How Digital Transformation is Improving the Customer Experience Today?

How Digital Transformation is Improving the Customer Experience Today?

Digital transformation is a revolution that is driven by the technology and customer expectations model the transformation strategies. Digital transformation is an approach wherein business entities embrace technology with an aim to offer an excellent customer experience. The benefits of digital transformation extend far and wide.

Business enterprises worldwide are adopting the digital transformation strategies to redesign their business models. Although the need for digital adoption was being discussed for some years, however, Covid-19 has acted as an accelerator and increased its pace. The global spending on digital transformation is also expected to grow from millions to trillions by 2022.

Enterprise-wide collaboration for better CX 

It’s become highly important to understand that a seamless customer experience can’t just be the responsibility of the front-end channels. The contribution of every single department matters a lot. Therefore, an advanced low-code tool can help this process of collaboration as it helps you to evaluate, gather, and share all correspondences that different departments have with the client, their purchase history or any other insights. This also makes sure that customers never have to repeat themselves during any interaction with the company.

Building greater visibility for immediate, responsive action 

Good ERP systems are constantly evolving, so as to transform the way businesses interact with their customers. Companies can now have a 360-degree insight into each customer. This helps them find accurate responses faster. In addition to this, AI-powered chatbots are improving constantly, making immediate responses possible. Given that 80% of companies expect to compete mainly on customer experience. Therefore, this real-time responsiveness becomes the key.

A personalized customer journey  

Delivering a customer journey, which is relevant to the unique requirements of a customer is becoming much easier with big technological advancements. These are the many ways in which the customer journey can be tailor-made:

  • Understanding how the customer found your business, what information they’re seeking, and what resources they have viewed. Then use automation tools to create an onboarding flow, which is customized accordingly.
  • Use analytics to know your existing customers’ past buying behavior. Then figure out marketing outreach, customer service channels, and product recommendations accordingly.


Digital transformation has brought automation in areas of customer service, for example chatbots. This has created a significant impact on the customer experience. Automated services are available irrespective of time. Therefore, customers receive a faster response. Also, there are no chances of miscommunications.

Another benefit is how automation will improve efficiency is by digitizing mundane tasks that demand human time and effort, such as notifications, conversation follow-ups, approvals, etc. By automating these tasks, human efforts can be redirected to where it’s required the most.

Adherence with Data Security

Today’s businesses are rightfully concerned about the data security. As so many traditional equipment and implements now have a digital interface, security becomes more important than ever because practically anything may be hacked.

As we progress into the era of Internet of Things, security will be the top most concern. In this scenario, digital transformation plays a very significant role.

To upgrade & become agile

In today’s fast-paced business environment, organizational agility is a desirable attribute. Gone are the days when slow-moving, rigid corporations determine how customers will be treated. Even the largest corporations are now adapting to the changing trends and listen to their customers.

Technology enables organizations to become more connected while remaining flexible. The amount of time it takes to make a decision is reduced, and therefore learning cycles are shortened.

Large amounts of data can be measured & analyzed through digital transformation, thus helps in improving & increasing agility.

Customer Data & Insights for Focused Strategy

Customer data & insights are key for redefining focused strategies. Organizations are collecting the data of their customers which customers are sharing through numerous channels. These insights enable business entities to provide more focused customer experience and services. This is only possible with the effective analytical tools & forecasting of customer-centric offerings. Digital transformation solutions are instrumental in this scenario. Reason being, it transforms ‘data’ into ‘information’.

Delivering anticipatory service 

Companies are now leveraging customer data, so as to anticipate customer requirements & provide service ahead of time. 

Also, in order to start delivering anticipatory services, companies should take care of two main factors:

  • A very effective data management system in place that enables them to leverage the data, which is coming from different sources that is from the social media to the company website to emails.
  • Deploying advanced Machine Learning Algorithms, which are designed to anticipate customer expectations.

Final Thoughts

Digital transformation makes better customer interaction & enhances customer experience. It helps you build a strong customer relationship and establishes your business as a better brand. Therefore, it’s worth saying that digital transformation is continuing at a rapid pace and it has the capacity to not only meet existing customer expectations but even surpass them.

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About the Author: Duncan Barret

My name is Duncan Barret a professional SEO expert having Proven skills of excellent writing demonstrated in a professional portfolio Impeccable grasp of the content creation, including interview trends and expressions. I have ability to work independently with little or no daily supervision with strong interpersonal skills and willingness to communicate with clients, colleagues, and management.