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Customer Experience (CX) drives Digital Transformation

Businesses are being required to change their business models in order to adapt to the new market reality as a result of digital transformation. 

What’s interesting about this is that the businesses aren’t driving the change. 

Instead, the customer is driving this change.

 

 

Customers today expect relevant content related to what they’re doing at anytime, anywhere, and on any device of their choice. Your strategy is determined by their journey.

 

 

To keep up with this new kind of “always-connected” customer, your business must embrace technology to provide an unparalleled customer experience.

 

 

The integration of digital technology into all areas of a business results in significant developments in how a business operates and the value it provides to its customers.

 

 

Companies that transform digitally have highly engaged and involved customers.

And these customers are:

  • Six times more likely to try a new product or service from their preferred brand of choice
  • Four times more likely to have referred your brand to friends, family, and connections
  • They are twice as likely to buy from their preferred brand, even if a competitor offers a better product or a lower price

Businesses that embark on the digital transformation journey gain tangible benefits such as increased revenue and growth opportunities.

 

Businesses with a higher digital transformation maturity reported 45% revenue growth, according to a recent Deloitte report. Furthermore, 29% of highly digitised businesses reported a positive impact on growth and innovation, while 41% highlighted a positive impact on sales and marketing functions.

 

  

Getting started:

  • Consider cloud solutions first, rather than on-site solutions. Cloud solutions allow you to be agile and respond promptly to customer demands
  • Your customers have come to expect personalised experiences. To grant them exactly that, use the data in your CRM software to evaluate previous correspondence, purchase history, and customer behaviour
  • Customers want consistent experiences across all channels. Consider how you can connect all of your organisation's digital channels to provide a unified, user-friendly customer experience

By concentrating on these three factors, you will assist your organisation in embracing the new digital landscape, exceeding customer expectations, and improving overall customer experience (CX).