A digital experience takes place when a customer has an interaction with an organization exclusively through digital technology. The world was already heading in an increasingly digital direction, but in the wake of COVID-19, as more and more teams and organizations have been working remotely and relying on technology to power their workflows, a strong digital customer experience has never been more imperative. What are some steps you can take right now to maximize your digital experiences?  Invest in strong customer experience software In order to ensure that they’re providing the best possible customer experience (or CX), companies need to prioritize their customer experience platform — cheaper one-trick-pony solutions won’t cut it. A strong CX platform will offer personalized options to the customer, ensure that their information is secure, and offer quick and reliable self-service when needed. Advanced data collection and machine learning personalization solutions included in a CX platform make a well-rounded solution crucial to invest in.       2. Provide a secure platform When providing secure personal information such as a bank account or patient ID, customers need to be sure that private and personally identifiable information is handled safely and securely. Though customers are generally willing and enthusiastic to engage in convenient digital experiences, the major data breaches of recent years still leave plenty of consumers understandably skittish about providing organizations with personal info. According to data gathered by Lift361, “strong security increases overall customer satisfaction from 13% to 40%, and customers have shown they are willing to spend more with companies they trust to protect their privacy and data.” Ensure that your tech has personal security measures in place and be transparent with users and prospects about just how safe they can feel using your platform. [button link="https://www.hcltechsw.com/products/dx" type="small" color="silver" newwindow="no" textalign="center"] HCL Digital Experience is one of the most secure solutions out there, trusted by 8...

Customer experience (or CX as it’s commonly referred to) is an increasingly important priority for companies of all sizes. Organizations need to deliver highly contextualized experiences — not just simple websites and mobile apps — to reach customers with the right information, in the right way, every time. Business models are shifting and all us are having to adjust and adjust quickly. The last great experience a customer has now becomes their expectation — plus 96% of customers say customer service is important when choosing the brands they’re loyal to. Customers are more and more empowered in transactions as they’re able to do extensive research before buying and can closely compare between one company and their competitors. As organizations focus on providing exceptional CX, they need strong technology backing their process. That’s where a customer experience platform comes in.  What does customer experience software do?  To first understand why customer experience software is beneficial, we need to take a look at what customer experience is and why it matters so much. We know it’s an important factor in solidifying brand loyalty — but what does a solid customer experience actually look like?  It generally refers to the feeling and impression your customers are left with after they leave an interaction with your brand. This is a combination of how easy your website is to navigate, how helpful your customer support services are, how personalized the content it, how customized the experience is, and how much value they gained from your brand, services, or products itself. CX can be assessed with surveys, feedback, and churn rates.  Customer experience platform software is the technology solution an organization will use to observe, measure, handle, and improve the customer journey. These platforms serve as one-stop solutions for making sure that an organization doesn’t lose sight of important customer experience needs and initiatives, and are able to successfully meet their customer experience goals by tracking customer behavior, raising red flags...

If you’ve ever published anything on the internet, you’ve used a web content management system (or CMS) to do so (unless you’re a brilliant developer and built a site from scratch, which is very impressive, but highly time-consuming and impractical). These days, more than half of all websites are built, updated, and maintained via CMS portals, and that number is only increasing.  What does web content management software look like?  CMS portals — also referred to as web content management software, content delivery managers, and content hubs — look slightly different depending on the type of site they service (personal blogs require different functions than a B2C retail site, for example), but retain some similarities across the board. Your CMS software will have a menu that lets content creators and managers create and edit web pages such as landing pages, blog posts, and contact forms, ideally with only a few clicks. Creators will log in to the portal, find the appropriate page from an index tab, make additions or edits and … voila! Content managed.  Why should you use a CMS?  Content management systems like the Content Composer in HCL Digital Experience are major development time savers, since marketers and other content creators can easily go into the platform themselves to create and publish content. Digital asset management systems, which, if you’re lucky, are part of a CMS, also let you create, manage, and deliver rich media (video, images, animations, and text) to partners, customers, and employees.   Workflow is often built into a CMS, or customized at the organizational level. Different users can be allowed various levels of autonomy within the platform, so that, for example, an intern can add text or edit a blog post, but a marketing manager can be assigned to approve any published changes. When the whole team is working directly within a CMS platform, requests and approvals can...

HCL Digital Experience (DX) is making it faster and easier than ever to deploy business-critical digital experiences. New capabilities including hybrid cloud deployment alternatives, intuitive content management and creation tools and faster application deployment are just some of the new features coming to Digital Experience. The new release was launched at DX Inspire — part of HCL Software’s Digital Solution’s Digital Week 2020, an inaugural virtual event for the organization’s digital solutions customers.   HCL DX is the trusted platform organizations use to create, deliver and manage personalized experiences that serve customers, employees, and partners on any digital channel. The latest release provides significant updates and benefits including:    New capabilities delivered in the cloud. Zero effort.   Employ a hybrid, cloud-native architecture and get the latest capabilities with no migration required. New hybrid cloud support enables administrators to deliver the latest capabilities up to 10x faster risk free, including intuitive new content creation tools and headless API capabilities accelerating production of persuasive content for any digital channel.    Intuitive content tools — with a DAM included (free).   Empower marketers with a redesigned content experience with advanced tooling. HCL DX provides easy-to-use content tools, including a DAM for no additional charge, with sophisticated image renditioning and integration with Kaltura’s online video platform. Now, deliver critical digital content and media in an instant.   All the insights. None of the complications.   Provide teams with actionable insights to improve conversions by 85%. New integrated analytics from Unica Discover provide struggle detection and behavior insights to help improve customer journeys.  With added integration with Google Analytics 360, insights help teams optimize user experiences and improve conversions.    Impactful apps faster. No hassle.   Enable all developers to deliver applications to audiences quicker and easier by automating deployments and integrating data without coding. Reduce support costs and automate the building, testing, and deployment of apps, using commonly used DevOps tools. New progressive web apps (PWAs) on desktop and mobile means each experience is continually updated, distributed faster to target audiences — without needing to connect to an app store.    “It’s about more than creating a website. The power of HCL DX is to seamlessly combine digital content, complex business applications, and digitized business processes into a secure, impactful digital experience for an organization,” said Darren Oberst, CVP and Head of HCL Software. “We’ve listened to our customers and developed a significantly easier...