B2B: Digital Experience with Wow Effect!
Customer Journey in B2B? It's possible! Find out how you can establish a user-friendly and sustainable system.
Wow Effect Tips: How B2B Companies Can Create an Outstanding Digital Experience
In today’s digital world, customer expectations for outstanding B2B digital experiences have risen sharply. It is no longer enough to offer products and services – a true WOW experience is required to amaze customers and keep them coming back. Here are some essential tips on how B2B companies can create an excellent digital experience.
Overcoming challenges in implementing B2B digital experience
While digital experiences are commonplace in B2C, they are still too often missing in B2B. But the fact is, according to Gartner, 80% of buyers are willing to switch vendors if it means getting a better digital experience. It shows how important it is for B2B companies to deliver an outstanding digital experience to build long-term customer relationships and gain a competitive advantage.
However, for many B2B companies, digital experience is still a closed book. In particular, delivering digital experiences that meet ever-changing market demands is a mayor challenge. Application managers need to realize these experiences quickly enough on their existing monolithic platforms. However, these platforms are often inflexible. This makes it difficult for managers to respond to new business threats and opportunities in a timely manner.
Furthermore, existing technical debt burdens and vendor lock-in are obstacles for many application managers. These obstacles make it difficult to implement more modern, modular, and compatible digital experience platforms (DXPs). In particular, the high cost and risk of replacing existing technologies often results in an unfavorable cost-benefit analysis for adopting a new solution.
So just do business as usual? No, that is not an option. But B2B companies can change their approach to unlock new opportunities.
Three factors that are critical to digital experience
B2B companies that want to create an outstanding digital experience for their customers need to pay attention to three things. The first key strategy is to personalize and individualize website content. Data-driven personalization should be used to present users with relevant content and offers. It is essential to segment the audience in order to deliver targeted campaigns. Dynamic content and recommendations also help to improve the user experience.
Success factor number two is the omnichannel approach. It is about designing a seamless user experience across different channels. Customers want to be able to easily switch between channels while maintaining the overall context. B2B companies should therefore deliver a consistent brand message across all channels to optimize the customer experience.
Integrations also play a critical role in delivering a holistic digital experience.
Personalization of the customer journey and the omnichannel approach require integrations with an enterprise resource planning (ERP) and customer relationship management (CRM) system integrated with an e-commerce system. These integrations make it possible to calculate prices, store order histories, and take into account individual customer conditions.
Learn how a B2B company can realistically implement the transformation step-by-step in this e-book on the Five Steps to Digital Maturity.
Crafting exceptional customer experiences through DXP integration
With a comprehensive DXP solution like Ibexa DXP, B2B companies can create seamless digital experiences for their customers. The flexible modularity of a DXP provides B2B companies with numerous options to efficiently adapt their digital experience to the needs of their customers and to easily keep up with the rapid pace of change. The benefits of a modular digital experience platform are numerous:
- Increased operational agility: By using a composable architecture instead of a DXP monolith, companies become more agile. A roadmap with an incremental and modular approach makes it possible to respond more quickly to change and introduce new capabilities in stages.
- Future-proof the digital experience stack: By implementing granular, task-oriented business functions, the digital experience stack can be secured for the long term. These capabilities enable faster time to market and give businesses the freedom to integrate technologies that optimize the customer experience.
- Increase customer loyalty: By deploying a DXP, you can put your customers first and create compelling omnichannel experiences. Seamless and consistent interactions allow you to deliver personalized experiences. By collecting data from every stage of the customer journey, you gain valuable insights and the flexibility to adapt to customer needs.
If you would like a consultation on Digital Experience or would like to learn more about DXP, make an appointment with the Ibexa team at DMEXCO and visit us in Hall 08.1 | Booth C-015.