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Implementing Digital
Transformation
to Improve Customer Experience
Trusted by some of the fastest-growing companies around the world
Trusted by some of the fastest-growing
companies around the world
Download Our Latest Ebook For More Information
Digitally Transformed Customer
Experience. The technology and
the human:
How to master multichannel customer service for
an improved experience and customer retention
How to master multichannel customer service for an improved experience and customer retention
Customer Experience
Customer experience (CX): The product of interactions between a company
and a customer. It forms the perceptions customers have of an organization.
Customer experience (CX): The product of interactions between a company and a customer. It forms the perceptions customers have of an organization.
86% of buyers are willing to pay more for a better customer experience
CX now outpaces product and price as the key driver of customer choice
Customer experience and customer satisfaction are the leading influences
igniting almost half of all companies’ digital transformation journeys
Customer experience and customer satisfaction are the leading influences igniting almost half of all companies’ digital transformation journeys
Digital Transformation
Digital transformation (DX): A change in the use of technology, people and processes to improve business performance, usually catalyzed by new opportunities, revenue streams or changes in customer expectations.
$2.1 trillion will be spent on digital transformation initiatives in 2021
5% percent of companies reporting a positive business impact of digital transformation also reported higher net revenue growth
87% of senior business leaders say digitalization is a company priority
What is the link?
Often the most difficult part of digital transformation is understanding where to focus
efforts to add value and see a return on investment. This is where CX is important.
Often the most difficult part of digital transformation is understanding where to focus efforts to add value and see a return on investment. This is where CX is important.
• A CX-focused digital transformation can generate a 20-30% increase in customer satisfaction,
and generate economic gains of between 20% and 50%
• Two-thirds of a company’s competitive edge is derived from customer experience
• Experience-led companies have 1.6 times higher customer satisfaction ratings and 1.9 times higher average order values
• Companies earning $1 billion a year could earn an additional $700 million over three years
by investing in customer experience
• A CX-focused digital transformation can generate a 20-30% increase in customer satisfaction, and generate economic gains of between 20% and 50%
• Two-thirds of a company’s competitive edge is derived from customer experience
• Experience-led companies have 1.6 times higher customer satisfaction ratings and 1.9 times higher average order values
• Companies earning $1 billion a year could earn an additional $700 million over three years by investing in customer experience
Implementing Digital Transformation to Improve CX
Four key tips
Build a CX-driven culture
Optimizing customer experience should be front and center of decision
making.
By placing the needs of your customer at the forefront of your priorities, the cultural
foundation from which a successful digital transformation strategy is built can be laid.
Optimizing customer experience should be front and center of decision making.
By placing the needs of your customer at the forefront of your priorities, the cultural foundation from which a successful digital transformation strategy is built can be laid.
Companies excelling in the area of customer experience are typically home to
employees who are 1.5 times more engaged than firms with poor CX
Companies excelling in the area of customer experience are typically home to employees who are 1.5 times more engaged than firms with poor CX
Companies with highly engaged employees outperform competitors
by almost 150%
Companies with highly engaged employees outperform competitors
by almost 150%
Create a virtuous cycle consisting of employee
engagement, positive CX and financial return.
Create a virtuous cycle consisting of employee engagement, positive CX and financial return.
To develop a culture geared towards successful DX,
To develop a culture geared
towards successful DX,
company-wide transparency communication,
collaboration and development is essential”
company-wide transparency communication, collaboration and development is essential”
– Digital Marketing Institute
Be flexible, adopt cloud
The cloud can help to enhance flexibility and agility – critical to a successful digital transformation strategy.
Organizations can use this technology to overcome obstacles presented by the coronavirus pandemic and scale up customer service capacity.
The global cloud computing market is expected to grow to $832 billion by 2025
Some 90% of companies will be using cloud services by 2022
56% of technology executives consider cloud migration as ‘an absolute necessity’ due to COVID-19
Why switch to cloud?
Flexibility to work remotely
Enhanced security
Reduced long-term costs
Boosted employee productivity
Faster implementation
Scope for integration of extra
Scope for integration of extra channels and service
Increased scalability
channels and service
Embrace automation
Automation is crucial to powering omnichannel customer experience solutions.
Automated solutions offer convenience and quick fixes for simple tasks. They also free up valuable
time that will enable employees to enhance CX by dealing with complex issues in greater volumes.
Automation is crucial to powering omnichannel customer experience solutions.
Automated solutions offer convenience and quick fixes for simple tasks. They also free up valuable time that will enable employees to enhance CX by dealing with complex issues in greater volumes.
More than six in 10 US consumers prefer automated self-service for simple customer service tasks
Three in 10 US consumers rate chatbot interactions as ‘very effective’ in dealing
with customer service issues
Around 85% of customer service interactions are already automated
Robotic process automation, intelligent virtual agents, workflows, AI and machine learning have all
markedly impacted how businesses function. Benefits include consolidated operations, improved
employee productivity and improved collaboration.
Robotic process automation, intelligent virtual agents, workflows, AI and machine learning have all markedly impacted how businesses function. Benefits include consolidated operations, improved employee productivity and improved collaboration.
Invest in staff and skills
The cloud can help to enhance flexibility and agility – critical to a successful
digital transformation strategy.
The cloud can help to enhance flexibility and agility – critical to a successful digital transformation strategy.
Changes towards CX, the cloud and automation will increase the complexity of work that staff will be required to carry
out. Equip them with the tools and training to operate effectively during and after digital transformation projects.
G20 economies could lose $11.5 trillion by 2028 if skill-building does not keep pace with technological progress
UK enterprises increased their digital training budgets by 13% during the 12 months to June 2019
The cost of hiring a new employee in the UK is £3,000
Advantages of digital
transformation training
Helps to drive a digital culture
Makes technology mainstream
Offers the prospect of continuous learning
Assists in nurturing and discovering talent
Attracts new talent
Drives innovation
Download Our Latest Ebook For More Information
Digitally Transformed Customer
Experience. The technology and
the human:
How to master multichannel customer service for
an improved experience and customer retention
How to master multichannel customer service for an improved experience and customer retention
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