Multiexperience (MXDP) is a relatively new trend that aims to make shopping easier for customers. At its core multiexperience is all about improving the customer-commerce relationship through fast and secure data exchange. Gartner estimates that by 2021, at least one-third of enterprises will have deployed a multiexperience development platform.
So, what is it exactly?
This is a common question customers tend to a have when looking for a new software platform. Multiexperience allows customers and employees to get the best of both worlds in the software industry. It creates simplicity for employees as well when handling the software itself. To fully understand multiexperience, you first need to know the key approaches that have been taken by IT organizations and software manufacturers: multichannel, unified commerce, and omnichannel commerce.
A multichannel company is one that has multiple self-contained channels. These channels range from a company's social media, mobile apps, chat bots, direct mail, and a physical location. Prior to the age of the internet, a retailer’s multichannel approach meant selling products through a limited number of channels – in-store, through a mail-order catalog or door-to-door salesmen. Today retailers have added social media, mobile apps, websites, and the likes to their multichannel approach strategy. Even so, these retailers lack seamless integration since each channel is separate, each with its own strategy and goals. This lack of integration can create a confusing and impersonal experience that often leaves customers feeling frustrated.
A step above the multichannel approach is unified commerce which is a retail software system which connects all your inventory and customer data to all your online, in-store and mobile sales channel. Unified commerce allows a place where customers can make the correct recommendations for their business in the simplest ways possible. This process allows customers to move through the journeys for buying, using and renewals all in one place. Unlike the unified approach, Omnichannel commerce primarily focuses on cross-channeling for individual activities and giving customers the ability to choose any channel they like. Starbucks is one example of the omnichannel approach. Through its mobile rewards app, Starbucks can better integrate the mobile experience with the in-store one to put consumer convenience first.
All these examples allow customers to choose their preferred channel to ensure a consistent experience. Omnichannel Commerce customers are able get quotes online using the self-service portal along with the sales and channel partners all using the same platform. Specifically, along with focusing primarily on cross-channel experience for discrete activities. In Omnichannel commerce, information travels across channels providing a more personalized experience. This interconnection does come with some challenges. This type of experience depends on the fast, secure data exchange between businesses, users, and networks.
As a consulting and systems integration services firm, our goal, is to make sure your company is reaching its full potential.
Our team of experts will work with you to find the most cost-effective and optimal solution for your organization. MXPD is growing rapidly which allows customers and employees to have faster and more efficient results. We strive to meet your needs and expectations with the usage of multiexperience platforms.