Customers expect seamless, engaging, and personalized interactions with brands from the moment they discover a product to post-purchase support.
At the heart of an exceptional product experience lies technology, personalization, and effective product data management.
Businesses that leverage AI-driven recommendations, intuitive interfaces, and high-quality product content can create a frictionless journey that enhances customer engagement.
Meanwhile, structured product data and digital asset management ensure consistency across multiple channels, helping brands maintain trust and credibility.
What is an example of a product experience?
Product experience refers to how customers interact with a product throughout their journey, from initial discovery to long-term usage.
It encompasses everything from the product’s usability, its presentation on digital platforms, and the level of personalization offered to the post-purchase experience, including support and feedback collection.
A well-optimized product experience ensures that customers find value, efficiency, and satisfaction in using the product, ultimately leading to brand loyalty.
How is product experience different from user experience (UX)?
While user experience (UX) focuses on the broader interaction between a customer and a brand’s digital ecosystem (such as website navigation and checkout processes), product experience specifically concerns how users interact with a product.
This includes product findability, content quality, personalization, and ongoing engagement. An exceptional product experience is a critical component of UX, ensuring that a product meets and exceeds customer expectations.
How do companies ensure a top-notch product experience?
Delivering an outstanding product experience requires a strategic approach prioritizing data management, personalization, customer insights, and continuous improvements.
Companies that excel in PX understand that it is not a one-time effort but an ongoing process that adapts to user behavior and expectations.
Here are key strategies that help businesses optimize product management:
Leveraging product data management for consistency
In today’s fast-paced digital world, delivering consistent and accurate product information is crucial for customer satisfaction and operational efficiency. This is where a Product Information Management (PIM) system comes into play. It ensures that all product details — descriptions, specifications, images, and attributes — are consistent across every digital and physical touchpoint.
By implementing a PIM software, businesses can:
- Maintain accuracy across eCommerce platforms, marketplaces, and in-store systems.
- Optimize product listings with SEO-friendly descriptions and high-quality visuals.
- Enable seamless updates, ensuring customers always receive the most relevant product information.
Using customer insights to personalize experiences
Customers today expect a tailored experience when interacting with brands. Companies that use customer insights, behavioral data, and AI-driven recommendations can create a personalized journey that resonates with new users.
Key personalization strategies include:
- AI-powered recommendations based on browsing and purchase history.
- Dynamic content adjustments that show different product details based on user preferences.
- Personalized marketing campaigns that offer promotions and messaging aligned with individual interests.
Prioritizing user feedback for continuous improvement
Successful brands continuously improve their product experience by actively gathering and analyzing customer feedback. Listening to customer pain points and expectations allows companies to refine their user interface (UI), product features, and overall journey.
Ensuring seamless omnichannel experiences
Customers interact with products across multiple platforms — mobile apps, websites, social media, and physical stores.
Key elements of an omnichannel product experience:
- Unified product data across eCommerce, social commerce, and marketplaces.
- Mobile-optimized experiences that ensure a smooth journey on all devices.
- Real-time inventory updates to prevent discrepancies in stock availability.
Utilizing automation and AI for efficiency
Automation and AI transform product experience strategies, allowing brands to enhance customer interactions, optimize product content, and deliver real-time personalization.
AI-powered examples of product experience:
- Chatbots and virtual assistants that provide instant product recommendations.
- Automated content optimization that adjusts descriptions based on customer search behavior.
- Visual search technology that lets users find products based on images rather than keywords.
5 brands that deliver exceptional product experiences online
The best product experience comes from brands prioritizing seamless shopping, personalization, and high-quality product data. These product experience examples showcase how innovative companies create engaging and intuitive digital journeys.
Sephora – Turning customer behavior into an opportunity
Through market research, Sephora discovered that most shoppers used their smartphones in-store to research products, check prices, and read reviews before purchasing. Instead of competing with external resources, Sephora decided to integrate this behavior into its ecosystem by developing a mobile experience that catered directly to these needs.
Powerful product presentationSephora ensures that its customers can explore, experiment, and experience products digitally before purchasing.
Source: Sephora’s Virtual Artist uses AR to preview makeup in real time
How Sephora enhances product presentation:
- High-resolution product imagery and swatches – Every product page features multiple angles, texture shots, and shade variations, allowing customers to see every detail before buying.
- Virtual Artist AR try-on tool – Using augmented reality, customers can digitally test makeup products on their faces, eliminating the guesswork.
- User-generated content and community reviews – Customers can browse real-life application photos and videos from other users, offering social proof and additional guidance.
This visually immersive approach creates a store-like experience online, giving customers the confidence to purchase beauty products without needing to test them in person.
Practical product information
Sephora eliminates uncertainty by providing structured, transparent, and educational product details that help customers make informed decisions.
Source: Sephora offers options like free shipping, same-day delivery, and BOPIS
How Sephora ensures product clarity:
- Concise ingredient breakdowns and skin benefits – Every product includes a clear list of key ingredients, highlighting benefits, allergens, and potential skin concerns.
- Filter-based product discovery – Customers can search by skin type, concerns, or ingredient preferences, ensuring they find products tailored to their needs.
