Emelar Consulting Group is happy to see that Gartner has named Salesforce as a leader in the 2019 Gartner Magic Quadrant for Digital Experience Platforms (DXP).
Gartner positions vendors in the Magic Quadrant based on completeness of vision and ability to execute. Emelar believes that this achievement is a true testament to the success of Salesforce customers and demonstrates their growth and innovation.
What is a DXP?
A digital experience platform (DXP) is a set of integrated core technologies that support the composition, management, delivery, and optimization of contextualized digital experiences for customers — a central hub.
A DXP supports multiple use cases and operates as a business-to-business (B2B), business-to-consumer (B2C), and business-to-employee (B2E) platform in one.
The DXP space is relatively young and evolving. So, there is a great range in the definition, type of offering, and vendor approach to this market.
Salesforce is no stranger to providing the canvas for cross-platform development, as the world’s #1 CRM providing stellar user experience via the customizable and intuitive Salesforce Lightning user interface). Now, with Community Cloud, Salesforce takes a step further into this new space and emerges as a leader.
A Magic what?
For those not already in-the-know: the Gartner Magic Quadrant is a product selection tool for the IT industry that frames technology players within a specific market. Gartner provides this tool to assist leaders responsible for digital and customer experiences for finding the vendor most suitable for their needs.
Gartner Magic Quadrant for Digital Experience Platforms, Irina Guseva, Gene Phifer, Mike Lowndes, Gavin Tay, February 2019
Organizations are looking to Community Cloud to create branded digital experiences, bringing CRM data and processes to their partners and customers.
Community Cloud and Lightning Platform together make up Salesforce’s powerful DXP. This combination is quickly becoming the primary experience technology for all Salesforce® products, with more” multi-cloud” customers on it.
Salesforce provides brand-new web content management (WCM) capability, along with the CMS Connect feature for integration with third-party WCM tools. The report also shines a light on the practical uses of its Einstein AI capabilities.
Diving in a bit, there are three main sections of functional criteria in Gartner’s analysis.
1. CUSTOMER EXPERIENCE
Gartner looked at each DXP’s content interaction, search and navigation, collaboration and knowledge management, digital commerce, and ability to customize the experience.
2. DXP Management
Gartner looked at aspects of each digital experience platforms’ management of content, integration and aggregation, personalization and targeting, analytics and optimization, security administration, business process and workflows, and development.
The platform itself and the architecture used for the DXP are equally important.. This includes the platform’s capacity for multichannel delivery, customer data management, cloud enablement, and globalization, localization, or multilingual support.
Customer expectations are increasing rapidly. The World Economic Forum put this well:
“….growing transparency, consumer engagement, and new patterns of consumer behavior (increasingly built upon access to mobile networks and data) force companies to adapt the way they design, market, and deliver products and services. A key trend is the development of technology-enabled platforms that combine both demand and supply to disrupt existing industry structures, such as those we see within the ‘sharing’ or ‘on demand’ economy.”
-The World Economic Forum
-The Fourth Industrial Revolution: what it means, how to respond, World Economic Forum, Klaus Schwab, January 2016
In a customer-centric world, organizations are looking to Community Cloud to create branded digital experiences for their partners and customers, backed by smarts CRM processes and data. The growth of Salesforce in the DXP space seems only fitting!
Emelar Consulting Group is a full-service certified Salesforce consulting firm, specializing in intelligently refining business processes so you can leverage the full power of the Salesforce platform. From CRM to CPQ, we have you covered.