Digital customer experience continues to grow and expand to meet consumer needs and demands.
To illustrate this point, consider the following scenario. You decide last-minute to invite your colleagues over for dinner. You need wine and groceries ASAP but don’t want to battle the rush hour traffic. You scan the internet and compare options. One supermarket lets you place orders directly through your smartphone app. A second store does the same, but also analyzes your last purchase and predicts exactly what you need. A third supermarket does all of these things, but also guarantees delivery within a one-hour time frame. Which option will you choose?
Most people would probably choose the third option. In our fast-paced world of digital innovation, choice often comes down to a few minutes saved, and the smallest delay or outdated choices can produce a poor customer experience. To stay competitive, outstanding digital CX isn’t just nice to have, it’s crucial.
Furthermore, positive digital CX needs to be delivered across multiple channels and devices so customers can make purchases when and how they please. Convenience is king.
And with the next wave of digital disruption already in motion—blockchain, IoT and 5G networks — digital CX will become an even stronger competitive differentiator.