Digital experience is a subset of customer experience that encompasses all interactions people have with your company through digital channels and technology. Digital experience is a subset of customer experience (CX) that deals specifically with how people interact with your company virtually via technology. Digital customer experience reflects how people feel about your business and brand based on their virtual interactions over time.
As with overall CX, a strong digital experience begins with mapping your most common customer journeys. The next stage is using analytics, based on accurate and unified data, to improve that customer journey. The digital customer journey encompasses all engagements made possible by technology. As a result, digital experience includes every online and mobile touchpoint, from the first moment of awareness to web browsing to social media interactions to post-sale customer service and more. For example, digital experience includes the moment a person downloads and first opens your mobile app, and especially how they feel about your brand after using it. See also more information about CX analytics.
Why Is Digital Experience Important?
High-value digital experiences are minimum table stakes for today’s consumers. Shoppers expect online and mobile customer experiences powered by personalization that are engaging, easy to use, and always available. Their overall opinion of your business is heavily influenced by your digital customer experience. For example, a website or digital store that isn’t optimized for mobile devices creates the impression of a business that is behind the times or simply doesn’t care about customer service. By optimizing digital experience, you can boost sales, ROI, and customer satisfaction. Learn how a CDP helps build a more personalized digital experience.
FAQ
What is the difference between digital experience and customer experience?
Customer experience (CX) encompasses every interaction a person has with your brand, including in-store visits, phone calls, and physical product usage. Digital experience is the subset of CX that covers only virtual and technology-mediated touchpoints—websites, mobile apps, email, social media, and chatbots. A strong overall CX strategy requires optimizing both digital and physical experiences.
How do you measure digital experience?
Key metrics for measuring digital experience include Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), task completion rates, page load times, bounce rates, and session duration. More advanced approaches use marketing analytics and journey mapping to track how customers move across digital touchpoints and identify friction points that lead to drop-off or dissatisfaction.
How does a CDP improve digital experience?
A customer data platform (CDP) improves digital experience by unifying customer data from all channels into a single profile, enabling real-time personalization across websites, apps, and email. With a complete view of each customer’s behavior and preferences, brands can deliver relevant content, product recommendations, and offers at every digital touchpoint rather than treating each interaction in isolation.
Related Terms
- Customer Journey — Maps the full path customers take across digital touchpoints
- Customer Engagement — Measures how actively customers interact with digital channels
- Omnichannel Marketing — Delivers consistent experiences across all digital and physical channels
- Digital Commerce — The transactional side of digital experience
- Real-Time Personalization — Adapts digital experiences instantly based on user behavior