Enterprise Systems Influencing Product Experience Beyond PXM: Product Experience Strategy for Commerce

This IDC Perspective discusses how product experience management platforms work with other enterprise applications to create a technology ecosystem for the management of a holistic product experience (PX) strategy. Product experience encompasses the full life cycle of customer interactions with a product, spanning from discovery and evaluation to purchase, usage, and postpurchase engagement. Unlike standalone product information, PX is shaped by structured data (e.g., specifications, pricing, SKUs) and unstructured content (e.g., images, videos, customer reviews)."Product experience is a strategic focus on setting customer expectations via consistent, accurate, and relevant product data across all customer touch points, whether B2B, B2C, physical, or digital. Beyond this, PX needs to create a closed loop, providing feedback to engineering and product teams that help them create stronger catalogs over time. The challenge is not just in selecting the right software for PX but also in ensuring data flows seamlessly between teams capable of influencing precommerce, commerce, and postpurchase stages of engagement to create a unified customer-product experience," says Heather Hershey, research director of Worldwide Digital Commerce Strategy at IDC.