Customer experience, or CX, is the sum of all interactions a customer can have with a brand. The sum of these interactions shapes your brand and can decide the fate of your business. What a customer thinks of a brand becomes the overall brand perception and trumps the company’s view of itself. Josh Bernoff of Forrester Research described it this way: “More than any other factor, customer experiences determine whether companies thrive and profit, or struggle and fade.”
The result is that CX has become the principal area where businesses compete, because it offers the best chance for brand differentiation and affords companies the highest reward when they get it right.
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. For more and more organizations, digital transformation is the process that drives customer experience advancement. 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.
A leading researcher has found organizations that have focused on creating better customer experiences are reaping significant benefits. For example, companies that prioritize customer experience generate 60% higher profits vs. those that don’t. Creating exceptional customer experiences requires organizations to shift to holistic, omni-channel experiences and customer journeys rather than just focusing on a single channel. Research by McKinsey shows that today more than 50% of customer experiences occur during a multi-event, multi-channel journey.
That’s why we’re excited for the recent launch of Perficient Digital, our full-service digital agency, purpose-built to help companies who believe customer experience is the defining strategic imperative of our day.
With the strategic imagination of an agency, unleashed by the deep technical know-how of a consultancy, we are the ideal partner to lead your organization on its digital transformation journey. For proof of this conviction, look no further than our six core disciplines:
- Strategy and Planning
- Experience Design
- Content Studio
- Digital Marketing
- Mobile and Emerging Technologies
- Experience Platforms
The introduction of Perficient Digital allows us to offer full-service capabilities designed to adapt to your digital transformation and CX challenges. End-to-end is just the beginning.
To learn more about Perficient Digital, visit PerficientDigital.com
