Our Blogs

 Customer experience is the key driver behind corporation adopting digital transformation to meet customer expectations. Improved CX using design led thinking is enabling corporations to have better connectivity, achieve lower customer care costs and keep pace with rapidly evolving consumer behaviours. Share of digital Savvy millennials in overall consumer pool is increasing and their expectations are fast evolving. Away from traditional customer services, these consumers are expecting a more personalized support and enterprises are looking to offer CX journey that could create emotional connect with the brand through digital interventions using technology. This trend of digital CX transformation is sweeping across industries that have historically been slow to adapt change such as Oil & Gas, healthcare etc.

In addition to above, there are certain other important aspects that are making this transition happen wider and quicker than usual:

A 360-degree view

Data is power, and digitizing customer experience can enable businesses to capture in-depth understandings of customer behaviour using real time and advanced analytics. Companies can further do in-depth analysis of available data through other sources to create a 360-degree overview and ultimately offer a hyper personalized customer experience.

Cost reductions

Costs associated with customer services have been a cause of concern for companies and digitization is helping businesses to minimize expenses without impacting their bottom lines. Technology is enabling companies to encourage self-services, understand customer requirements beforehand and using these digital tools to manage workfare in a better way and subsequently saving costs

Gathering real time customer feedback

Collecting customer feedback is as important as delivering a seamless CX. Digital interventions are helping companies to leverage multiple avenues that consumers can use to provide real time feedback and interact with brands and communicate their concerns/suggestions

Assessing the impact

Digital tools are helping enterprises and their design teams develop more reliable and robust metrics to track and asses their initiatives and help them take more informed approach when designing experiences.

Beyond these features, digital CX has far reaching implications for any enterprise aiming to stay abreast with dynamic and rapidly evolving CX standards.