A Conversation with Customers: Liferay Digital Experience Platform
As digital transformation continues to inform the way we live, work, and play, we expect companies and brands to understand what we're looking for. Businesses have a great opportunity to hear their customers, understand the problems they face, and give them the right solution to make their lives easier. But, do most companies have an idea of how to listen to their customers?
In a recent interview with CMS Connected, Bryan Cheung, CEO, shared how listening to customers sparked Liferay's progression into the digital experience market with the launch of Liferay Digital Experience Platform (DXP). In Liferay's case, transformation was not so much disruptive as it was natural, given its portal heritage, which already had laid out integrations with backend systems and the framework to drive personalized customer experience.
The unique infrastructure of Liferay DXP can help build a range of customer experience solutions including web, mobile, and hybrid online/offline experiences across the entire customer lifecycle. In addition, having a single view of the customer lets companies create better, more relevant interactions down the line and gets all departments working together to care for customers.
In this retail banking example, a teller displays a single view of the customer. In one page, the teller can see relevant, current information, i.e., the latest conversation between the customer and the bank (wherever it might have been), gathered from multiple systems across the organization. Based on this customer view, the teller can then make intelligent suggestions to the customer and give the bank an opportunity to offer related or complementary services.
Cheung also shared that Liferay DXP isn't just about connecting surface level interactions. The whole point of Liferay DXP is to let businesses work smarter at what they do—without having to start all over. In this way, businesses gain another opportunity to engage, provide self-service, engender loyalty, and repeat purchases through all customer interactions.
Over the past 15 years, Cheung notes that Liferay has set out to make technology work better for people:
"We see Liferay Digital Experience Platform as the next logical step in our evolution as a company, and I hope that we’ve done a good job listening to your needs as we’ve designed our product."
As customers drive how they interact with brands, companies need to stay ahead of the curve with tools that deliver personalized digital experiences wherever, whenever they engage with your business.
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Learn how to support your customers across the entire customer lifecycle. There's no better time or opportunity to get to know the Liferay team, key clients, and strategic partners than in Chicago this September. Don't miss Liferay Symposium North America!