How Customer Experience drives Digital Transformation?

The basic definition of Customer Experience is usually inferred to the sum of all interactions a random customer can get by using a brand. Adding further, due to this process any brand may get to recognize the level of customer perception it had created when driving companies to achieve the path to success. It presents a multitude of opportunities for digital transformation company to work with small scale enterprises and then offer digital avenues to gain on customer experience management. The initial benefits of Implementing Digital Transformation can be realized through create, deliver and default customer experiences especially, from modernizing systems and ensure business to get attuned to the most digital-savvy customer

Customers normally expect only the most pertinent and relevant of all contents that relate to their needs across digital devices. These behaviours of customers ushers a number of organizations to go for digital technology solutions and then keep up with all their customer connected and contended with unmatched customer experiences. 

The statistical data from IDC, infers to two-thirds of CEO’s participated at the Global 2000 Companies were greatly inclined to shift from the traditional, offline strategies to a Modern Enterprise Strategy eventually, to improve customer experiences. The other one-thirds of Companies CEO’s confided faith to early adopt to digital transformation within a period of 12 months. Moreover, the State of Digital Business Report refers to an estimable 47% of companies least progressing with the digital transformation while the prior mentioned 59% of companies already approved to the fact that it is too late for the modernization of IT Systems. In fact, there happens to be a surplus amount of time exists for organizations to start their digital business transformation. We have this article written to make you aware on the efficient usage of digital technology and data that offering excellent customer experiences. 

Digital Transformation

It is a swift integration of digital devices that permits all areas of a business to function impeccably well every time and ensure to the delivery of impressive customer experiences. In almost half of the global organizations, customer experience management and customer experience strategy were the two most cited factors that driven the digital transformation innovation. However, it is essential to understand the qualities of a new digital customer for creating this niche technology and thence deliver the best customer experiences. 

Digital Suave New Customer

The presence of Digital Technology across various business domains have literally persuaded the buying habits of consumers far more transformative and made them more digital suave. In progress, it has engaged all the customers to a maximum level with vast availability in mobile devices, machine learning and automation to get their needs any moment. The major influences of these modern technologies have more often than not attributed to the digital customer experience strategy first at organizations and ensure to customers awarding high ratings. 

Digital Business Transformation can offer organizations a way to ascertain the needs of many customers and engage with them better, delivering to their expectations across a multi-channel business platform. Henceforth, we have listed the three ways of accomplishing the exceptional CX strategies that drive the digital transformation at enterprise. 

  1. Agile and flexible IT Systems

In today’s world of IT Environment, the prerequisites to have the appropriate technology in the workplace is becoming the one most fundamental thing for powering up digital strategies. However, in practise nearly 45% of employees in a company firmly believe that the in place technology is getting more scares to conduct the business transformation strategy. All these inferences are driving a no of organizations to implement agile systems in their processes and create digital strategies. 

It should give organizations the flexibility and cost effectiveness to test the new projects and approve only those technologies compatible over the cloud, that meet up to customer experiences. It would eventually help an cloud based organization to acquire customer database, big data analytics, web and mobile apps, and then succeed at digitally recording all the touch points to create the incredible 360 degree view of the customer. In progress of time, you can empower your organization to know the real reasons to why customers do business with you and thereafter offer them the path to improve customer journey. 

  1. Personalized Customer Experiences

In general, any buyer desires that the organization understands to their personal preferences that relate to their prior purchase history. A recent statistics conducted by Accenture, states that 75% of the customers making the buy from a Digital Transformation Company mandates distinguishing their identity, purchase history and product recommended according to their forte. This keeps the overall customers to be happy with organizations keeping track of their data. From the organization perspective, it demands the use of a CRM System to take advantage of and drive the digital strategy formidably. Effectively, every organization would require to deliver the most personalized message to the right person at real-time basis so as to move ahead with the digital strategy. It may essentially promote the level of digital transformation to a new level of CX in the organization by offering multi-channel digital business transformation

  1. Build Multi-Channel Consumer Trends

The advancements in digital technology have empowered customers to pledge for their accurate needs and to prompt for them on time. More so, customers wish to have digital technology be presented with the uniqueness to deliver customer experiences. A majority of the consumers are kept on a state of alertness to build expectations on receiving a customer response every one hour. Not only with this activity, it should also prolong over the weekend thus, providing the instant gratification and enabling organizations to remain proactive and fully accessible all the time, every day, throughout the week. In essence, most of the digital strategies are run in real-time and only those companies which keep themselves available for customers to seek constant help would win in the long run. 


The rapidity in modernization of IT System in Organizations is urging entrepreneurs to implement the Digital Transformation Strategy and improve the overall customer experience by a several magnitude. A lot of Organizations might find this Digital Business Transformation to be largely beneficial with aplenty of buyers to engage with to meet up to their expectation, while continue to improve the level of customer experience regardless of the channel or place. Moreover, organizations should find it easy to adapt to the new digital landscape exceeding customer expectations and business profits.

Way2Smile is an award-winning IT consulting company in Dubai that takes business digital transformation to the next level including software development, IT staffing & SDG solutions!

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