Customer Experience in Digital World

On 13 Nov 2017 No comments

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“I have learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou

Customer Experience (CX) is the outcome of an interaction between an Organization and a Customer over the period of their relationship. This interaction can be divided into various buckets: Customer calling the Contact Center; Customer visiting touch points; and Customers interaction on the Digital platform.

It is imperative for any organization, small or big, to provide unforgettable experiences to the customers at every touch point – online, on the phone, on social media, and in person

A good Customer Experience can be defined as an experience during all interactions matching the individual’s expectations.

According to the Forrester Research, 63% of customer experience decision-makers think the importance of the customer experience has risen. Forrester has dubbed this as the “Age of the Customer”.

In today’s Digital Era, Customer knows more of the Brand than Brand itself. This can have a both positive & negative impact on the Brand. Customer can make or break your image. Today, we are in a world where you shop for a product or a service sitting in the comfort of your bedroom. With the penetration of internet and social media, more power lies in the hand of consumer & they expect business to deliver excellent service at all times. Customers expect the last best experience he/ she had to be the minimum benchmark for the next interaction. Whether you are a multinational corporation or a brick-and-mortar store, what your customers want today will be different tomorrow

McKinsey found that organizations that focus on the entire experience (rather than just managing individual touch points) benefit through enhanced customer satisfaction, reduced churn, increased revenue, and greater employee satisfaction. Nowadays, most of the companies had setup a special team to handle the communication with customers on the digital platform.

By the end of 2020, large number of brands will have implemented Artificial Intelligence (AI) or Virtual Reality (VR) to serve customers better. Most of them have already implemented or in process of implementation. Chatbots which is most recognizable form of AI are being used extensively to interact with the Customers. Companies are also taking help of Predictive Analysis to study the customer pattern & make changes in their customer strategy.

Conclusion: Time will only tell how the CX will be evolved with the evolution of the Customer.

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