The reality of the digital customer has arrived. There has been an increase in “mobile-only” customers over the past few years who favor digital and mobile tools. With mobile banking and tools, virtual customer service, and engaging shopping experiences, the distinction between the online and offline worlds continues to become hazier every day. Without using digital channels, serving customers is all but impossible.
A clearly defined CX strategy is needed for a holistic digital customer experience journey.
Our team of experts in digital customer experience in London has discovered a direct correlation between a company’s level of digital CX excellence and its performance in six key areas.
1. Flexible Channels
- Ability to switch between channels without losing context while doing so seamlessly
- Information consistency across all channels
- the capability of saving and showing a customer’s history
2. Accessibility
- Awareness
- availability and trustworthiness of preferred channels
3. Convenient Service
- Detailed and current information
- being able to request prompt, live assistance
- having access to end-to-end support
4. Purchase Convenience
- Ability to conduct end-to-end transactions
- Availability of subscriptions to new products and services
- Clear and up-to-date information
5. Simplicity and ease of use
- Intuitive design
- Simple and guided journeys
- Simplicity of navigation
6. Personalization
- Context customization and personalized experiences
- Recognition of each customer as an individual
- Utilizing customer data to meet preferences automatically
For the majority of consumers, digital experiences are increasingly the main experience type. Businesses that can assess the maturity of their organization and put in place a long-term customer experience plan will have an advantage over rivals. Call Cegura Technologies to learn more.
