Customer experience, or CX, is the sum of all interactions a customer can have with a brand. What a customer thinks of a brand becomes the overall brand perception and trumps the company’s view of itself. For more and more organizations, digital transformation is the process that drives customer experience advancement. Digital transformation is a means of modernizing the systems used to create, deliver and sustain meaningful customer experiences, and to ensure the business is attuned to its most digitally savvy customers. Companies that fail to address the needs of customers – especially in digital channels – risk getting left behind as the pace of change quickens and customer needs evolve. In our infographic we take a look at 5 Customer Experience Trends that are helping companies provide exceptional experiences to their customers.
Companies that fail to address the needs of customers – especially in digital channels – risk getting left behind as the pace of change quickens and customer needs evolve. Guide two of our digital transformation series,
How Customer Experience Drives Digital Transformation, takes you through four current, evolving trends that every marketer needs to understand; identifying where you are with your CX maturity and how to get to the next level; and creating the optimal starting point for your digital transformation.
