There has been a far-reaching and evolving change in how businesses operate now versus the old times, transforming how businesses interact with their customers. For instance, currently, customers can research their purchases, learn about other brands with similar products, and buy the products in the comfort of their beds.
As the famous saying goes, “There is always room for improvement,” For real, this digital transformation has improved a lot and now has the power to influence both sides, i.e., customers and businesses.
What is digital transformation?
It simply refers to using new-age digital technology to interact with customers to meet their preferences, needs, and expectations.
In the digital transformation and inclusion age, there is a drastic increase in digital transactions, conversations, and businesses going online. No company can ignore the role of digital technology, irrespective of the industry. Therefore, all companies must have new technologies ready to stay relevant in an ever-evolving customer experience landscape.Â
Here are the top ways digital transformation is elevating customer experience:
1. Customers prefer more online interactions now Â
Digital interactions simplify your communications with your customers round the clock, and that too on the platform the customers want. All businesses need to understand that they need a digital-first approach to their business to reach new customers. In addition, there has been a steep increase in online purchases, especially after the Covid-19 pandemic. Going online and being available on digital channels is the key to attracting new customers and retaining existing ones.
According to a report by Ringcentral, 91% of online users said that they would use an online knowledge base if it were available and tailored to their needs
2. Customers expect speedy resolutions
Customers nowadays want everything instantly; they don’t want to stay in queues for long to resolve their queries. Therefore, businesses with short-time responses are the most favoured among customers. Time is money, and valuing customer time is the best way to retain them. So never keep a customer waiting if you prioritize delivering superior customer experiences.Â
3. Customers expect omnichannel experiences. Â
The worst thing for today’s customers is to keep them waiting long and provide inconsistent and rough experiences across channels. On the other hand, companies with the highest omnichannel customer experiences have three times the customer retention rate compared to most companies’ average retention rate. Therefore, providing consistent experiences across touchpoints is crucial to building a solid brand identity and retaining customers. Â
4. Customers prefer messaging and mobile-initiated exchanges.Â
Customers prefer to voice their concerns on mobile-friendly social media platforms like Meta (earlier Facebook), Instagram and others. Even business-related communications are happening over the mentioned digital transformative platforms. It might be the best way to get the best out of your customer relationship. The easier it is for your customers to reach out to customer support, the more money you make.Â
How does customer-centric experience drive digital transformation?
Apart from knowing about the current trends, it is vital to understand the critical role of digital transformation in shaping the customer experience. Most digital tools like eCommerce shopping, personalization, and more innovative channels to engage with your customers work for their satisfaction.Â
Companies based on customer experience have almost double the customer satisfaction rates and order value compared to competitors.
Additionally, companies that focus more on customer experience tend to generate more customers over time and higher customer satisfaction rates, ultimately leading to more revenue.
 Including more advanced technology has the added advantage of gaining more potential customers. This is just the start of technology, and the potential is immense in the future. The digital experience and the customer experience are interrelated with each other.
How has Covid19 expedited digital transformation?
With the global Covid pandemic imposing a stricter lockdown and shutting down most of the physical stores and offices, there has been an urgent increase and need for digital transformation. In addition, the lockdown has opened the door for more exciting and innovative ways to attract customers to your products and services. The pandemic has led the way for increased digitization, and since then, there’s no going back, making it essential for businesses to power digital customer experiences. Â
ConclusionÂ
Customers are increasingly shifting to online modes of transactions, purchases, and conversations. As digital customer experiences promise instant answers, customers expect brands to provide relevant solutions and engage with them effectively. This makes it crucial to identify the current challenges in CX strategy and reshape it to meet the evolving needs of digital-first customers.Â
Author: Manpreet is a senior marketer at Knowmax, an AI-powered KM solution for enterprises. He looks after all the SEO tasks and is thankful for the Knowmax brand visibility across search platforms.
