Digitization of Customer Experience: Key Trends and Solutions
In the digital and technological revolution age, an engaging and exceptional customer experience is the only way for businesses to survive and thrive. In today’s era, digital transformation and customer experience go in parallel.
With more and more people looking for the easiest ways to shop that involve minimum physical effort and human interaction, businesses need to focus on accelerating digital transformation. This is where digitization of customer experience comes into the frame.
With respect to improving customer experience, digitization can be anything from online shopping to virtual assistants, kiosks, omnichannel experiences, and chatbots.
Digitizing customer experience means using all means of modern technology to ensure a seamless and hassle-free shopping experience for customers throughout their purchase journey.
The impact of digitization on customer experience is undeniable.
According to a study by?Salesforce , around 90%?of customers say the experience a brand offers matters as much as products or services. Moreover, 57% of customers prefer to engage with their favorite brands via digital mediums.
These overwhelming figures indicate that businesses must adopt a robust and effective digitization strategy to revamp their outdated and traditional market approach.
By addressing customer expectations, digitization can also help businesses to skyrocket their ROI. According to a report by?McKinsey, ?companies that fully digitize their customer experience can see a 20% increase in their growth.
This blog will explore how businesses can digitize the customer experience, from online reservations to queue management solutions and self-service kiosks.
We’ll also discuss the key areas businesses must focus on to ensure the digitization of customer experience thoroughly. So, whether you’re a business owner looking to improve your customer experience or just interested in the latest trends in technology, read on to discover the power of digitization.
What is the Connection between Digital Transformation and Customer Experience?
Digital transformation can significantly impact customer experience by enabling businesses to provide more personalized and efficient services.
According to the data published by Finances Online, it was revealed that 35% of corporate leaders report that digital transformation facilitates enhanced customer satisfaction and operational efficiency.?Additionally, 38% of these executives?intend to increase their investment in technology to gain a competitive edge.
Digital technologies like self survive kiosks, AI chatbots, mobile applications, online reservation systems, financial market displays, etc., enhance customers’ convenience and increase brand loyalty.
Modern technologies like machine learning, AI, and data analytics can help companies extract valuable insights that reflect customer preferences, expectations, satisfaction, and other behavioral aspects.
It allows businesses to revamp and align their services to address their customers’ pain points effectively. In the long run, it ensures businesses gain a competitive edge over rivals by delivering exceptional customer experiences.
How can Businesses Leverage Digital Technologies to Enhance Customer Experience?
Today, businesses have more digital tools and innovative ways at their disposal than ever to improve the customer experience. Below are a few promising examples and use cases of digital solutions offered by Wavetec that ensures unprecedented customer experience and eventually lead to skyrocketing revenue streams.
WhatsApp Integrated Queue Management For Digital Customer Experience
COVID-19 came amidst some preventive measures like social distancing and remote work. It pushed businesses to limit human interaction at their customer end to curb the spread of Coronavirus.
The technologies that came up as a resort eventually became a new norm and cultural aspect for business in the pre-COVID era. WhatsApp queuing management solutions are one of these ways to connect with customers. With WhatsApp queuing management, customers can arrive at their desired facility or store, greeted by a human counterpart as digital signage with a QR code. Customers can scan the code with their smartphones which opens a WhatsApp chatbox.
Customers then opt for the required service, reply to the chat, and are assigned priority in the queue. The system periodically sends real-time notifications about their position in the queue until their turn arrives.
Nike and Wavetec Collaboration – WhatsApp Queuing Management Case Study
During COVID-19, retailers were forced to completely alter their everyday business operations to survive the tough times. Nike, a retail giant, has chosen to equip itself with a more innovative, safer, and efficient queue management system. With Wavetec’s WhatsApp-integrated queuing system, Nike started with 20 tickets, then reduced to 15, and eventually 10. The solution ensured that customers always knew how long they needed to wait. Wavetec’s innovative WhatsApp queue management system has Nike to provide customers with a more secure, efficient, and happening shopping experience during the pandemic.
