Experience can make a huge difference – Get it right

Mastering the implementation of digital capabilities is the key to overcome experience disconnect

Would customers pay more for the delightful and seamless experience their favorite brand offers? In the coming years, most of them certainly will. Research shows that 86% of buyers are willing to pay more for a great experience. Experience has become a key brand differentiator, overtaking the price and product. Yet, many organizations may not grab this opportunity completely – as their customers may experience disconnect in the digital world.

The perception of a brand is built upon accumulated consistent interactions across multiple digital touchpoints. Getting the experience right requires an organization to implement the right digital capabilities that consistently delight their customers in every interaction. But as a matter of fact, most digital initiatives fail to reach their stated goals. One major reason is the gap between strategy formulation and strategy implementation. Incorrect implementation choices taken at the beginning of the project can make the organization rigid and unadaptable to deliver a seamless experience.

What can businesses do to make first-time right digital implementation choices? Critically evaluate the maturity of existing digital capabilities and plan the transition steps more methodically. Before starting the digital implementation journey, businesses must get the right answers to “Where to start?”, “How to start?”, and “How to get a head start?”.