- Comparison features and expert recommendations – Some product pages suggest alternative or complementary items, helping customers choose the best match.
Sephora empowers customers to shop confidently and reduces product uncertainty by offering precise, structured, and transparent product information.
Personalized and omnichannel beauty experiences
Beyond its product pages, Sephora’s personalization and omnichannel integration ensure that customers receive relevant product recommendations and a seamless shopping journey across devices and stores.
Source: Sephora provides curated picks for a complete experience.
How Sephora personalizes the beauty experience:
- AI-powered product recommendations – Sephora’s AI engine analyzes past purchases, browsing history, and beauty preferences to offer highly relevant product suggestions.
- Beauty Insider loyalty program – Members receive exclusive discounts, early product access, and customized offers based on their shopping habits.
- Seamless online-to-offline experience – Customers can reserve items online, try them out in-store, and complete their purchases through the Sephora app.
By integrating AI-powered personalization, digital beauty experiences, and omnichannel convenience, Sephora bridges the gap between online and in-store shopping, ensuring customers receive a tailored, engaging, and effortless beauty experience.
Leveraging data to refine the customer journey
Beyond creating a seamless shopping experience, Sephora used its digital tools to collect valuable customer insights. By integrating Analytics 360 by Google, the brand tracked how customers moved between online and offline touchpoints:
- Sephora discovered that 70% of shoppers who visited the website before heading to a store made a purchase within 24 hours.
- The data also revealed that if a customer engaged with Sephora’s digital ecosystem before visiting a store, its in-store purchase value increased by 13%.
- With a 3.9x higher return on ad spend (ROAS) and a 3x increase in conversion rates, Sephora confirmed that digital engagement directly influenced in-store success.
Sephora’s approach proves that in today’s retail landscape, technology isn’t just about convenience — it’s about creating richer, more meaningful experiences that put the customer first.
Nike – Transforming product experience through digital innovation and personalization
Nike recognized that modern consumers demand personalized product experiences.
To meet this expectation, the brand developed an AI-powered recommendation engine that:
- Analyzes purchase history, activity levels, and style preferences to suggest relevant products.
- Uses Nike Fit, an AI-based foot-scanning technology, to recommend the perfect shoe size.
- Leverages Nike Member data to provide exclusive offers, early product access, and personalized content.
Nike’s ability to create an immersive, data-driven, and personalized customer experience relies on structured, high-quality product data.
By ensuring that every product specification, recommendation, and interactive tool is backed by accurate data, Nike:
- Reduces return rates with precise fit recommendations and sizing guidance.
- Increases engagement through interactive customization and virtual try-ons.
- Optimizes omnichannel experiences by ensuring consistency across mobile, web, and in-store shopping.
Through AI-powered product discovery, interactive customization, and high-quality product data, Nike has redefined the modern shopping experience, proving that sportswear retail can be as seamless, engaging, and personalized as fitness itself.
Practical product presentation
Nike enhances the product exploration process by offering highly detailed product images, interactive customization options, and virtual try-on experiences that bring its products to life.
Source: Nike Virtual View offers a 360° digital product experience
How Nike elevates product presentation:
- High-resolution imagery with 360° views – Customers can zoom in, rotate, and inspect every detail of Nike’s shoes and apparel before purchasing.
- Nike By You customization tool – Allows users to personalize their footwear by selecting colors, materials, and text, creating a unique and personal shopping experience.
- Virtual try-on technology – Through AR-powered features, customers can see how a shoe looks on their foot in real-time, helping them find the right fit.
By integrating visual depth and customization tools, Nike creates a more engaging, interactive, and tailored product experience.
Proven product data
Nike ensures shoppers receive precise and structured product information, helping them make informed decisions based on performance, fit, and suitability.
Source: Nike provides key product information, features, and benefits
How Nike delivers clear product insights:
- AI-powered size and fit recommendations – Nike uses foot-scanning technology and past purchase data to suggest the best size for each user.
- Performance breakdowns and specs – Each product page details materials, technology (e.g., ZoomX cushioning, Flyknit uppers), and intended athletic performance, ensuring users understand functionality before purchasing.
- Comparison tools – Some product pages allow users to compare models side by side, ensuring they choose the best option for their sport or lifestyle.
This transparent and data-rich approach ensures customers find products tailored to their needs, reducing uncertainty and increasing purchase confidence.
Personalized shopping and fitness experiences
Nike extends personalization beyond product recommendations, integrating workout data, shopping preferences, and membership benefits into a fully connected digital experience.
Source: Nike Training Club boosts brand engagement with personalized workouts.
How Nike enhances personalization and engagement:
- Nike Run Club & Training Club integration – Nike’s fitness apps sync with its store, suggesting shoes and apparel based on workout data.
- AI-driven product recommendations – Analyzes purchase history and browsing behavior to suggest relevant gear, styles, and accessories.
- Nike Membership benefits – Members receive exclusive drops, personalized discounts, and early access to new releases, keeping them engaged with the brand long-term.
By leveraging AI, customer data, and fitness insights, Nike ensures that every customer interaction feels personalized and valuable.
