Key points to consider when leveraging digital transformation to enhance customer experience

In this modern era, even well-equipped businesses face difficulties surviving in the market due to vast technological advancement. To survive, companies need long-term plans to compete in the market.

If you’re looking to enhance your relationship with your customers, it is wise to invest in technologies that help in improving CX

Transforming digitally provides tons of opportunities for companies to understand the modern-day consumer and provide a high-quality customer experience, fulfilling their expectations.


However, there have been instances where digital transformation has failed. It is found that more than $900 billion has been wasted out of the $1.3 billion put in for digital transformations.


Hence to ensure that this transformation is a success, there are some key points to get started digitally:


Build a strategy before transforming digitally:


In this modern era, even well-equipped businesses face difficulties surviving in the market due to vast technological advancement. To survive, companies need long-term plans to compete in the market.


Before transforming digitally, each company should answer the below questions:

· Where do they stand today?

· Where do they want to be in the future?

· What will they do if they reach there?


Understanding the above is crucial for any company looking for transformation to prepare for any disruption. Having answered these questions helps companies identify opportunities and make their foundation clear, knowing their goals and limiting their failure chances.


Improving customer’s overall experience:


Today, consumers have more control over companies than they ever had. Since each experience impacts a consumer’s opinion about a brand, it’s crucial to focus on building a good relationship with your customers.


A survey conducted by HBR found out that customer experience is the topmost priority for almost 40% of the respondents. Furthermore, it also said that 72% of the people were excited about the digital transformation as it helps in improving relationships with customers.


This implies that if you’re looking to enhance your relationship with your customers, it is wise to invest in technologies that help in improving the customer experience.


Creating flexible IT services:


Today, 45% of the companies acknowledge that they lack all the necessary tools to form a quality digital transformation strategy. It is very crucial to have the right set of technologies to power up a digital world.


According to research, 86% of the companies agreed that cloud adaption is a way to digital transformation. Cloud helps companies to operate quicker with more flexibility which enables them to test out projects that are low in risk and cost-effective. This allows them to meet the demands of their customers quickly.


By using the ASP (Application Service Provider), companies can view their customer’s points of view, which helps them understand why their customers are keen to do business with them. Companies can use this to identify the areas where they need to improve and enhance customer experiences.


Personalizing the CX:


In this modern era, each customer expects to be treated uniquely and given preference over others.


A recent study found out that 75% of the buyers agreed that they would prefer buying from companies who:


· Know their customers by their name

· Keeps a record of their past purchases

· Suggests products that are relevant to their need and past purchases


All these factors give customers a sense of self belonging and make them feel unique.


For this to happen, companies need to invest in CRM (Customer Relationship Management). CRM is a process that includes administrating past customer interactions using significant data analysis. Companies can use this to understand each customer better to provide a personalized experience for them.


Building multiple channels of communication:


Today buyers expect companies to provide services whenever and wherever they want. They expect them to be accessible 24 hours a day and seven days a week.


Besides serving physically, companies need to serve their customers across multiple channels such as online shopping and giving feedback through their smartphones.


The more companies are flexible and accessible in their services, the more they will form a higher market for their product, improving customer experience.


Next: Clever tips to maintain the efficiency of digital transformation and customer experience. Read on.