The customer is still king. Customer experience has become an important brand differentiator and can no longer be neglected by big and small businesses. Customers are the essence of a business and the key to survival.
Experience is one of the great unifiers in our world. People love to experience good things, but experiencing them together often adds to the enjoyment. In the same way, going through a bad experience can have its blow softened by sharing it with others. How does this concept pan out in the business realm? How does a business acknowledge experience as a whole and create strategy to underpin its importance?
We talk a lot about CX (customer experience) and DX (digital transformation) in ecommerce, especially since the pandemic pushed retailers to focus more on digital channels and customers encountered some rocky experiences during the abrupt shift. Both CX and DX are crucial to merchant success, but digital transformation and customer experience aren’t synonymous.
Cross-channel reconciliation is difficult so you can’t offer total flexibility to your customers. Not to mention, implementing changes that impact multiple channels and regions can be complicated. With unified commerce, payments from all your channels feed into the same system. This allows for greater flexibility for your customers and better insights for you.