Insights / Digital Customer Experience
A blueprint for digital customer experience implementation
Become digital-first organization and deliver superior experience faster to the customers
Service providers in the connectedness industry have invested heavily in tools and technologies to help them understand their customers more deeply and to gain the advantages of superior customer experience (CX). In the past, when executed well, CX investments have yielded good results: customer retention and acquisition, increased sales, and loyalty. But the world has changed. How we interact with brands has evolved and so too has customer experience. Yet as service providers strive to form a more complete picture of customer preferences and behaviors, they continue to struggle with inherent organizational and technological challenges, which includes organizational and cultural challenges, lack of digital maturity, lack of hyper-personalization, and increasing business complexity.
To overcome these challenges, service providers must digitalize their entire CX landscape by evolving from a multi-stack and multi-channel operator to a unified digital operator. This can be achieved by empowering people and processes with domain driven approach, shifting to mono-repo, hyper-automating development process with CI/CD and implementing the digital experience platform framework. Eventually, the digital CX implementation will enable service providers to become a digital-first organization and bring superior customer experiences faster to market.
Service providers must digitalize their entire CX landscape by evolving from a multi-stack and multi-channel operator to a unified digital operator
Key transformation focus-areas to deliver a superior digital CX across multiple channels
Right now, we’re on the brink of an experience renaissance. CX is not going away, but its value proposition is stalling because many of the fundamentals of CX are now commonplace and no longer enough for differentiation and growth. This renaissance is galvanizing service providers to push beyond the CX philosophy and reimagine their entire business through the lens of experience. Thus, it is critical that every service provider must build digital capabilities to deliver exceptional experiences for their customers.
