{"id":3018,"date":"2021-11-30T10:30:53","date_gmt":"2021-11-30T05:00:53","guid":{"rendered":"https:\/\/www.cloudnowtech.com\/blog\/?p=3018"},"modified":"2022-02-15T13:12:46","modified_gmt":"2022-02-15T07:42:46","slug":"digital-transformation-in-cx-the-next-frontier","status":"publish","type":"post","link":"https:\/\/www.cloudnowtech.com\/blog\/digital-transformation-in-cx-the-next-frontier\/","title":{"rendered":"Digital transformation in CX: The next frontier"},"content":{"rendered":"

According to a report by <\/span>Economic Times<\/span><\/a>, 97% of the mid-size and enterprise-sized businesses in India believe customer experience (CX) innovation is required to protect their business from competitors. The same report also found that more Indian enterprises are investing in CX as a means to grow their business as compared to other countries in the Asia Pacific region.<\/span><\/p>\n

The study also revealed that 88% of Indian organizations accelerated their CX projects over the past 12 months compared to their counterparts in South Korea (67%), Australia (65%), Singapore (62%), and Japan (37%).<\/span><\/p>\n

So, if you want to be one step or two ahead of your competition it is important to understand how every stage of customer interaction can be enhanced by digitalization.<\/span><\/p>\n

We\u2019ll illustrate here just how digital transformation<\/a> makes an impact at every stage of the customer experience with the case of an e-commerce retail app, though the steps are more or less common to all sectors.<\/span><\/p>\n

Four Stages Of Customer Experience :<\/h2>\n

First, the New Customer<\/span><\/h3>\n

As business guru Peter Drucker said, \u201cThe purpose of a business is to create a customer.\u201d Customers demand better experiences. They demand performance, responsiveness, and consistency. Unfortunately, a lack of usable, harmonized data inevitably leads to a less than impressive customer experience. One needs to increase awareness to bring in new customers.<\/span><\/p>\n

It is possible to harness data to create precise customer targeting options. For instance, one can improve targeting based on data gathered from existing customers, thus improving ROI on advertising. So make it a point to harness data to create more awareness of your product or service and that way bring in new customers.<\/span><\/p>\n

Next, the Somewhat-New Customer<\/span><\/h3>\n

More than 2,000 apps are submitted to the Google Play Store and Apple\u2019s App Store daily, and the average user takes 3 seconds to decide whether they want to download your app!<\/span><\/p>\n

That doesn\u2019t give you much time at all. Here, the key is to use new and existing data to enhance customer experience by providing tailored content. For example, if you know that A is a woman in her 30s and B, a man in his 50s, deliver different kinds of content to each, to encourage clicks and downloads.\u00a0<\/span><\/p>\n

You can create customer personas for different kinds of people (discount seekers, brand-conscious shoppers, festive bulk buyers, etc) and push unique marketing content to new customers who match these profiles. AI-led strategies help create personalized campaigns, encourage app downloads and trials and boost customer engagement.<\/span><\/p>\n

Then, there\u2019s the Hooked Customer<\/span><\/h3>\n

For the customer who has already downloaded your app, comes the next stage of creating a personalized app CX<\/a>.<\/span><\/p>\n

App personalization is the process of building a mobile app to meet the needs of specific audiences, rather than a one-size-fits-all experience.<\/span><\/p>\n

In 2018, in a <\/span>report by Epsilon<\/span><\/a>, to help brands better understand how personalization efforts can be used to enhance relationships with consumers, produce customer loyalty and positively impact the bottom line, it was revealed that 80% of respondents were more likely to do business with a company if it offers personalized experiences and 90% found personalization appealing.<\/span><\/p>\n

There are several ways to personalize your app.<\/span><\/p>\n