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

Publisher IDC
Published Mar 12, 2025
Length 11 Pages
SKU # IDC19838328

Description

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.

Table of Contents

11 Pages

Executive Snapshot

Situation Overview

What Is Product Experience Strategy?

Does PX Require an Entire Ecosystem of Enterprise Apps?

PX Involves Both Structured and Unstructured Data

PX Requires Omni-Channel Consistency

PX Is Impacted by Precommerce and Postpurchase Factors

PX Needs Real-Time Adaptation and Personalization

PX Spans Marketing, Merchandising, and IT Operations

Is It an Overstatement to Say PIM/PXM Are a Single Source of Truth for Product Experiences?

The Technical Ecosystem of Product Experience Management

Additional Business Systems That Influence PX Beyond PXM

Advice for the Technology Buyer

Recognize That No Single Platform Owns Product Experience

Define Your Organization's PX Scope Before Selecting Tools

Prioritize Interoperability Over Standalone Features

Assess Whether PXM Is Needed as a Standalone Investment

Avoid Locking Yourself into a Vendor's Definition of PX

Ensure Cross-Team Collaboration in Procurement Decisions

Don't Overlook Postpurchase PX and Customer Feedback Loops

Focus on Agility and Future Proofing

Validate Vendor Claims with Real-World Use Cases

Learn More

Related Research

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