Digital Transformation: Tips to Boost the Customer Experience

In this ever-evolving business landscape, many companies are going through digital transformation. Digital practitioners and technology professionals often ask, “how will we become a ‘digital-first’ company?” “What lies at the foundation?” On the other hand, more and more customers have high expectations from their interactions with the organizations. So what should you focus on to deliver tech-enabled customer experiences? In this article at ZDNet, Mark Samuels shares some tips to help you boost customer experience.

How to Improve Digital Experience

Never Forget Your Customers

It is easy to take your eyes off the customers when you embark on a digital transformation journey. However, your decisions must have relevant customer data, including perceptual, operational, behavioral, and business value insights.

Personalize the Customer Experience

Not only do personalized experiences boost revenue, but it also increases relevance and engagement. Digitization helps you tailor your content to your individual customers’ needs, making them feel valued. To provide personalized content, products, or services, you must thoroughly understand each customer, not just all customers. Personalization provides unique benefits most competitors will not match.

Automate the Processes

According to a survey conducted by Accenture, nearly 84% of customers opted for interacting with computer-based applications, 68% believed that automated applications were faster, and 64% said they communicated more politely. This indicates that organizations must include automation as a part of their customer satisfaction strategy.

Enable an Omnichannel Customer Experience

Customers expect to start a transaction in one channel and continue to others. These seamless experiences help customers transact on your website, move to a chat function, and even switch from desktop to mobile without having to start over.

Understand Your Customers’ Needs

Jon Braithwaite, CIO at Compass Group, explains, “I think great customer experience is about having a great staff that cares about the customer and understands what they are trying to get to.”

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About the author

Nivedita Gopalakrishna is currently working as a Content Specialist with CAI. She has more than eight years of experience in blogging, copywriting, and ghost-writing. Nivedita started her career as a reporter/sub-editor in one of the reputed newspaper organizations in India. She went on to pursue her career as a content analyst in an Indian-based company, Brickwork India Pvt Ltd. Nivedita has assisted several overseas clients with SEO-friendly content for B2C copies, blogs, product descriptions, newsletters, sales letters, e-books, and research papers. When she is not at her computer, you can find her either reading vintage novels or singing Indian classical music.

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