According to research from IDC, two-thirds of the CEOs of Global 2,000 companies will shift their focus from traditional, offline strategies to more modern digital strategies to improve the customer experience – with 34% of companies believing they’ll fully adopt benefits of digital transformation within 12 months or less.
To say that technology has advanced over the past few years would be a massive understatement. The ways in which most businesses now operate and interact with customers are drastically different from what they were a decade ago. Companies have gone through tremendous technology transformation to enhance each aspect of their operations and business.
Clearly, Digital Transformation is forcing companies to alter their business models and adapt to the new market reality. What’s interesting about this is that it’s not the businesses that are driving this transformation. Instead, this transformation is being driven by their customers. And to stay up with this progressive customer, the business must grasp technology to deliver a supreme customer experience.
Know the New Customer
Digital technology has transformed consumer habits. Mobile devices, apps, machine learning, automation and far more allow customers to induce what they need almost exactly at the instant they need it. What’s more, these new digital technologies have caused a shift in customer expectations, leading to a brand new modern buyer. This modern buyer is constantly connected, app-native, and tuned in to what they can do with technology.
To be abreast with technology and meet the needs of the modern buyer, let’s have a look at the future plans related to the digital transformation implementation in customer experience space.
A Seamless Multi-Channel Experience
Technology has empowered the customer to indulge in what they need, whenever they require, and the way they require it. Over half of all consumers now expect a customer service response within seconds. They also expect the same response times on weekends. This need for instant gratification has forced organizations to stay accessible and on-demand 24X7. Everything is now happening in real-time, which is why companies that may offer immediacy, personalization and accessibility to their customers will win in the long-run.
Today’s consumer demands a multi-channel experience. They browse in-store, shop online, share feedback through mobile apps and ask questions on social media networks. Tying all of those interactions together allows the organization to form one digital profile whenever a customer interacts through any mode of communication.
The Power of Digitized Data
It has become vital for companies to have the correct technologies and software to gather, store, process, and analyze customer-related data at each step of a purchasing journey. All the information about a customer can result from different channels to a centralized database, allowing the organization to form a flawless experience. Companies can use data from social networks and mobile devices to enable geo-targeting and perform highly targeted actions based on predictive analytics.
Additionally, brands may gather customer information and feedback from mobile surveys and other online channels to cut back the prices of marketing research and acquire a far better understanding of consumer’s desires and pain-points.
The Impact of Artificial Intelligence on Customer Service
Artificial intelligence is influencing customer experience in different ways, from offering chatbots to enhancing customer support with human-like communication and providing real-time recommendations for consumers. This has not only enhanced the customer experience but builds customer loyalty towards the brand.
In this modern world, business is all about serving customer needs faster with compatible services. To stay up with the modern customer, organizations should leverage digital transformation technologies and data to know customers better, enhance their experience, and augment business and brand recall.
If you need help in implementing digital transformation services, contact our experts today. We provide a comprehensive suite of Digital transformation solutions across applications and the technology layer to empower you with a one-stop shop for all your technology requirements.