How Customer Experience and Digital Transformation are Connected

Aditya Chakurkar | August 10, 2021

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The major demands of the current market are the personalized customer experiences (CX) and modernized systems. While the market leaders have already implemented intelligent strategies to attract more and more customers, many other companies are focusing on building a digital strategy to satisfy the needs of their potential customers.

Technology has changed almost every bit of human life. Whether it's finance, medicine, education, retail, marketing, or any other industry, technology is inseparable. As a result, businesses are adopting newer and more modern platforms to match the current market trends, and this digital transformation is rewarding them with improved revenue.

But have you ever wondered who is more responsible for this transformation? Are they the companies or customers?

Well, the answer is — customers. More precisely, the digital customers.

The current market is flourishing in almost every aspect, thanks to digital experience technology. Customers want to get relevant information in an easy-to-consume format on the device of their choice. This fundamental need drives the customer experience transformation, and eventually, the digital transformation.

The advanced customer experience technology allows people to connect with the company anytime they want. And, embracing digitization is the only way for organizations to deliver the best customer experience.

Turns out, the ‘customer first’ mindset is at the heart of the digital customer experience strategy of most companies.

As per the recent IDC report, around two-thirds of the CEOs of the global 2000 organizations believe in building a robust digital customer experience and leave behind the conventional offline business strategies by the end of the year. Furthermore, 34% of companies target a complete adoption of digital transformation within a year or less.

The rise of digital transformation is pretty clear.

Digital Transformation and Customer Experience Go Hand in Hand

Even though these statistics are jaw-dropping, the market is far from a total digital adoption. For example, Progress.com’s State of Digital Business Report revealed that around 45% of businesses are yet to kick off their digital transformation journey. In comparison, 59% of companies believe that they have already lost the race as they delayed the adoption.

This is the era of mobile applications, IoT devices, AI-powered tools, and high-speed internet. These things have significantly improved customer satisfaction and their overall product/service experience. As a result, companies are looking forward to transforming digitally to understand their customers well and meet their expectations through a multi-channel customer experience.

As a result, almost all businesses hope to strengthen their online presence and deliver the best customer experience.

Is Customer Experience Transformation Possible Without Digitization?

Digital transformation, generally, is an adoption of technology in all different business areas. It leads to a few fundamental alterations in business operations and the value they provide to their consumers.

In layman’s terms, digital transformation is about integrating modern techniques to interact with customers and continue delivering excellent customer experience ALL THE TIME.

As mentioned earlier, this digital transformation has a lot to do with customer satisfaction and experience. According to a PWC study, more than 50% of companies point at customer experience transformation as the most influential factor for digital transformation.

In return, digitally transformed companies get more engaged customers and more sales. The Rosetta consulting study reports,
  • Such highly engaged customers are six times more likely to try a new service or product.
  • Four times more likely to recommend your brand to their family and friends.
  • Two times more likely to buy your product even if your competitor is offering a better product at a relatively lower price.

Moreover, they have three times the annual value, compared to the traditional, average customers. But, of course, this goes without saying that digitally transformed companies get more profits than their traditional peers.

To summarize, customer experience transformation is challenging with traditional offline strategies. However, digitization is the new market reality, and businesses must adapt it to meet the expectations of the new kind of digital customers.

Steps for Improving Customer Experience Through Digital Transformation

Digital customers in the current market expect a lot from a product or service. Therefore, they won’t think twice before moving to another company if your product/service doesn’t meet their needs.

Therefore, companies must evolve and reconsider their efforts to make new customers and retain the existing ones. The following are the basic steps you need to keep in mind for achieving a satisfactory customer experience transformation through digital transformation:
  • Consistently deliver a personalized experience to your customer. Gone are the days of the 'One size fits all’ theory.
  • Focus more on agile product experimentation.
  • Focus more on multichannel, seamless customer experience.
  • Build more customer data for more subscriptions.
  • Train the leadership for a complete focus on digital.
  • Ensure customers can interact with your service on the device of their choice.
  • Keep the customer in mind. ALWAYS!
  • Avoid robotic approaches. Give it a human touch!

