Why is digital experience important for businesses?

Digital experience (DX) is essential for businesses because it directly influences how customers engage with a brand across digital channels. A strong digital experience allows companies to connect with users consistently through websites, customer or and employee portals, intranets, mobile apps, social media, email and other touchpoints, while managing complex data, content and communication systems in the background.

By improving digital experiences at key customer interaction points, businesses can increase conversions, boost engagement, lower customer acquisition costs and improve retention rates. Centralized control of content, digital workflows and access to integrated data from systems like CRMs and customer data platforms (CDPs) also helps streamline operations, improve data visibility and reduce costs.