Digital transformation is revolutionizing the way businesses operate. The driving force behind this change is not companies, but their customers, who expect access to content that is tailored to their needs, at any time, in any format, and on any device. The customer journey is the key that unlocks a successful strategy and, with the right technology, data, and automation processes in place, you can transform your organization into a more agile, customer-focused business.
New digitally aware customer
Today's customer is clearly different from that of 10 years ago - more tech-savvy, more connected, and more empowered than ever before. Being better informed, he is more prudent when making purchasing decisions, often first evaluating organizations based on their experience with digital technology, which requires a rethinking of how you interact with him. Rather than waiting for him to contact you, it is necessary to be proactive, create connections, build a relationship, and guide him through the process. Customers who are deeply engaged in DXC experience a massive boost in their purchasing and spending habits - buying 90% more often, spending 60% more per purchase, and having 3 times the annual value compared to the average customer.
Digitally integrated ecosystem
The global digital transformation market is booming, with a size of $731.13 billion in 2022, and a predicted CAGR of 26.7% from 2023 to 2030. This explosive growth is driven by optimizing operational functions and improving customer experience. Digital technology has changed customer habits, and it requires implementing digital-first strategies not only to meet their demands but to proactively provide superior services on every platform. Nowadays, social media, review sites, forums, and communities are part of the customer service ecosystem. To stay competitive, you must invest in omnichannel tactics to link all consumer touchpoints, such as websites, apps, and social media networks. By leveraging cloud-based solutions, for instance, CRM or Helpdesk software, you can obtain customer data to create more targeted and effective campaigns, ultimately building long-lasting relationships.
Time is a crucial resource
There is a new currency that is becoming very important to the customer. It is time. Consumers expect companies to anticipate their needs and provide helpful advice, relevant offers, and timely notifications. If you make time a priority, the rules on which you operate will change, which will build a competitive advantage. Today's customer wants to be treated as a unique individual, and it is essential to know their personal preferences and buying habits.