Digital Transformation: 7 Important Questions for Your Organization

As more and more companies are adopting digital transformation owing to the significant perks it brings, it is important to be structured and goal-oriented about it. Digital transformation is not a destination that can be reached once and for all. Instead, it is an ongoing journey that demands a commitment to adhere to changing marketing dynamics and to adopt any digital disruptors that come across the way.

Top 40 customer experience statistics to know in 2021

More customers are prioritizing experiences above all else when picking between brands. As a result, closing the customer experience gap – the difference between what customers expect from their experiences, and how well a brand believes they are meeting these expectations – only becomes more critical. After all, studies continually show how delivering top-notch marketing, care, and commerce experiences at all touchpoints, while always putting customers’ needs first, can significantly impact your bottom line.

An Employee Experience Tool To Empower EX Excellence

The value of customer experience (CX) design and management has been well-established. And CX maturity models have been used for several years to guide, measure, and improve companies’ performance on CX. Now that businesses are waking up to EX as an equally valuable organizational competence, an EX Maturity Model is needed.

The difference between CX and DX and why they matter in ecommerce

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.

Adapting customer experience in the time of coronavirus

In a short period of time, COVID-19 has overwhelmed lives and livelihoods around the globe. For vulnerable individuals and the customer teams that serve them, it has also forced a rethinking of what customer care means. Suddenly, examinations of customer journeys and satisfaction metrics to inform what customers want have given way to an acute urgency to address what they need.

How 2020 Is Shaping Customer Engagement Now And In The Future

Customer engagement. It’s a loaded concept in 2021. Why? Mostly because customers expect so much. They want to be engaged personally, on their terms, 24/7. And they don’t want it to be annoying, either. This puts new worries in front of CMOs and has brought privacy and transparency to the center of attention for companies seeking to deliver experiences at the speed of customer demand.