Composable DXP: The key to strengthening customer loyalty

Highlights

You’ll learn how composable DXPs enhance customer loyalty

Composable DXPs offer several benefits that strengthen customer loyalty:

• Personalized interactions: Tailors digital experiences based on customer data
• Enhanced support: Offers chatbots, CRM and other tools for personalized support
• Seamless experiences: Adapts digital content for various devices
• Real-time adaptation: Tracks analytics to respond to market shifts

Ready to enhance customer loyalty and earn repeat business? Talk to us today to discover how a composable DXP can transform your digital strategy.

---

Research shows that good customer service improves revenue by up to 15%. Also, 89% of customers will switch brands after a poor customer experience. Customer service is essential to business success. So, it is logical that organizations are making efforts to improve it.

Adopting a composable DXP enables businesses to track and optimize customer journeys. A composable DXP is a flexible platform that allows brands to select best-of-breed solutions that enable them to deliver personalized experiences.

The role of composable DXP in enhancing customer loyalty

A composable DXP gives brands a platform foundation to build the digital experience of their choice. By following the data, they can integrate solutions that customers truly need. Here are ways in which composable DXPs enhance customer loyalty;

Personalized interactions: Composable DXPs collect data from customer interactions and purchase history. With such data, brands can tailor the customer experience, provide personalized support and serve localized content. By personalizing the customer experience, businesses improve engagement and customer loyalty.

Enhanced customer support: A Composable DXP comes with tools like chatbots, CRM, marketing automation systems and personalization engines, which enable businesses to improve customer support.

Seamless user experiences: A composable DXP allows businesses to adapt digital strategies to customer expectations. Developers can surface content on different devices. By doing so, customers enjoy a smooth experience irrespective of how they interact with the brand.

Adapting to markets in real-time: A composable DXP uses its analytics features to track real-time customer interactions. Businesses use that data to predict market shifts and adapt their strategies accordingly.

Benefits of composable DXP for businesses

Composable DXPs support faster workflows and improve customer engagement, leading to more loyal customers. They also promote;

Greater flexibility: Composable DXPs are modular. It gives businesses a single source of truth to manage various business processes. So, It and digital marketing teams can collaborate more efficiently. The modularity also enables them to add new processes based on business needs without disrupting existing operations.

Improved customer satisfaction and retention: Composable DXPs enable businesses to deliver personalized customer experiences and support. An Infosys report states that 86% of customers consider that essential when buying a product or service.

Cost efficiency: Composable DXPs are built from scratch, so businesses choose what tools and services to integrate. This enables them to avoid the burden of maintaining overly bloated systems.

Scalability: A composable DXP allows a business to build capacity while serving its existing customers. It gives them the facilities to manage traffic spikes and move into new markets, should they need to.

Strategies to improve customer experience with composable DXP

Brands can deploy composable DXPs to serve customers better. Here are some practical strategies.

Personalize the customer journey: By leveraging advanced analytics and machine learning in composable DXPs, businesses can predict customer preferences and adjust their digital strategies accordingly. That allows them to surface personalized content to customers on all digital channels.

Enhancing omnichannel experiences: Brands can enhance omnichannel experiences by integrating modules that track customer journeys and synchronize data.

Leveraging customer data and feedback: A composable DXP collects data on customer interactions, allowing you to integrate their feedback into improving customer service. Hence, you can iterate quickly and improve the customer experience based on real-time data and customer feedback.

Challenges and solutions

Businesses may face challenges when switching to a composable DXP. Here are a few common ones.

• Integration issues: There may be compatibility issues with a composable DXP and an organization’s existing system. That slows down the integration process and may be costly to fix.
• Data silos: If not properly managed, modular systems can create data silos. Such silos prevent the organizations from having a central view of their customers.
• User adoption: Switching to a composable DXP can pose challenges when employees have become used to working with a traditional DXP.

Best practices to overcome challenges

Here are the basic strategies you can adopt to mitigate the challenges identified.

• Strategic planning: Tech leaders must create compelling business cases and a clear road map. That will ensure that every stakeholder understands their roles and plans accordingly.
• Unified data strategy: Implement a centralized data governance policy and use APIs correctly. This will ensure that modules can share data without issues.
• Training and support: Train the team and provide adequate support during implementation. This will allow them to embrace the change and ease into the new system.

Future trends in composable DXPs

New technologies like AI, AR/VR, and the IoT will extend the functions of composable DXP. That will enable businesses to deliver more realistic solutions and future-proof their digital strategy.

Predictions for the future of DXPs

The GDPR, CCPA and other regulators continue to impose strict privacy policies. Hence, DXP providers will improve platform security. Adopting low/no-code solutions may also increase, enabling non-technical users to manage digital experiences. This will enable faster product updates and speed up the time-to-market.

Case studies

Waltz Health

Waltz needed a platform to merge product data, pricing and branded asset templates. Contentstack’s composable DXP offered that. It also allowed Waltz to integrate third-party services to improve patient care.

Hear from Sunil Kripalani, the CTO. "The flexibility that's baked into Contentstack isn't just enabling our staff to work more efficiently, it's a true business enabler that's helping us consider new service offerings. Using APIs, we can pull in new data streams and create unique experiences for our provider partners, as well as within niche markets."

Read about Waltz Health's DXP integration success.

Cartier

Cartier built an extensive suite of digital assets but was not integrated, resulting in poor brand alignment. Contentstack's composable DXP provided the silver bullet. It solved the integration issues, unified the digital assets and restored brand alignment. That birthed an omnichannel approach and boosted the ROI on content assets.

Listen to Anastasia Goglova, Digital Lead. "The websites that are such a critical part of our digital portfolio are now more aligned and more performant. As a result, the customer digital experience of Cartier improves, reflecting our commitment to becoming a reference for luxury in all aspects."

Read more about how Cartier improved operational efficiency and brand integrity.

FAQ section

Why is customer loyalty important for businesses?

Customer loyalty reduces marketing costs, fosters repeat business and improves the reputation of a business.

How does a composable DXP enhance customer loyalty?

Composable DXPs provide the tools that allow businesses to engage and support their customers across multiple channels. Over time, that improves customer loyalty.

What are the benefits of a composable DXP?

The benefits of a composable DXP include omnichannel experience and personalized content delivery, flexibility to adapt to market shifts, and business agility.

Learn more

As tech disruptions continue, a composable DXP offers businesses the ability to be future-proof. The reliance on microservices, APIs, cloud, and headless systems (MACH) allows you to integrate emerging technologies.

With more localized content, optimized customer journeys and omnichannel experiences, businesses can engage their customers better and create brand loyalty. Contentstack’s composable DXP allows you to do it all. Talk to us today to start.