How is Customer Experience Driving Digital Transformation?

In today’s age and time where consumer experience matters more than ever, businesses and marketers are striving to improve consumer satisfaction. Besides price and quality, CX or consumer experience has become the most prominent brand differentiator. The drive to offer highest consumer satisfaction has turned into a battle that every business wants to win. Since consumers at large have embraced technologies like AI and IoT into their lives, they understand the value of the data they share with brands. Businesses are hiring digital marketing consultant companies who can use the data most efficiently and offer improved CX.

It wouldn’t be incorrect to say that consumers are in control of the actions of marketers and businesses. Even the tiniest of concerns like slow loading website, poor customer support or use of the old platform for consumer interaction can make a consumer switch to some another brand. Time is precious for consumers and consumers are precious for the businesses; thus it has become a necessity for a brand to hire a digital marketing company that is proficient in devising digital marketing strategies that can improve CX.


So, let’s delve into the challenges involved in Customer Experience and how to resolve it.

To understand how customer experience is a driving force in digital transformation, it is essential to identify the challenges faced by the company in providing CX and overcome it. When embarking on the path of digital transformation, businesses might face challenges as per their industry and organization, but here are the most common problems faced by businesses across industries.

Lack of strategy:

As per a study conducted by Accenture, businesses are mostly confused as to who would create CX strategy. There is serious ownership of CX strategy battle between the CIOs and CEO. Nonetheless, lack of an effective CX strategy can have severe implications on your digital transformation moves. When moving towards digitization, it is essential to resolve the internal conflict of thoughts and duties. Ensure that the entire organization stands on the same page and are clear about their roles.

Embracing change:

Researches and studies conducted in digital transformation showed that over 1/3 businesses are finding it hard to keep up with the technological changes. But given the importance of digitalization, it is a necessity to embrace the technological changes happening around us. But not all businesses are well- equipped to embrace the changes effectively. For some companies, it might be in the form of a department, and for others, it might be a piece of technology. Thus, before executing any strategy, it is essential to prepare the company for the transformation. Consider changing the business process or the structure or bring a new piece of infrastructure.

Success measuring:

Implementing a CX strategy is only coming halfway through the process of achieving digital transformation. It is also necessary to evaluate the success of the plan. And without a proper tool to gauge the results of the strategy, you will not be able to know how successful it was. Thus, it is essential to first consider the analytic tools to measure the results before implementing the plan.