-service support alternatives, ensuring that you really can immediately get responses to each of your queries, with a history going back to 2001, even before many organizations began utilizing email marketing.

If you have less than 2,000 customers and also don’t send over 12,000 emails every month, you can use the free version. It’s unlikely that you’ll have over 2,000 members when you first start in a company. 

As a result, you may begin using MailChimp for free to have your toes wet with email marketing before upgrading to a paid membership as your business grows.

Final Words

So I hope now you’ve been aware of the importance and role of digital experience management. Always keep in mind that loyal customers are more likely to return to your business. They provide repeat business. When you have a great digital customer support system in place, you can be confident that returning customers will be impressed by the level of service you offer. 

As you all know, digital tools play a vital role in every field in this technology era. Social media tools have also been utilized by different corporations to enhance their digital experience. These tools help you in managing your online operations. You can use any of the above-mentioned tools to enhance and administer a great digital experience.

Author Bio
Phuc Nguyen, Content Lead at PageFly Page Builder

Company: PageFly is the top Shopify Page Builder, trusted by more than 90,000 Shopify and Shopify Plus merchants. PageFly brings you a complete package to build and optimize your store with just simple drag-and-drop; creates a seamless digital experience across devices; strong compatibility with other Shopify apps to boost sales. Moreover, a Free plan is available with 24/7 live chat support.

Phuc Nguyen Pagefly