We live in an increasingly digital world. While many adjustments to company operations are based on functional efficiency, the customer experience
(CX) has also become a major priority. Businesses understand that CX can be crucial to their success, creating opportunities to separate themselves from the competition and improve public perception. However, few harness the power of digital transformation specifically to boost CX. By letting CX drive digital transformation decisions, you're ensuring that the customer is always part of your strategy. If you are wondering about the potential of this approach, here’s what you need to know.
How CX Can Drive Digital Transformation
CX isn’t just about offering specific service avenues, communication options, or other paths that customers may use; it’s about meeting the expectations. If what you bring to the table isn’t in line with your customers’ needs and preferences, your experience is lacking. Instead of embracing a new technology simply because it looks appealing internally, you can use CX to drive your digital transformation. By researching customer pain points, examining tech-related CX trends, and otherwise focusing on the needs of your customer base, you are empowering your company to make the best changes at the right time. For example, today’s population is increasingly reliant on smartphones over computers for many tasks. The transition to those devices led to the rise in dynamic and responsive web design, ensuring a mobile-friendly approach and a computer-friendly one. Companies that failed to embrace the new web design best practices quickly fell out of favor with some customers, all because their pages were hard to view on smartphones.
Identifying the Digital Transformations Your Customers Want
Largely, companies can initially rely on CX trends to identify digital transformation opportunities that customers desire. Some of the most common recent ones include increasing reliance on social media, messengers, and chatbots for communication. They provide 24/7 support opportunities on platforms the customer is already using daily, creating a level of convenience and familiarity. Similarly, since smartphones are often the device du jour, having a robust mobile app for customers may be a necessity. While this can depend on your company’s industry, it is something worth exploring. However, companies should also dig deeper. Explore any feedback customers provide about their experience, noting the pain points they discuss that could potentially be improved through the implementation of a technological improvement. Additionally, examine what competitors are making available to customers. If they have a customer-facing technology that is making waves, explore whether it’s a smart addition to your landscape. Finally, consider the digital transformations that may need to take place in the background. For example, cloud adoption provides companies with capacity they may not have access to otherwise. Cloud solutions often offer a level of agility and scalability that’s hard to support in-house. As a result, embracing the cloud could be a must. Ultimately, by keeping CX at the forefront of your mind when you examine digital transformation options, you create an opportunity. Not only will your updates benefit your company, but they’ll also make the customer experience better. In the end, that’s a win-win, ensuring everyone benefits from your digital transformation decisions.