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.”
To read the original article, click on https://www.zdnet.com/article/digital-transformation-five-ways-to-help-your-business-boost-customer-experience/.
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