Digital Human Experience - Episode 1

No one can measure the loss of business that may arise from a defective item that goes out to a customer - Deming, W. Edwards

While there are multiple parameters and Key Performance Indicators (KPIs) that every enterprise defines and measures, Customer Experience (CX) is a core component for designing and developing new product/ service lines as well as improvising on the existing one. ?

In this episode, we will touch upon some basics of Customer Experience (CX) backed by Digital Technology. ??

So, while CX a commonly used term off late, what is Customer Experience?

CX is the sum total?customers emotions, perceptions, judgments and reactions that a customer has throughout every step of the process, resulting from interactions with a brands products or services?-- from researching the product to before and after making the purchase and even beyond, such as reviewing the product and service, and also, potentially recommending it to others.

CX is a non-negotiable for any business, but it’s more important in the digital world today than ever before. Why? We’ve become an increasingly consumer-centric society. Customers expect personalized service, and if they don’t get it, they’ll likely tell a few hundred friends on social media about their experience with a brand before they go to one of your competitors.

CX is usually, difficult for brands to control, because customers can act, respond and react in different and unpredictable ways. One of the most recommended approaches for brands is to assess and optimize each and every customer touchpoint to maximize the likelihood of customer satisfaction.

In very simplistic terms, Customer Satisfaction (CSAT) is how you measure your customers' experience to see if it meets or falls short of their expectations. It is the metric used to quantify the degree to which a customer is happy with a product, service, or experience related to your business.

While traditional methods have been prevalent for over decades for delivering CX, technology in today's digital world is playing an integral and important role for creating experiences at different levels.

Technology and Digital Leaders in today’s age are looking at driving Intelligent Customer Transformation by keeping customer experience at the center of their business – for transforming across the customer lifecycle, spanning product, marketing, commerce, sales and service.

We all understand that in this digital age, that the modern shopping behavior and new consumer preferences are making waves in multiple industries, resulting in major impacts on sales, and consumers are looking for what we call New Age or Modern Customer Experience.

There are a series of technologies available in the market today for enterprises to complement their digital strategies and cloud, as a baseline with the tools and services it brings, plays an important role for a real-time relationship with customers, employees, partners, and suppliers in helping enterprises create long-term competitive advantages.

In the next episode, we will touch upon the cloud technologies that are helping CXOs develop and deliver the right digital human experience in a connected world.?