Customer experience is the Focal Point of Digital Transformation

When asked what factors impacted corporate decisions to implement a digital transformation plan, nearly half of the organizations cited customer satisfaction and experience as the most significant reason.

In order to win at customer experience, companies need to make sure they are always focusing on making that experience as painless as possible. 

It shouldn’t matter how or why a consumer is interacting with that company. The customer expects and should be able to rely on an easy and seamless experience.

Today, the customer is driving the change, not the companies. Companies are forced to adapt to new technologies or risk being left behind.

Our customers expect exceptional service in any format, at any time, and on the device of their choice.

The customer is in the driver's seat. Companies transform to create dedicated customers. Dedicated customers buy 90% faster and spend 60% more on purchases (three times the annual value) than the average customer.

Many companies are making strategic, isolated investments in digital technologies in the absence of a conventional overarching strategy for how the company should optimize the client experience. 

Just 25% of companies have mapped the customer journey and achieved a clear understanding of the new digital touchpoints that their customers use.

To improve customer satisfaction, increase sales and reduce turnover, you need a great customer experience strategy. The best way to develop a good customer experience strategy is to develop a customer-centric framework based on the principles and values of the company. 

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