What can you expect from your partner in terms of DXP?

In the context of a Digital Experience Platform (DXP), Customer Success it about ensuring that your platform truly accelerates your business objectives. Not just launch day or fixing incidents, but every day thereafter . But far too many organizations pay for a DXP without ever defining what success is. Without clear KPIs or alignment between marketing goals and platform capabilities, the platform underperforms. In this blog, we share what Customer Success can look like, and how the right partner can help turn your DXP into a growth engine.

Before we dive in, it’s worth clarifying that Customer Success in a DXP isn't about the bugs you fix, or the support tickets you close. It's about enabling your platform to always and reliably demonstrate measurable business value, aligned to your strategic marketing content, and operational goals.

We challenge every client to articulate what success means to them. Do you have KPIs? Are you able to measure campaign speed to market? Can you link updates in content to lifts in conversion? Have you clearly defined your customer journey? So, here’s how we’ve reimagined Customer Success as a framework for delivering real outcomes.

What clients typically expect their DXP to do

When organizations invest in a DXP, they’re expecting more than just a functional website. They're looking for a platform that accelerates their digital ambitions. From our work with enterprise clients, here’s what they typically want to achieve: • Consistent, omnichannel customer experiences Whether users come from social, search, email, or mobile apps. Your brand should feel seamless and connected across all touchpoints. • Rapid delivery of new campaigns and landing pages Marketing teams want the freedom to ship fast, test often, and adapt messaging on the fly, without waiting on developers. • Personalization and experimentation capabilities Smart DXPs should support audience segmentation, content testing, and behavioral targeting to improve engagement and conversion. • Actionable data and insights Teams expect clear dashboards that tell them what’s working, what’s not, and where to double down. • Agile response to change From seasonal promotions to global pivots, businesses need a platform that can shift quickly without breaking workflows. • Reduced dependency on technical teams Editors and marketers should feel empowered (not blocked!) by their platform. A well-implemented DXP reduces day-to-day reliance on developers.

What common gaps do clients face with DXP

Even with the best intentions, many DXP projects fall short. Not because of the technology, but because of how it's implemented, managed, or supported. Too often, organizations enter the partnership expecting evolution but receive a one-time delivery instead.

Here are some of the most common frustrations we hear from clients: • Disjointed onboarding processes Business stakeholders and tech teams aren’t always aligned. This disconnect can lead to missed expectations, delayed launches, and poor adoption. • Lack of strategic input beyond the initial build Some partners focus only on technical delivery, without helping clients link platform capabilities to marketing or content goals. • Insufficient attention to editor experience and workflows If editors can’t easily create, update, or personalize content, even the most powerful DXP becomes a bottleneck. • Slow release cycles and approval chains Without clear ownership or streamlined processes, small changes take too long to publish, frustrating teams and slowing campaigns. • Post-launch vendor dependency Clients often feel stuck after go-live, unable to evolve the platform without constant support or additional costs. Knowledge remains siloed, and internal teams aren't empowered.

These gaps are more than annoyance. They’re blockers to business growth. A Customer Success approach addresses them head-on.

What should Customer Success include

True Customer Success goes very deep. It’s about driving better results through continuous optimization, compliance, and adaptability. At NoA Ignite, our Customer Success services cover: • Ongoing maintenance Regular updates, bug fixes, and performance checks to ensure stability, so your team can focus on content, not firefighting. • Legal compliance and accessibility Making sure your platform meets regional standards, including EU accessibility directives (e.g., WCAG 2.1 Level AA), helping you stay ahead of legal obligations and inclusive design. • Performance optimization Site speed and responsiveness are crucial. We fine-tune infrastructure and front-end delivery for better SEO, user experience, and conversion rates. • Infrastructure management Cloud scaling, cost-efficiency (e.g., auto-scaling or API management), and robust monitoring tools that prevent downtime and reduce unnecessary spend.

What value-added services should a partner provide post go-live

Going live is the starting point for real impact. That’s why our post-launch services are designed to extend the value of your DXP, helping you evolve with your market, your users, and your goals.

