{"id":44151,"date":"2022-03-17T04:30:35","date_gmt":"2022-03-17T04:30:35","guid":{"rendered":"https:\/\/targetintegration.com\/?p=44151"},"modified":"2022-03-17T04:30:35","modified_gmt":"2022-03-17T04:30:35","slug":"how-digital-transformation-is-driving-customer-experience","status":"publish","type":"post","link":"https:\/\/www.targetintegration.com\/en_in\/how-digital-transformation-is-driving-customer-experience\/","title":{"rendered":"How digital transformation is driving customer experience"},"content":{"rendered":"

Customer Experience has always been the cornerstone of a good brand. Instead of making it feel like dealing with computers, the digital transformation of businesses has opened the doors to a new era of customer <\/strong><\/a>experience.\u00a0<\/strong>\u00a0<\/strong><\/p>\n

\"Digital<\/p>\n

The Digital Transformation<\/h2>\n

Going digital is not a new thing as we are born in a digital world. The whole purpose or outcome of digital transformation comes under improving the creativity and productivity of human beings. But why is it still hyped up around the term digital transformation?<\/p>\n

Let’s understand the difference between digitization, digitalization and digital transformation. Digitization and digitalization are often interpreted as digital transformation. But these are two separate terms. Digital transformation accounts for everything digitalization can bring via networking and big data management.<\/p>\n

This day, we must deal with a large pool of knowledge and availability of data that can be structured and utilised in many ways.<\/p>\n

Thus, here are the top five technologies supporting our new normal:<\/p>\n

    \n
  1. \n
      \n
    1. \n
        \n
      1. Cloud computing<\/li>\n
      2. 5G and connectivity<\/li>\n
      3. Big Data Analytics<\/li>\n
      4. AI and machine learning:<\/li>\n
      5. Blockchain<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n

        The Customer-Centric Approach<\/h2>\n

        Let us look into an old sales and marketing term, The customer-first approach. This was mentioned by Drucker in 1954 who said, ” It is the customer who determines what a business is, what it produces, and whether it will prosper”.<\/p>\n

        But brands like apple showed how important it is to be both customer-centric and product-centric, which has then been legendarily drowned out by their branding aspects.<\/p>\n

        The new market reality has emerged wherein the digital transformation forces customer experience, or the other way round. Failure to meet customer satisfaction is also a challenge in the digital age, as they can easily switch from one business to another.<\/p>\n

        When we take everything to digital transformation, let us note our customers in a digital form. It is important to make use of the customer data, which are more available in elaborate ways today. These data initially recorded to boost sales have supposedly been used to improve customer experience as well.<\/p>\n

        Customer Relationship Management (CRM)<\/h3>\n

        Companies include their customers to get involved in their product research, especially during the service, and support them. With digital transformation, companies can keep a record of customer support and feedback. Now, this is the real magic of digital transformation in customer experience. Sending a customer, a customized email, having their name and occupation addressed, or content woven around their tastes, are all possible with a good CRM implementation. These drives increased customer records and interactions added that are helpful for the businesses.<\/p>\n

        Digital Product and Customer experience<\/h3>\n

        It is easy to track customer satisfaction through the product if the product is digital. Customers can go through a lot of hurdles if the technology is not ergonomically designed.<\/p>\n

        Inclusive designing<\/h3>\n

        Including inclusive designs in your websites and products is much less thought subject and an effort. But including extra options for people with disabilities of many kinds- colour blindness, blindness (for screen reader), attention-deficit \/ contrasted view etc.<\/p>\n

        How do we do the digital transformation for a better customer experience?<\/h2>\n

        \"Digital<\/p>\n