You might want to use technology to deliver a slick mobile-first experience. Or you might want use it to give you and your customer service team more time to focus on human interaction. But however you choose to engage with your customers, it’s more important than ever to make their journey seamless – and one worth repeating.
“51% of companies are prioritising digital transformation in order to improve their customer experience.”
Digital, Ready? Report - 2018
Register to access our Digital, Ready? report and you’ll find out:
- How the UK’s largest car insurance provider is using tech to reward its customers
- How a UK hotel chain’s digitalisation has made the customer experience more personal
- Why new ways of customer engagement are a major reason for tech investment
Involve your customer service department
If customer service improvements are one of the goals of your digital transformation, involving the customer service department as early as possible in those plans can only be beneficial.
The definition of a good customer experience will vary greatly by industry and by business size, but things worth considering with your team include:
- How well do your customers view you against your competitors?
- What do your customers think of your service?
- How would you like to improve your customer experience?
- What are the factors that add up to a good customer experience?
Your customer journey and digital journey are on the same path
Over 2,000 organisations around the UK have told us how digital transformation is integral to their plans for improving customer experience. For those that are already on their digital journey:
- A third have improved the customer journey
- A quarter have broken into new customer segments
- More than a third have increased customer satisfaction
As a business grows in size, so does the importance placed upon creating new ways for customers to interact with it. More than a quarter of small businesses and more than half of larger organisations have sought to create new customer experiences. What is clear is that, no matter what the size, customer experience is always a priority.