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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