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How Is Customer Experience Driving Digital Transformation?

Who is really in charge of digital transformation? Enterprise organizations think they are the driving factor of digital transformation. But I don’t want to tell them that their customers are actually in the driver’s seat – creating a digital-first response and overhauling how customers interact with companies.

Today’s customers expect to have relevant content in front of them at any given time. They demand it. Their customer journey dictates what they are doing at anytime, anywhere, in the format they choose, and on any device.

Digital transformation is the integration of digital technologies in all areas of a business. This results in a fundamental change in how an enterprise operates and delivers value to their customers. More than 44% of companies have already started implementing a digital-first approach to business processes, operations, and customers engagement.

Now, it’s about changing the way an organization interacts with customers and how they provide customers with a consistent digital experience whenever and wherever they need it.

Here are 8 strategies to help you create a digital-first customer experience:

Define your digital-first strategy

Organizations must understand how customer expectations have evolved due to digital transformation, and why you are now required to create a new approach to the digital customer experience. Your customers want everything to be digital. A digital-first approach means customers want instantaneous communication, seamless omni-channel support, a unique customer journey, and a higher transparency for customers. Your customers are always connected, and your organization must embrace the fact that customers are always “on” and actively engaging with companies.

Reimagine the customer journey

With customers taking over the way companies deliver experiences, it’s more important than ever to create new opportunities to meet their demands. Today’s customers have high expectations. They want what they want, and they want it now.

  • How long does it take to download at app from the Apple Store or Google Play?
  • How quickly does Customer Success respond to a client’s question?
  • Do you offer customized experiences based on each client’s needs?

Personalize the digital customer experience

According to Accenture, 75% of consumers are more likely to enjoy the digital customer experience if companies provide any of these three services:

  • Being recognized – 56% of consumers are more likely to shop online if they are recognized by their names.
  • Being offered relevant recommendations – 58% of the customers are more likely to spend money online when provided suggestions based on their previous purchases or preferences.
  • Being remembered – 65% of buyers are more likely to make a purchase if the company knows their purchase history.

Provide an omni-channel experience

Technology has created the need for instantaneous service. Customers want what they want, whenever they want, and how they want it. The need for customers to want instant service has forced organizations to remain accessible 24 hours a day, 7 days a week. On top of that, they want to have omni-channel options – such call support, email, chat, and messaging chatbots – all together for seamless customer experience.

Offer instant gratification

Because everything is now digital, customers want to achieve their goals instantly. They also expect to access your platform from anywhere, at any time. You can provide gamification opportunities to your digital customers, allowing you to create gamification efforts and incentives to keep you customers engaged and interacting with your organization.

Cater to Millennials and Gen Z

Millennials prefer organizations that provide transparency and share similar values. Brands that show real customers resonate with millennials because they want real content, not staged or Photoshopped content. Gen Z is even more willing to find brands that feel authentic. Gen Z wants to see content and marketing that is actually attainable and not overly polished.

Despite the differences between millennials and Gen Z, there are several relevant similarities. They both enjoy social media, the internet, and instant gratification. They like content and marketing messages to be authentic and want companies to be trustworthy. And, they are mobile-first and rely on their smartphones to surf the internet and use mobile apps.

Keep it human

You should keep in mind that your customers are only human. Are they demanding? Sure. Do they want answers right now? Absolutely. Share your brand story with your customers and prospects. Provide relevant videos, blogs, and articles that offer a personal, human touch to your company and your brand proposition.

Consider a no code enterprise mobile app

We want to help you quickly and easily share information and foster collaboration across your entire organization. We can deliver a no code, custom-branded enterprise mobile platform that unlocks answers and provides insights via our Cardware™ platform — sharing categorized content in a powerful flashcard format. Our mobile platform fosters a community of collaboration, engagement, and connectedness for your employees – both in and out of the office.

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