Digital Transformation and Its Impact on Customer Experience

The impact of digital transformation on customer experience has been very noticeable. With digital customer experience at the forefront of success for businesses, the world is more customer-centric than ever before.

Digital Transformation and Its Impact on Customer Experience
Digital Transformation and Its Impact on Customer Experience

Digital transformation has revolutionized how businesses used to interact with their customers. Did you know digital transformation is set to add 100 trillion dollars to the world economy by 2025? Shocking isn’t it? Not really!

this new era of digital, digital transformation has been the turning point for businesses wanting to increase their revenue and engage better with their customers.

The impact of digital transformation on customer experience has been very noticeable. With digital customer experience at the forefront of success for businesses, the world is more customer-centric than ever before.

But how digital transformation is driving customer experience? What is the connection between digital transformation and customer experience?

Before we get into that, let us see what digital transformation really is.

What is Digital Transformation?

Digital transformation is the integration of the latest digital technologies to enhance and update business infrastructure in all aspects to streamline productivity and provide better value to end-users and customers.

In layman’s terms, it means that you change the way a business interacts with its customers and carry out business tasks in a more efficient manner.

For example, this can include businesses adopting mobile apps or PWAs to run their business operations. Mobile apps are playing a pivotal role in digital transformation. More than 70% of organizations already have a digital transformation strategy in place or are working on one at the moment.

Reaffirming the fact the digital transformation, customer journey, is essential to both into consideration when creating a digital transformation strategy. How is your strategy going to benefit your customers? How will it help your business grow? This will help you decide the right digital implementations you need to make to your business infrastructure.

But how your customers feel about your company depends on the value and the experience you provide. And since customer satisfaction is of the utmost important factor of success, digital business transformation helps enhance the customers’ experience.

And these customers are:

  • Six times more likely to try a new product or service from their preferred brand
  • Four times more likely to refer the brand to friends & family.

One thing’s for sure:

It’s the customer who is in the driver’s seat.

And to deliver better customer experience with technology innovations, you first need to understand what digital business is in its essence and who this new kind of digital customer is.

Fun fact: A study at MIT recently discovered that companies are 26% more profitable than their peers!

Organizations and businesses are starting to realize the importance of providing customers with a great products and services. And to adhere to that satisfactorily, in this digital age, creating a digital transformation strategy to cope up with the latest market trends and technology has become essential.

Digital transformation, customer journey

Though most businesses realize the importance of investing in the latest technology, many face hurdles when it comes to paving a way to a better future.

Some of the most common examples are:

  • Not understanding their customers’ behaviour well.
  • Lack of research and lacking return on investment to justify allocating resources to digital technology.
  • Issues identified by risk management, compliance, or legal

Digitally connected world is changing the business markets for good. Customers expect the best. Improving the customer experience with technology innovations for the digital products or services they use, can benefit a business for the long term.

On an endnote

The digital transformation is at peak.

The rise of technology has been clearly evident. Customer experience with technology is much better than before. The world is more digital than ever. With constant innovations in technology, how businesses used to interact with customers and how they go about that now has completely changed.

Customers are finding their overall experience with businesses and brands getting much better, all thanks to businesses realizing the importance of keeping up with the latest technologies.

The impact is tremendous. And in the near future, it’s surely to reach new peaks. Customer experience and digital transformation are intertwined rightly. That’s why embracing digital technology is a necessity for survival in the digital oriented economy.

Adopting a people-first culture, businesses and organizations can get so many benefits. These include positive customer experiences, increased employee productivity, efficiency and profitability.

If you’re looking to create a digital transformation strategy, now is the time. Go with the best digital company that can help you successfully digitally transform your business and thus help you optimize business efficiency, cut costs and help you deliver better experience to your users.

Communication Crafts is an award-winning Digital Marketing Agency specialising in Design, Branding, Marketing & Advertising solutions. Grow your brand.