Why Are Digital Experiences Essential for Business Transformation?

Today’s customers have elevated expectations. They demand self-service options available 24/7 and meaningful human interactions. They also expect efficient communication via email, user portals, and digital products.

Leaders at all levels of the C-suite must embrace this transformation mandate, rethink old operating models, and experiment more quickly to stay competitive and profitable. Otherwise, business will lag.

Increased Profitability

Digital experiences from Sensedia are the foundation of customer experience (CX), and brands must invest in them to meet customers’ heightened expectations. An excellent digital experience is consistently personalized and efficient, increasing customer satisfaction and loyalty.

Poor digital experiences, however, can have a significant cost. A broken button on a website, for example, causes frustrated customers to flood the contact center, driving operational costs sky-high.

To reduce these costs, organizations must deliver zero-friction digital experiences. To do this, companies must monitor user behavior to identify and respond to problems in real time. Top brands use behavioral intelligence to detect “digital body language,” such as clicking or tapping frustration, to trigger interactions before a lousy experience spirals out of control. A redesigned digital experience can reduce operational costs by lowering staffing or software licensing requirements.

Improved Customer Experience

Providing excellent customer experience is essential for businesses that want to build loyalty and advocacy. A great customer experience combines factors that make it easy for customers to accomplish their goals. For example, a great customer experience may be as simple as a tailor finishing a last-minute alteration or as complex as an airline offering flexible ticket refunds.

Using data and analytics to understand consumer feedback allows businesses to implement customer-centric strategies. For example, community forums offer valuable information regarding support team efficiency, consumer satisfaction with business interactions, and more.

Other customer-centric tactics include:

  • Creating a FAQ page or helpful article to address common questions and concerns.
  • Utilizing AI chatbots for quick questions.
  • Transferring customers to a live agent when needed.

Personalization is another way to improve the CX by ensuring that each experience feels unique and bespoke to each customer.

Increased Revenue

Achieving a higher level of customer satisfaction is a priority for most businesses. Those that cannot meet customers’ expectations may see a drop in sales.

Digital techniques decrease the possibility of human error, allowing team members to focus on more challenging tasks that require critical thinking or innovation. For example, converting manual procedures into digital systems eliminates the risk of an inaccurate entry — such as mistyping a number or misplacing a file.

Integrating automation tools and Artificial Intelligence into your business architecture lets you better understand your customers’ behaviors. This enables you to customize your products, services, and marketing strategies for them. It also increases the potential for customer loyalty and repeat business.

Increased Employee Satisfaction

Employees play a significant role in business transformation, delivering better customer service and helping the company thrive. A study by Salesforce found that high levels of employee satisfaction directly impact customer satisfaction, profitability, and business growth.

A digital transformation strategy that prioritizes employee needs like increased pay, career growth, and flexible work arrangements can increase overall job satisfaction. This can also help reduce turnover rates and hiring costs, resulting in lower overhead costs.

When employees are satisfied, they’re more likely to be productive and engaged at work. They’re more likely to produce higher quality work, be more resilient to challenges, and focus on delivering an exceptional customer experience. Keeping an eye on employees’ satisfaction through regular surveys or one-on-one meetings can ensure that your people are happy and fulfilled in their jobs.

Increased Employee Engagement

Digital transformation requires a change in both culture and processes. Employees must feel supported by the company’s leadership to make that change. Providing clear explanations of how new technology enhances their jobs, prioritizing open communication, encouraging continuous learning, and demonstrating strong leadership can alleviate fears, accelerate adoption, and help create positive change.

Investing in employee development is good for employees and great for business. Companies focusing on employee growth have some of the lowest turnover rates, saving money on hiring and training new employees and boosting productivity.

Using workplace technology, such as an employee intranet, companies can deliver a personalized and enhanced digital experience. For example, if analytics reveal that an employee isn’t utilizing a feature, a quick ‘Feature Spotlight’ guide can be released to prompt adoption.