The dynamics of CSPs and customers have drastically shifted in the recent past. As the customers are getting more and more hyper-connected, the relationship between CSPs and their customers are no longer the same. The new-age customers expect more comfort and convenience and they want CSPs to deeply understand their requirements, challenges and expectations. They expect all their service providers to offer higher level of personalised services that they get from their much-advanced eCommerce service providers.
Consistent & engaging experience
To connect with the new-age customers, delivering a consistent and hyper-personalised brand experience is the key for the CSPs. While this brings huge opportunities for CSPs to connect with customers across multiple platforms, it also poses challenges when it comes to effectively engaging with the customers across an increasingly fractured customer experience.
So, how can CSPs find a way to provide consistent and engaging experience to their customers across multiple devices, channels and formats as we head towards the highly-personalised customer-centric digital era?
Headless commerce architecture is built to address the customer-centric requirements of the digital era.
Limitations of traditional commerce
In traditional architecture, the front-end is tightly coupled with the back-end commerce platform and infrastructure. This allows little or no agility and flexibility in providing the customer experience-driven look and feel. The front-end developers face multiple challenges when it comes to the overall process and design. It takes a lot of time to configure the core and front-end systems.
Advantages of headless commerce
As the front-end and the back-end systems of headless commerce architecture is decoupled and is integrated by Open APIs, this creates endless possibilities for customisation based on specific needs.
- Drive experience-led look and feel: Content management systems and digital experience platforms present brands in the best possible light
- Provide highly personalised user experience: Continue back-end experiments without disrupting the experience of shoppers who use the front-end for their requirements
- Make rapid updates and gain the flexibility to innovate user journey: Roll-out new offersquickly and innovate customer experience without dependency on back-end system
- Ensure consistent user experience across all touchpoints: All the customer experience pieces like the user interface components are controlled in the CMS. This enables CSPs to provide consistent user experience across all touchpoints no matter how or when the customers interact with them
STL’s digital Engagement Platform (dEP) is one such platform that is based on headless commerce architecture. This cutting-edge platform for both B2B and B2C commerce simplifies customer and partner journeys. The API-driven commerce solution seamlessly integrates with any new customer engagement channels/touchpoints.
With this headless commerce, CSPs can rapidly deliver any new age digital services/offerings that are context-aware and highly personalised. It enables complete commerce experience across digital channels and journeys.