Digital transformation is adapting and implementing new digital technologies in all aspects of your business, from customer interactions to backend processes. With the proliferation of mobile devices, cloud computing, social media, and the Internet of Things, businesses are under pressure to adopt these digital technologies or risk being left behind.
Digital transformation can offer many benefits to businesses. It increases efficiency and costs but can make employees and customers understand if done correctly.
Digital transformation has disrupted the customer experience. Today’s customers expect more personalized experiences tailored to their individual needs. We also expect businesses to be able to deliver a consistent experience across all channels.
To meet customer demands, businesses must face digital transformation. This includes transforming the way companies work to provide a better customer experience. This includes using new technologies to redesign the customer experience.
The Digital Transformation Landscape
We all know businesses need to innovate to keep up with customer expectations. The tech industry is no stranger to this shift and is now digitizing at an accelerated pace.
Technological advances are helping companies change the way they approach customer experience, and customers are meeting higher expectations.
With this digital transformation, businesses now have the resources to offer their customers instant communications, seamless cross-channel support, a unique customer journey, and a higher level of transparency. These technological advances set the standard and are expected by today’s digital consumers.
Businesses need to understand how customer expectations have evolved in digital transformation and why a new approach to the customer experience is required. Companies must first understand their new customers if they want to optimize their customer experience using the resources provided by digital transformation.
How Can Digital Transformation Improve the Customer Experience?
Rethinking Execution of Digital Strategy to Meet Customer Expectations and Attract the Talented Employees Needed to Compete in the Digital Economy need to do it. An organization’s ability to create a complete digital strategy using a top-down approach is essential to staying relevant in an increasingly digital world.
Digital technologies such as machine learning, automation, blockchain, and IoT allow customers to get what they want precisely when they want it. These new digital technologies have changed customer expectations and created a new breed of the modern shopper.
Below are some of the current digital trends that are helping businesses improve and personalize the customer experience:
Personalizing the Digital Customer Experience
According to one study, more than 75% of consumers are more likely to enjoy digital customer service if a company offers one of three services listed below:
- Providing relevant recommendations– Customers are more likely to spend money online when they are provided with recommendations based on their previous purchases and preferences.
- Being Recognized- Consumers are more likely to shop online when recognized by name.
- Being Remembered– Buyers are more likely to buy when a company knows their purchase history. For example, Netflix, for example, is an online streaming application focused on personalizing the digital customer experience and improving the customer journey.
A study found that 84% of consumers prefer interacting with automated computer systems. These computerized systems are always available and are less biased and faster. These systems, therefore, enhance the customer’s overall digital experience.
Introducing automation into your business can help you:
Waiting for a response can be time-consuming for your customers. Autoresponders respond and serve faster than human advisors and customer support services. Today’s customers expect service to respond within an hour, regardless of time and date.
Breaking Down Prejudices
Clients may find human advisors rude and biased. Automation can mitigate this risk, as communications must always be unbiased and polite.
Increase Team Efficiency
To increase efficiency, the time team members spend on basic processes such as follow-up emails and ticket prioritization should also be automated to improve the digital customer experience transformation process.
Providing Consistent Customer Experience Through Multi-Channel Experience
Technology has made multiple channels available to customers. For customers, a new interaction on another platform can feel like a new journey. However, customers typically want new interactions between platforms to feel familiar, like an extension of the same journey.
Providing seamless multichannel to overcome these challenges can lead to:
Consistent Customer Experience
Delivering a seamless, multichannel, and consistent customer journey leads to customer satisfaction and loyalty.
Reducing Problem Resolution Costs
A great, seamless multichannel experience leads to happy customers and satisfied customers. Happy customers mean fewer customer support/service channels, reducing the cost of problem resolution.
Organizations are connecting their business silos, harnessing the power of customer data, and driving continuous improvement to deliver relevant and consistent customer experiences regardless of channel or device.
Keep your customers informed
Keeping your customers informed is an integral part of good digital customer service. Keeping your customers informed about what’s going on with your product is something other than rocket science! It relies on automated processes and real-time tracking.
Amazon, for example, is a digital platform that keeps its customers up to date. Such as when a payment has been made or when an order is expected to reach you. The application will always notify the customer once the order has been confirmed and placed.
Improving User Experience with Efficient App Onboarding Practices
Customers always expect easy navigation in your app. If customers cannot do this, they are unlikely to use or recommend your application.
Focus on onboarding when developing apps that support your organization’s digital transformation efforts. App onboarding is a systematic process that helps users understand your app and its capabilities. Add screen guidelines with an interactive virtual assistant that provides step-by-step demonstrations to enhance your digital customer experience.
The benefits of improving the user experience are:
- When an app guides the user, it means the app is customer-centric.
- It focuses on adding value to the customers and making their lives easier.
- The result is a user-friendly app with a great customer experience
- A happy customer is the ambassador for the best brands and
- It helps to build trust and credibility with customers
Today’s fast-paced and always-connected society seriously forces companies to consider implementing a digital transformation strategy.
Digital transformation enables businesses to reach the modern shopper and meet their expectations for a seamless customer experience regardless of channel or location.