Gartner Research

Create Connected Digital Experiences With a Customer-Centric DXP

Published: 12 March 2019

ID: G00377075

Analyst(s): Jeffery Skowron


Digital experience platforms act as a center of gravity for customer experience management and rely on application integration to centralize customer functionality. Technical professionals responsible for multiple customer channels can use DXP capabilities to create consistency across interactions.

Table Of Contents


  • Understanding the Conceptual Promises of a DXP
  • Architecting a DXP for B2C Use Cases
    • Presentation Tier (1)
    • Application Logic and Orchestration Tier (2)
    • Content Services (WCM) (3)
    • Customer Services (4)
    • Personalization Services (5)
    • Search Services (6)
    • Data Layer (7)
    • Cloud Infrastructure (8)
    • Ecosystem Integrations (9)
    • Development Integrations (10)
    • DXP Administration GUI (11)
  • Adopt a DXP to Solve Connected Cross-Channel Problems
    • Connecting Commerce and Customer Support Through DXP Content
    • Use a DXP to Align Marketing Communications, Content and Commerce
  • Avoiding the Pitfalls and Challenges of a DXP Implementation


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