Author : Vikas Kumar
Director - Customer Experience, Espire | Sitecore MVP 2021

Vikas is a Sitecore MVP who heads the Digital Experience Platform (DXP) initiatives at Espire. A skilled craftsman in competency building, Vikas is a go-to-CMS expert, known for designing & developing best practices, that consistently transforms digital journey for clients.

Enhancing Student Experience in the Digital Age

Higher education has changed dramatically in the present times with university offerings evolving and changing rapidly as students are getting more empowered. Globally, the number of students enrolling and attending universities has grown multi fold. In this age of cut-throat competition, universities need to support and enhance student experience throughout the student lifecycle at each touch point start from the very first point of contact to becoming an alumnus. Student experience and resulting satisfaction are critical for universities. The stakes are getting higher as student experience is used to evaluate universities.

Initial omnichannel experience for prospective students play the key role for students while deciding to select one university over the other with similar credentials. Key questions that support an effective student experience are:

  • Are the prospective students offered omni-channel experience during the course selection and application process ?
  • Is the university presenting students with relevant contextual personalized information ?
  • Will the selected course cater to student’s career aspirations ?
  • Are universities catering to the evolving digital demands and expectations of students ?

Personalized Communication for an Enhanced Student Experience

These days students demand consistent, insightful and personalized communication and university resources want efficient solutions to attract students effectively. Hence, every university today, looking to enhance student experience need to move towards digital transformation by transforming not only its IT stack but overall process from scratch. Universities need to keep their stakeholder’s information up to date by tracking student interaction with the university across every touchpoint.

Universities, nowadays, need to understand each student uniquely and personalize communications by mapping and segmenting data to offer targeted offerings accordingly. Hence, universities need to move away from department-driven approach to university-wide approach to ensure quality and consistency in communications. With right digital technologies including content services, analytics, machine learning and bots, universities can track student engagement, satisfaction, attainment and later journey with university. They can also send automated messages to remind students of deadlines, events, reminders and alerts to help them plan their time and prepare for exams effectively leading to great student experience and positive impact on their wellbeing.

Universities as Digital Enablers

As digital transformation matures and education industry become more fluid, the scope of improving student experience with relevant communication is ever growing. Educational institutions need to become digital enablers using modern digital experience platform and technologies to reach out to potential students. The need of the hour is a robust digital strategy to transform business challenges into a strong competitive edge - accelerating student acquisition, student engagement rate and enabling students, staff and community.

Espire - Enabling Digital Transformation for Universities

Espire has been enabling universities to transform student experiences. We deliver cutting-edge digital experience platform, customer communication management, content services, advanced analytics and scalable platform to meet the specific needs of higher education institutions at every step and for every user level. Our expertise in digital experience platform powered by Sitecore leverages best practices to enhance student engagement for higher education institution.

In short, we play a key role in the student journey mapping from enrollment, to provision of facilities for residence, aiding enquiry and application, providing insights for choosing the appropriate course and finally converting the student in a life-long alumnus when they graduate from the university. Also, we offer the delivery of highly personalized messages to other stakeholders such as parents and donors.

We have been helping universities globally to achieve various goals :

  • Augment student enrollment and retention rate through digital solutions and content activities
  • Delivering high volume, personalized, contextual multi-channel customer communications to the student such as sending out reminders for payment of dues
  • Improve brand experience aligned with the customer’s brand identity
  • Growing awareness of the institution domestically and globally
  • Build on-line engagement and deliver personalized web experiences
  • Manage huge content from a large number of content authors
  • Optimize student engagement and experience
  • Deliver a robust, flexible digital environment

Our Digital transformation solutions have led to :

  • Substantial increase in lead capture from website
  • Personalized student experiences delivered via the website and other channels
  • Seamless maintenance of the website and portal along with content integrity helping their marketing team to implement their brand narrative
  • Better performance and user experience
  • Seamless student / prospect tracking with better visibility into student journeys across channels helping with targeted messaging

Our Digital Service and CX Solution :

Enhancing student experience in the digital age new infographics


Optimized Workflows with a Dynamics-based solution for a Leading Australian University

We deployed multiple service improvements to align the customer's marketing campaigns with sales (leads) and convert these opportunities into business (student enrolments), Designed a customized solution for messaging using Twilio, Streamlined academic processes by leveraging MS Flow and deploying an automatic approval mechanism alongwith Successfully carried out payment gateway and banner application integrations.

Delivering Consistent And Compelling Customer Communication With Self Serve Communication Portal

Delivering Consistent And Compelling Customer Communication With Self Serve Communication Portal

Supporting & Building Digital Solutions for Improving Customer Experience

Espire upgraded their existing corporate website to Sitecore version 9.1 for streamlining navigation issues, upgraded their E-commerce platform for delivering personalized customer experiences, deployed Sitecore technical enhancements to improve development process like refactoring, Unicorn, Glass mapper and T4templates, Search etc

A Leading Offender Management Software Solution Provider Gains the Competitive Edge of Agility

The client is a leading provider of offender management product, catering to the Governments sector mainly to Canada, USA and UK. With the aim of becoming agile by automating the internal processes and modernizing the systems, the client decided to develop an application to assess their end-client’s business process environment.

Powering Digital Transformation by revamping Quote & Buy process for a UK based leading Insurance company

Espire enhanced the existing Digital Transformation Journey using Umbraco CMS,Designed and implemented Umbraco based system for content management of the forms and modules

Sitecore managed cloud drive digital experiences at scale with cloud

Businesses have started investing in digital experience platforms and technologies aggressively to drive omni-channel digital experiences throughout the customer journey. Sitecore empowers businesses to host their different DXP products on cloud, Sitecore Managed Cloud helps them streamline system integration, enhance the speed of deployments while providing improved security and data privacy.

Digital Communications and CCM Solutions 4 key initiatives to Improve Customer Experience

Digital communications help in stitching your prospect to customer journeys together by keeping them actively engaged and allowing them to re-initiate conversation from where they left off. Delivering contextual and interactive communications can help the customers take the next step and reach out to you through the channel convenient for them.

Total experience digital transformation strategy for global businesses

The Total Experience strategy has emerged as a key trend for businesses to drive better digital experiences for users, customers and employees while improving business growth

Digital experience management 5 best practices to improve customer experience on b2b websites

Customer Experience is at the heart of customer service and building long-lasting customer relationships. Customer experience will emerge as the key determinant of business success, surpassing the quality and price of products. While B2C brands have prioritized customer experience as a strategic business goal, B2B companies are yet to navigate their technology investments towards digital experience management.

Digital workplace solutions for the healthcare sector

Digital workplace solutions can help healthcare workers share critical patient data with utmost confidentiality, while effectively collaborating within different departments of the hospital to share knowledge, discuss treatment regime and save lives

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