The resource-saving power of digital experience platforms

What makes Digital Experience Platforms essential for modern businesses?

From a business perspective, DXPs help companies use their resources more effectively by allowing content to be reused across different channels and ensuring consistent communication. In many companies, content like customer stories, graphics, and marketing materials are scattered across different departments. This often leads to inefficiencies, with marketing, sales, and customer support using different versions of the same content.

DXPs solve this by centralizing access to assets, ensuring that everyone in the company, whether it’s sales, marketing, or support, can access and use the same resources. It’s not just about upholding the corporate identity by making sure everything looks the same; it’s about ensuring that the same customer story, for instance, is used consistently across all channels. This uniformity is crucial for maintaining brand integrity and enhancing the customer experience.

Can WordPress be the backbone of a Digital Experience Platform?

Yes, WordPress can be a critical component of a DXP because it can connect to other tools and act as the central hub for a company’s digital assets. We built Greyd.Suite, which uses WordPress as the core for our DXP by linking it with other systems within our organization. This integration helps to synchronize content, ensuring that everything from sales messages to support documents is aligned across platforms.

One of the key benefits of using WordPress in this way is its flexibility. Businesses can start small by integrating WordPress with a few tools and scale up to more complex systems as their needs grow. It can be as simple as connecting your support system through an API to your website or as complex as building a fully integrated firm-wide system that manages everything from digital assets to customer support and CRM.

Can you give us an example of an API integration you are using?

Sure! A great example is how we use our API Connector internally to enhance our Helpcenter website. Before implementing this integration, our support team had to manually search the website for relevant tutorials, copy the links, and then send them to customers via our support communication tool Helpscout. A process that was not only time-consuming but often led to support agents skipping this step, which impacted service quality.

With the API Connector in place, the help content (e.g. tutorials, FAQ articles, etc.) from Helpscout is automatically synchronised with WordPress. Now, support agents can easily access the latest tutorials directly within the support system without needing to visit the website. And you can still use the tutorials in WordPress as normal posts and thus individually build and design your website. This seamless integration ensures that customers receive the most up-to-date information, and agents can respond more efficiently.

Additionally, when a tutorial is updated or added in our support system, those updates are automatically reflected in the website, eliminating the need for manual updates. So the advantages go both ways. This integration has significantly improved the quality of support at Greyd by making relevant resources instantly available.

What challenges do companies face without a DXP, and how does Greyd.Suite help overcome them?

Without a DXP, businesses struggle with decentralized content and inconsistent messaging. In many organizations, different departments use different tools and systems, which leads to duplicated efforts and a fragmented customer experience.

In this example, Greyd.Suite helps overcome these challenges by enabling you to centralize digital assets and to synchronize content across platforms. Whether it’s updating a customer story or sharing a new graphic, with Greyd.Suite you can ensures that all departments, sales, marketing, and support, are using the same content, reducing inconsistencies and improving operational efficiency.

But Greyd.Suite is not a Digital Asset Management System, is it?

I see how the previous example could give that impression, but it was merely intended to illustrate the flexibility Greyd.Suite offers as a tool set, both for agencies as in-house web departments. The possibility to connect your websites to a wide range of tools and thus build a DXP is just one of the many possibilities you have when you build your sites with Greyd.Suite. We’re like a digital Swiss army knife.
You can manage content across sites, multisites and servers, both locally and centrally, for example. You never have to leave your WordPress dashboard for migration and backup, or to edit your database. The Greyd.Hub is your one-stop shop for site management and maintenance.

With our Suite you can seriously scale your projects. You can manage large numbers of websites, and implement your designs with precision, all while reducing the need for specialized coding skills. Powerful dynamic templates and reusable blocks allow you to quickly build complex websites in a visual, intuitive way. And as we are fully Block-based and stay as close to WordPress core as we can, the output is fast. We have customers who use our Suite to create dozens of landing pages and set up microsites in just a couple of clicks.

You mentioned Greyd.Suite’s API Connector. How does that simplify integrations with external tools?

One of the standout features of Greyd.Suite is indeed its API Connector, which allows companies to integrate external tools into their WordPress-based platform without the need for complex, expensive headless solutions. With that, you can connect WordPress to other tools, like a CRM or a digital asset management system, and ensure that all data is synchronized across platforms.

This integration means that businesses can pull content from various external systems and use it within WordPress, and vice versa, making it easier to manage multiple tools from a single interface and build a DXP. You no longer need a separate headless solution or a team of developers to make it work. Greyd.Suite does it all, making the process much more accessible and cost-effective.

What advice would you give to businesses looking to adopt a DXP?

My advice would be to start small and scale up as needed. You don’t have to overhaul your entire system overnight. Start with a specific use case, like synchronizing your support content with your website, and build from there. By integrating tools gradually, businesses can ensure that their DXP grows with them and adapts to their needs over time.

At the end of the day, a DXP isn’t just about managing content. It’s about creating a seamless digital experience that allows your company to operate more efficiently and provide better service to your customers.