Digital Signage & Self-Service Kiosks For Digitization of Customer Experience
Self-service kiosks are becoming more common in various industries, from fast-food restaurants to retail stores. These digital kiosks allow customers to place orders quickly, make payments, and access information without interacting with a human counterpart.
It can be especially useful for customers who prefer to handle transactions themselves or businesses that want to automate their sales fronts in brick-and-mortar settings.
Banorte Bank and Wavetec’s Collaboration – Digital Signage Case Study
Banorte Bank felt the need to stay ahead in the highly competitive and saturated banking industry and Opted for Wavetec’s digital Signage.
With Wavetec’s state-of-the-art digital kiosks in 1000+ Banorte branches across Mexico, customers dodged the prolonged and frustrating waiting queues. Wavetec’s system allows customers to take a number and then relax in a cozy waiting area while they wait for their turn to appear on Digital Signage. It also allowed Banorte to track customer traffic and service delivery in their branches with real-time insights to eliminate the potential blockage.
This agile response is critical for today’s quick banking ecosystem, where customers don’t want to wait and hassle for minor queries or concerns.
Patient Management Systems For Digital CX
In the healthcare industry, patient management systems are becoming a new norm. These systems leverage digital tools to help streamline the two-way information flow between healthcare professionals and patients.
Healthcare professionals can digitally manage patient records, appointments, and treatments more efficiently. Patients can leverage these systems to schedule appointments, check medical test results, and interact with their healthcare specialists more easily.
It improves the customer experience and assists healthcare providers in offering better and more personalized attention.
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Chapidze Heart Center & Wavetec – Patient’s Management System Case Study
Chapidze Heart Center wanted to manage the growing number of patients. Their collaboration with Wavetec introduced the facility to an effective Patient Flow Management System.
It allowed Patients to seamlessly get a virtual queue ticket from the touch screen kiosk, with personalized software directing them to their designated routes or departments. It allowed the facility to entertain over 200 patients daily compared to 70 patients before implementation. This innovative digital solution enabled Chapidze Heart Center to provide unprecedented health care, paving the way for promising future growth.
These digital solutions and their successful implementations are just a few examples of how businesses can leverage the digitization of customer experience and create a strong brand presence. By using these digital transformation customer experience strategies, businesses can streamline mundane processes, ensure improved communication, and reduce waiting times, to create a more positive and convenient customer experience.
How Do you Offer a Great Customer Experience with Digital Transformation?
Below are some key strategies that allow brands belonging to all scales and industries to embark on the journey of success through digital transformation for customer experience:
Customer-Centric Approach
To optimize the customer experience through digital transformation, businesses should value the needs and expectations of their customers more than anything else. Ensuring a customer-centric approach requires organization-wide reforms, where every department and employee must be obsessed with making customers satisfied and happy. This cultural shift and alignment towards the same goal are necessary for a seamless digital customer experience.
Holistic Approach
Every company department should contribute to ensuring the digitization of customer experience. In today’s age, customer service is not the sole department relevant to customer care and experience. Employing modern platforms like Customer Relationship Management (CRM) is the perfect way to keep every department engaged, share information, and prevent clashes throughout the process.
Improve Customer Retention
Businesses need to understand the reason behind every pain point in a customer’s journey with their brand. The next step is formulating an effective strategy to resolve these pain points and remove bottlenecks in the sales funnel. Understanding customer pain points, expectations, and priorities can help businesses redirect their digital transformation efforts and start delivering results quickly.
Integrate the Human Aspect
Integrating the right proportion of humanitarian assistance and technology helps businesses ensure promising digitization of customer experience. It is vital for businesses to acknowledge that the human factor is a key component of digital transformation.
Customers are not robots, and they don’t want to be treated like the ones. Ensuring personalization, like approaching customers with their names on emails or notifications, can make them feel valued. Consider showing them recommendations and suggestions based on their buying patterns and purchase history to build rapport with your customers.
How can Businesses use Data Analytics to Improve Digital Customer Experience?
According to McKinsey, Businesses that rely on data to inform their decision-making processes are more likely to mark success in various aspects of their operations.
