2019, a Digital Transformation begins with data, today customers are always on, Customer expectations have shifted and the promise of a superb digital experience is now the normal. Many businesses and organizations are still in the infancy stage of developing a true digital customer experience strategy.
Today’s brands have to rethink their entire customer engagement approach and identify how a digital experience fits into the overall customer journey. As more customers are becoming empowered through technology and digital connections, they expect instant satisfaction, not waiting for businesses to “figure it out.”
As technology and innovation advance, business leaders have to focus on delivering the next generation digital experience to our customers and at the same time empower their employees.
The goal is to deliver a digital experience that is relevant to the customer, satisfaction and user engagement are a just a few small factors that will set organizations apart and drive business growth and remain competitive.
In this age of digital disruption, where technology and society are evolving faster than our ability to adapt. Business leads are reacting to change because of competitive pressure,
From travel to financial services, organizations have all said that customer experience will be at the top of the list when it comes to initiatives, brands are looking for consumer data and behaviour to inform decisions when it comes to marketing and what’s best for the customer experience.
Many brands are immature when it comes to a proper digital experience strategy and Preserving the Status quo is not a strategy,
Customers are using multiple devices throughout the day and often at the same time, customers expect a memorable experience at every turn. Rapid growth and blurred lines, Digital Darwinism is the evolution of consumer behavior when society and technology evolve faster than the ability to adapt.
Today, people have uninhibited access to many digital platforms, channels and tools to express themselves at will. This new generation of connected customers are reaching the masses. Yet, despite the universal potential for connectivity, businesses are still struggling to understand the real impact of connected consumerism and how to deliver a more personalized experience to win the click.
While customer expectations are the main driver for improving digital experience programs, studies show that investing or improving in digital programs will certainly drive more customer loyalty and also retention, customer acquisition, employee engagement and finally increase and build a better brand perception.
Winning the customer through their digital journey will continue to be a challenge for the majority of business, simply collecting data is not a strategy. Business must be able to adapt and use structured data to inform customers and truly create a personalized experience.
Understanding the customer is key, meeting and exceeding customer expectations should be a main driver in digital experience. Consumer data would significantly impact all business goals while delivering set expectations
Marketing departments, support management, innovation or the cross-channel teams, who owns the Digital Experience. Recent surveys 41% of respondent’s ranked digital experience programs as “Extremely Important” to their organizations, with a further 27% ranked it as “Very Important.”
Investing in software like Adobe Experience Cloud would deliver that tailored personalized message to the consumer at the right time. Marketing Automation is data driven decisions, Stop guessing and lets use data to our advantage, Organizations are ready for a massive shift to a digital transformation and customers will be the ones benefitting.
The Customer is one regardless of channels and device, we can not separate digital customer experience from customer experience where digital and physical worlds ‘merge’