Digital experience (DX) emerged from work in the 1990s on “experience management” which included customers, employees, suppliers, and other stakeholders. Customer experience (CX) became the primary focus of experience management in the 2000s fueled by the growth of web commerce and other digital marketing channels. Technology suppliers and analysts serving marketing organizations began targeting CX in their products and services with features and their own marketing and branding efforts. In particular many “web content management (WCM) systems” became “customer experience management” (CXM), web experience management” or “web engagement management” systems (both using the WEM acronym). Most of these same products and services were also applicable and already in use for managing other stakeholder experiences, and became “digital experience” (DX) systems or platforms (DXPs), with CX being one component.
A positive digital experience requires much more than a pretty and fast web page or mobile app. There are other marketing technologies, internal back-end systems, supply chains, and operational workflows, digital or not, that need to be integrated with to ensure a smooth and informed experience. See Digital Experience is all about integration and agility.