Specifically, these data-driven organizations ensure a 23-fold higher chance of engaging new customers, a six-fold higher chance of retaining existing customers, and a 19-fold higher chance of increasing profit margins compared to organizations that do not prioritize data-backed strategies.
Machine Learning, Artificial Intelligence (AI), and Data Analytics can help you fetch insightful patterns and valuable information from a pool of apparently unmeaningful but information-rich data.
Not all customers are the same. Data Analytics in customer care can help businesses find valuable insights into customer behavior, pain points, expectations, intent, and likelihood to purchase.
By getting insights into these vital aspects, businesses can make a personalized approach to target respective customers and engage them according to their pain points and requirements. It also helps businesses to revamp and fix their leaky sales pipeline by optimizing critical aspects of their sales process.
What Are the 4 Main Areas of Digital Transformation?
Digitization of customer experience integrates digital technologies into all aspects of a business, resulting in significant changes in how businesses operate and deliver value to their esteemed customers. Digital transformation for customer experience can be unlocked by focusing on key business areas, including
1-?Process Automation/Transformation?– Process Automation or Transformation involves using digital technologies to optimize and automate repetitive business processes. It includes implementing intelligent automation and digitization techniques to streamline manual workflows and boost efficiency. It eventually leads to faster delivery of end products and improves customer experience.
2-?Business Model Transformation?– This is another crucial aspect that involves reimagining and revolutionizing how the business operates and generates revenue by integrating digital technologies. It includes adopting modern business models, such as SaaS, subscription-based, or pay-as-you-go models, in the software industry. Retail businesses can explore new avenues and unlock unparalleled revenue streams such as eCommerce, omnichannel, or digital marketing. By transforming the business model, businesses can target new market segments, engage a broader audience or customer base, and stay relevant in the age of digitization.
3-?Domain Transformation?– Using digital technologies to create new products and services to alleviate customer experiences is domain transformation. It includes adapting emerging technologies, such as AI, machine learning, cloud computing, and the Internet of Things (IoT), to create more robust and intelligent solutions.
4-?Cultural/Organizational Shift?– A cultural/organizational shift is the most crucial aspect to consider from the beginning to embrace digital transformation fully. Breaking time silos and resistance to technology is the first step to exposing your organization to digital transformation. It involves encouraging a culture of experimentation, innovation, continuous learning, and enriching collaboration among siloed departments. By ensuring a digital-first paradigm shift in organizational culture, businesses can more rapidly adapt to digital transformation and deliver improved customer experience.
FAQs
1. Why Are Companies Adopting Digital Transformation?
According to the data published by?FinancesOnline , it was revealed that 35% of corporate leaders report that digital transformation facilitates enhanced customer satisfaction and operational efficiency. Additionally, 38% of these executives intend to increase their investment in technology to gain a competitive edge. These promising indicators are pushing more and more businesses to embrace digital transformation and improve their customer experience for more significant ROI.
2. What Are the Key Areas of Digital Transformation?
Digital transformation involves the implementation of 4 key areas that impact business model, process, domain, and culture. It includes:
3. What is the Relationship between Customer Experience and Digital Transformation?
Digital transformation can significantly impact customer experience by enabling businesses to provide more personalized and efficient services. According to a study by?Salesforce , around 90% of customers say the experience a brand offers matters as much as products or services. Moreover, 57% of customers prefer to engage with their favorite brands via digital mediums.
Conclusion
In conclusion, digitization has transformed the customer experience landscape, enabling businesses to engage with customers more effectively, efficiently, and consistently. With the advent of digital tools and platforms, businesses can now provide personalized, real-time, and omnichannel experiences that meet and exceed customer expectations.
From online chatbots and virtual assistants to self-service kiosks and mobile apps, the opportunities to digitize the customer experience are virtually limitless.
At Wavetec, we are committed to helping businesses leverage the latest digital technologies to create exceptional customer experiences. Our cutting-edge customer journey solutions enable businesses to optimize their operations, increase customer engagement, and enhance their overall business performance.
If you’re interested in learning more about how Wavetec can help your business digitize its customer experience, please explore?Wavetec ?and its offerings. Let’s embark on your journey toward providing an exceptional customer experience!