Introducing the enhanced CoreMedia Experience Platform: A new era begins

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Barbara Eigner

Today marks another milestone in our evolution: we're thrilled to announce the enhanced CoreMedia Experience Platform, representing a strategic leap in our capabilities to elevate experience and drive impact. This composable Digital Experience Platform (DXP) uniquely pairs its powerful Content Cloud with added Marketing Cloud and Cloud Contact Center capabilities, offering more ways to engage with your customers than any other DXP. 

Picture this: 

A visitor lands on a website and searches for a specific product. The business perceives this intent, triggering a seamless, personalized experience in real-time. This includes tailored product recommendations and assistance provided through the best-suited channels—whether it be via live chat, chatbot, or a phone call. But the personalized experience doesn't stop there. A follow-up email is sent to measure the Net Promoter Score (NPS) of the customer. For those satisfied, an upselling offer is extended, while discontented customers receive a targeted call to evaluate and address their concerns. This exemplifies the power of omnichannel engagement, from the online experience to the contact center. 

By orchestrating the customer journey across all touchpoints, a business can measure and optimize the impact of different interactions continuously. Closing this feedback loop in this way improves the customer experience and drives impact. 

Enhanced platform capabilities: uniquely pairing a Content Cloud with an Engagement Cloud 

CoreMedia, a global leader since 1996, has been at the forefront of innovation and that is why we recognize the importance of continually enhancing our solutions. The strategic acquisition of BySide and Smarkio was pivotal in strengthening our position as a leader in providing solutions for crafting, managing, and optimizing digital experiences. 

By seamlessly integrating the latest capabilities into our portfolio, the CoreMedia Experience Platform came to life: a unified DXP solution that connects our Content Cloud with a robust Engagement Cloud, designed to elevate experience and drive impact. 

CoreMedia’s powerful hybrid headless CMS is now uniquely paired with composable Marketing Cloud and Cloud Contact Center capabilities, making buying journeys easy and extraordinary with more ways to engage with your customers than any other DXP. This marks a step forward in real-time personalization and optimization capabilities, as well as the introduction of conversational experiences enriched with AI and a human touch. By seamlessly guiding customers through their purchasing journey with engaging conversational experiences and providing the option to connect with real people as needed, we significantly enhance the power of the customer experience.  

Continuously elevating experiences and driving impact 

"A new chapter begins with the introduction of the new CoreMedia Experience Platform. By enhancing our automation and artificial intelligence capabilities with the added Engagement Cloud, we are taking our mission to elevate experience and drive impact even further. We now provide a comprehensive solution that empowers global brands with real-time personalization and impactful conversational experiences. The best part is that it is paired with our future-proof Content Cloud, covering more touchpoints than any other DXP for an outstanding customer journey”, announces Sören Stamer, Co-Founder and CEO of CoreMedia. 

We are excited about our evolution. With the CoreMedia Experience Platform, we’ll seamlessly transform customer interactions into personalized experiences across all channels, empowering businesses with unparalleled engagement. Thank you for being a part of our journey. 

Stage 1: Fragmented: Multiple Channels

You’re a digital dinosaur!

You have a beautiful website, but with fragmented digital experiences, you run the risk of extinction.

It’s time to evolve.

Your audiences want a seamless experience, no matter what's happening behind the scenes. When your experience is different or difficult, it’s important to start with the basics, such as cultivating a holistic approach to online digital experiences. Realign your teams, platforms, processes, goals, and metrics around a comprehensive view of the online experience. Focus on the end-to-end customer journey cutting across channels, desktop and mobile.

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Stage 2: Integrated: Multiple channels

You’re a fish!

Signs of exciting life are starting to form. Your DX is responsive and adaptive but it’s not quite personalized yet.

Keep swimming!

The integration of your brand content across every touchpoint (website, online store, social media, emails, apps, point of sale) creates immersive experiences. These flagship sites combine content-rich brand experiences with immediate conversion capabilities. Business teams and marketing are closely aligned. However, while the digital experience is responsive and adaptive, it’s not yet personalized.

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Stage 3: Instant: Global expansion

You’re a crocodile!

You’re taking it global. Speed and scalability are key and just like a crocodile, you’re fast…but you’re clumsy.

Oh snap!

In this stage, the online digital experience becomes completely dynamic. You need content that is global, yet relevant, with plenty of local insights: Who is the user? Are they using a mobile phone? Is it raining where they are? Is it snowing? If it is, maybe they need warm, waterproof boots. All of this contextualized information creates a better user experience. With one global orchestration, you’re able to adapt everything, in whatever country or language you choose – while keeping turnaround times low. So keep evolving.

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Stage 4: Dynamic: Real time personalization

You’re a lion!

You’re reaching more customers in more countries and languages than ever before, and now you’re finally hunting and collecting info with precision.

But you can do more to keep your brand roaring!

As you graduate to the Instant level, you’re able to rapidly update everything - not just in one language and for one country, but in 20 languages and for 100 countries. Speed and scalability are key, driven by the need to roll out global campaigns in all languages and all touchpoints and make updates in minutes or hours, not weeks. But there’s still more to do to reach nirvana.

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Stage 5: Immersive: Elevated experiences

You’re Captain Content!

You’ve done it! You have opposable thumbs AND you’re saving the world with your seamless, elevated customer experiences.

You're a superhero in the digital space.

Your digital world and your physical world are blending together in the most complementary way possible. When shoppers visit your store, they’ll be greeted with their pre-selected products. Language changes dynamically depending on country of origin – it's like the whole store was set up just for your one specific customer.

In this final stage, your customer experience is truly immersive and superior, and your flagship store merges your physical and digital world into one, with a truly personalized individual experience.

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