Customer Experience

In brief: Customer experience (CX) is the sum of all experiences a customer has with a company and its products, from the first search result to after-sales service. Product information shapes this experience at almost every touchpoint.

The role of product data

In saturated markets, the purchasing experience often does more to differentiate products than the products themselves. Customers expect to find, compare and understand products quickly, whether in an online store, on a marketplace, in a catalogue or through a field sales representative. Missing attributes, conflicting information or mismatched images undermine trust and increase returns.

How PIM improves customer experience

• Consistency: the same, up-to-date information across all channels.
• Findability: complete attributes for search, filters and AI assistants.
• Guidance: clear descriptions, quality images, and accessories and alternatives linked through relationships.
• Personalisation: content and product ranges tailored to specific target groups.

Because product data has such a strong impact on the experience, some vendors use the term Product Experience Management (PXM) instead of PIM. See PIM vs. PXM.

See also

• Channels
• Product information
• Product data quality
• PIM for e-commerce
• Benefits of PIM