Digital technologies are growing steadily and rapidly. We have witnessed an evolution from the internet or the World Wide Web to the internet of things and virtual augmentation. More and more companies are bidding farewell to the legacy way of working and embracing transformation by digitizing customer experience, business models and operations.
In a series of whitepapers in collaboration with TOTHENEW (http://www.tothenew.com/), we will cover all the three pillars of Digital Transformation. In this first whitepaper on Customer Experience, we have tried to highlight various aspects of customer experience such as personalization, omni-channel, analytics, design thinking and many others while also outlining how brands are keeping customers at the center stage for achieving top line growth.
Each digital interaction should be mapped along with a physical interaction and this should be tracked constantly for delivering a superior experience beyond conventional CRM.
Brands have found that providing intuitive customer experience across channels can boost engagement and help them to retain customers.
Streamlining backend operations and injecting operational efficiency in the processes will improve the frontend experience.
Customers want brands to leverage big data and analytics to intelligently predict what they want. They like brands that personalize interactions with contextual information.
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As technology continues to evolve rapidly and permeate more layers of business operations, digital solutions have become an integral component of the growth roadmaps for most…