Here’s what our clients receive after launch: • Personalised maintenance roadmaps We map out 40+ task types tailored to each client - from performance reviews to SEO clean-ups - prioritizing the ones that support your business KPIs. • Continuous performance tuning and UX enhancements Whether it’s improving page load speed or fixing user journey friction, we make sure your site is always working smarter. • SEO, Accessibility, and Analytics audits Regular evaluations help you meet compliance requirements, discover optimization opportunities, and track your reach and performance. • KPI tracking dashboards We set up dashboards for engagement metrics, speed to market, conversion lifts, giving your team the insights they need to act. • Application performance monitoring With real-time alerts, diagnostics, and incident response, we make sure issues are resolved quickly, before they affect users. • Quarterly Business Reviews and strategic retrospectives Every quarter, we assess what’s working, what’s changed, and where we go next. It’s not just a check-in. It’s a strategy session. • Hackathons and ideathons We organize innovation sessions with your team to align with KPIs, spark new ideas, and unlock platform potential. • Support for achieving KPIs Whether your goal is to increase lead conversions or reduce bounce rates, we actively contribute to delivering those results through your platform.

How to stay aligned with client goals post-implementation

A DXP that works on day one is good. A DXP that keeps evolving with your business? That’s what real value looks like. To make that happen, we don’t treat post-launch as a passive phase, we actively stay aligned with your goals, KPIs, and user expectations.

Here’s how we do it: • Dedicated Project Manager You’ll have a named point of contact who understands your platform inside-out and acts as your strategic partner, not just your ticket-taker. • Structured business, operational, and technical onboarding We align all stakeholders from the start. Not just developers, but marketing leaders content creators, and analytics teams. • Co-created Success Plans We sit down with your team to define what success looks like: measurable outcomes, timelines, and tactics to get there. This is not a one-size-fits-all checklist. • Regular check-ins and retrospectives We host monthly or quarterly reviews to assess progress, adjust plans, and spot new opportunities, before they become problems. • Real-time KPI monitoring Our dashboards track what matters most to you - site performance, content engagement, release speed - and help us prioritize what comes next. • Shared understanding of editorial priorities From homepage updates to seasonal campaigns, we collaborate with your content teams so your platform always supports what they need.

How are expectations and roles between the client and partner typically defined and managed?

Clarity is critical. Without clearly defined responsibilities, things get messy, and accountability disappears. That’s why we create a transparent partnership structure from day one.

During onboarding, we define: • Ownership areas Who handles what: from content creation to infrastructure, from SEO audits to release approvals. • Escalation paths and comms cadence You’ll know exactly who to contact, when, and how (no chasing people across tools or time zones!). • Service Level Agreements (SLAs) We document what you can expect from us: response times, resolution goals, and communication expectations based on issue severity.

After launch, we evolve these roles as your needs change: • Ownership transfer plans If your internal dev team takes on more responsibilities, we’ll plan that handover together, gradually and with full knowledge sharing. • Joint code reviews and onboarding sessions We don’t gatekeep knowledge. We actively onboard your team to our tools, pipelines, and architecture so everyone’s on the same page. • Shared tools and documentation Everyone uses the same source of truth. That means no misalignment, no out-of-date processes, and fewer surprises.

What tools, processes, or practices are best to ensure client success with a DXP

Tools are only as good as the way they're used. We combine modern DevOps practices, clear documentation, and transparent communication to ensure nothing gets lost in translation, and that everyone on your team stays empowered.

Here’s what our setup typically includes: • CI/CD pipelines with quality gates Every update is tested and validated before it hits production. This reduces risk, speeds up delivery, and ensures quality with every release. • Monitoring stack We use APM (Application Performance Monitoring), log analysis, and alerting systems to monitor the health of your platform 24/7. If something breaks, we know, and fix it fast. • Dashboards for key performance indicators (KPIs) From bounce rates to conversion rates, speed to market to uptime, we surface the metrics that matter to your team and track progress against your goals. • Documentation hubs and onboarding checklists Everything your team needs - how-tos, architecture maps, process docs - is documented and accessible. No more emailing for answers. • Customer Success platform with ticketing and communication history We use tools like Jira, Azure DevOps, or your platform of choice to manage tasks transparently and ensure nothing falls through the cracks. • Async communication via Slack or Teams We adapt to your preferred communication style, with channels set up for day-to-day queries, urgent escalations, and documentation sharing.

How to manage communication cadence after launch

There’s no one-size-fits-all model. We adapt the structure and communication frequency based on project scale, internal resources, and the level of ongoing change. That said, some patterns are consistent across successful projects: • Minimum 3 developers familiar with your codebase This ensures rapid support and continuity, even when priorities shift or people rotate. • A dedicated team Typically includes:

• Project Manager (PM)
• Operational Coordinator or DevOps lead

• Regular syncs

• Bi-weekly or monthly, depending on workload
• Quarterly business reviews for long-term planning
• Ad-hoc war rooms during high-impact campaigns or incidents

• Real-time and async communication We integrate with your Slack, Teams, or ticketing platform to enable smooth collaboration without unnecessary meetings. • Roadmap and documentation ownership We maintain living documents covering what’s been done, what’s next, and why. This transparency builds trust and keeps momentum.

