There are certain things that are better together. Just like cookies taste better with a glass of milk, customer experiences are always better with digital transformation.
During the most recent #AdobeChat, we discussed CX and digital transformation with special guest Brian Solis. Here are some of the highlights:
What’s the problem with thinking CX and digital transformation are independent?
A1. Consumers interact with a brand across multiple channels, but one of the main ones currently is on digital platforms. Developing a digital strategy without accounting for customer experience isn’t being prepared.
— Kelly Hillis (@kelly_hillis) April 17, 2019
A1. The customer experience is a cumulation of all experience a customer has with you. Whether that’s on the phone or DIGITALLY. Believing they’re independent means your #CX strategy is lacking valuable data about the customer journey #AdobeChat
— MindTouch (@MindTouch) April 17, 2019
CX is formed by every experience a customer has with a brand. Since most of these experiences are digital, digital transformation is a critical factor in creating a positive CX. It’s easy to focus on using technology to extract information. But it’s important to also look at how we can use it to create and deliver value.
Why must organizations do deep work to meet the demands of the future?
Q2: Without the deep work, companies miss what it takes to truly be relevant, to compete in ways that survive and thrive #DigitalDarwinism. This is why #innovation inspired by the people (+ data) defining #CX and #EX are so vital to meaningful #digitaltransformation! #AdobeChat
— Brian Solis (@briansolis) April 17, 2019
What are the deep issues keeping organizations from succeeding in CX?
Often it’s simply not knowing where to begin. We don’t know what we don’t know… companies, find those trusted sources and surround yourself with a community of people who do. #AdobeChat
— Kelly Hungerford 🔜 #AdobeSummit EMEA (@KDHungerford) April 17, 2019
This question also brought up how important people are in creating a positive CX.
A6. #fact – for most the prime focus is on tech & bottom line. Focus on people – employees/customers/communities you know, the REAL life blood of the organization, remains secondary no matter how much they shout out on social and marketing that customer is king! #AdobeChat
— Zen Yinger (@ZenYinger) April 17, 2019
How can organizations develop the culture needed for digital transformation?
Q7: #innovation #culture is the social construct for what binds & drives us. It’s why #EX is so important. We need to invest in motivation, learning, unlearning and also #digitalwellness to connect the dots between employee experience & customer experience! @lifescale #AdobeChat pic.twitter.com/WeQcxrSHtP
— Brian Solis (@briansolis) April 17, 2019
The bottom line is that digital transformation is crucial to creating and delivering a positive CX. There were so many great takeaways from our conversation, and you can check out the full conversation on the Adobe Experience Cloud twitter page. Comment below and share your favorite moments with us.