Why we offer personalization, experimentation, and performance support as part of success services

These aren’t "extras". They’re essential pillars of modern digital experience. If your DXP doesn’t help you deliver tailored content, test ideas fast, and optimize performance continuously, it’s falling short.

That’s why we build these capabilities into our Customer Success offering because they directly support the outcomes CMOs and Heads of Content care most about: engagement, conversion, loyalty, and ROI.

Here’s what we include: • Optimizely Experimentation planning and rollout We help you integrate experimentation into your workflow. Not just technically, but culturally. That means hypothesis development, audience segmentation, test planning, and performance reporting. • Content scoring and personalization audits We review how well your platform is serving different user segments. What content performs best for whom? Where are there gaps in the experience? Then, we help you personalize smarter. • Smoke tests and UX improvement sprints Light-weight tests can reveal big problems or big opportunities. We run rapid iterations to fix conversion blockers and optimize key user journeys. • SEO and performance reviews From crawlability to Core Web Vitals, we keep your platform technically sound and optimized for search visibility and user experience. • Analytics-based retrospectives Every quarter, we combine platform data, user behavior, and business results to identify what worked, and what to do next.

How we help clients adapt to DXP updates, feature releases, or evolving customer needs

Your users don’t stand still. Neither does your business. That’s why a DXP needs to evolve constantly, and your team needs to evolve with it. That’s why we proactively guide you through them.

Here’s how we make that happen: • Dedicated update tracks in our maintenance roadmap Every new feature, security patch, or infrastructure change is mapped, assessed, and planned for well in advance. • Risk assessment for major updates (e.g., .NET or Optimizely versions) We evaluate impact, test updates in sandbox environments, and roll out changes in controlled, low-risk stages. • Proactive feature alerts and enablement If Optimizely (or any other platform in your stack) releases a feature that could benefit your workflow or performance, we let you know, and help you adopt it. • Training and onboarding for editors and marketers We don’t leave your team behind. Hands-on training and clear documentation ensure they can take advantage of every new capability. • Gap analysis and roadmap alignment We regularly compare your current setup with evolving business needs and platform capabilities to uncover opportunities for improvement or transformation.

The checklist: What your DXP partner should help you achieve

A successful DXP isn’t just about having the right tools. It’s about knowing how to use them, and having a partner who helps you turn your platform into a performance engine.

Here’s a simplified version of the success checklist we use with clients, mapped to common business priorities:

Infrastructure & Operations • Regularly align Dev/UAT with production data • Optimize database use and clean up old data • Rebuild and update indexes for better performance • Automate monitoring, alerting, and issue response • Identify and scale infrastructure based on usage

Marketing & Content Success • Audit and improve speed to market • Track engagement, personalization, and test performance • Support editors with no-code workflows and training • Review and update content governance processes • Align roadmap with campaign and brand priorities

SEO, Accessibility & Compliance • Run regular accessibility and WCAG audits • Conduct SEO health checks and update metadata strategy • Monitor legal compliance (GDPR, cookie banners, etc.) • Plan and renew SSL certificates proactively

Experimentation & Optimization • Set up A/B and multivariate testing in line with KPIs • Run quarterly retrospectives on test results • Use content scoring to guide personalization • Identify high-potential optimization opportunities

Documentation & Enablement • Maintain a living knowledge base for all teams • Document technical, editorial, and strategic workflows • Share test outcomes and success stories internally • Provide onboarding paths for new editors or stakeholders

__Key takeaways __

Success isn’t defined by a go-live date. It’s measured by how consistently your platform drives business value over time. Your DXP shouldn’t be seen as just a technical solution owned by IT. It’s a strategic asset that directly impacts marketing performance and content effectiveness.

A true Customer Success approach means having a partner who’s invested in your outcomes, not just your uptime. That means aligning on KPIs, continuously iterating on your platform, and staying focused on what moves the needle.

It also means being willing to ask the hard questions: What are our success metrics? How do we track ROI? What’s slowing us down?

And perhaps most revealing of all - if we could fix just one thing on our website today, what would it be?