Bottom Line

Honestly, it's hard for your business to thrive without digital transformation. Whether it’s about the customer experience, operations, or business models, digitization is the most effective way to satisfy market needs in 2021 and beyond.

Customers want everything ‘right now.’ Embracing technology is the key to fulfill it!

Frequently Asked Questions

What is customer experience transformation?

Customer experience transformation (also known as CX transformation) improves customer experience through the adoption of newer technology, business structures, operations, and even culture. The ultimate aim of CX transformation is to deliver a remarkable customer experience at scale.

What are the four essential areas of digital transformation?

Digital transformation always comes down to the following four major areas:
  • Organizational and cultural transformation
  • Transformation in business processes
  • Transformation in business domains
  • Transformation in business models

What are the top three benefits of excellent customer experience?

Great customer experience can take your business a long way. Here are its top three benefits:
  • Offers cross-sell & upsell opportunities to improve revenue
  • Boosts customer loyalty
  • Improves brand identity

Spotlight

Ntrepid Corp

Ntrepid is a mission-driven provider of cutting-edge technology solutions for government and enterprise to discreetly and safely conduct sophisticated online operations in the most hostile online environments. We leverage our deep experience in the national security community to anticipate our customers' needs and provide solutions before the requirements are expressed. Our heavy investment in R&D allows us to stay ahead of the rapidly changing internet landscape.

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Article | November 17, 2020

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Edge Computing Trends in 2021

Article | November 17, 2020

With significant numbers of cloud vendors implementing edge servers in local markets, market analysts predict an incredible growth in edge computing. Furthermore, the rise in the hottest edge computing trends will be supported by the complimentary 5G network offerings. The current demand for edge-driven business models is so intense that even the COVID-19 pandemic failed to alter these predictions. A study from IDC’s worldwide IT predictions claims that the impact of this global pandemic will be one of the biggest reasons behind the growth of around 80% of edge computing investments and platform changes across various industries in the coming years. But firstly, what exactly is this edge computing, and how does it matter to technology trends? The term ‘edge’ in this points at literal geographic distribution. In layman's terms, edge computing is a kind of computing performed at or near the data source. 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Companies that need to bridge the digital and physical world in real-time will be the primary reason for this new trend in computing. Plus, edge computing has the power to replace machine learning models that are often trained at the data center. Instead, with specialized hardware, learning can occur at the edge. Considering the general nature of edge technologies, it will improve real-time predictions and, ultimately, operational reliability. Moreover, edge computing and data security are closely associated. Therefore, with more advancements in edge computing strategies, data security will steadily grow. Pandemic will Push Organizations to the Edge The current global pandemic has made us realize the actual effectiveness of several modern technologies, and it has changed the way we integrate and deploy them. In addition, the growth in the usage of consumer mobile devices, the increased consumption of virtual content, videos, and the increased demand for IoT devices (Internet of Things) has made the critical edge computing trends continue to flourish. Here’s what Jason Mann, the vice president of IoT at SAS, has to say, “From social distancing to thermal imaging, safety device assurance and operational changes such as daily cleaning and sanitation activities, computer vision is an essential technology to accelerate solutions that turn raw IoT data (from video/cameras) into actionable insights.” For example, retailers and shop owners can use edge computing solutions to know when people violate the store’s policies. Edge will Enhance the Connected Ecosystem Adoption Apart from enhancing IoT device usage, edge computing will ease the participation of organizations in the connected ecosystem. And, most importantly, there will be relatively lesser bandwidth and network latency issues. 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With more convergence of IT and operational technology, the IDC report says that the number of operations deployed on edge computing infrastructure will grow from 20% to more than 90% in 2024. As a result, enterprises will prioritize integrating intelligence into different workflows and processes using edge computing capabilities. In 2021, mobile edge computing MEC) trends are expected to enable supply chain resilience. With data analytics at the edge, the ecosystem of supply chain enablers can integrate AI and ML to access near, live insights into data consumptions. Furthermore, it will also allow businesses to look into even the most unprocessed elements of highly composite demand and supply chains. Therefore, organizations need something that can enable 24/7 view across the complete supply chain. MEC-based solutions answer this as they can offer end-to-end monitoring from the point of service or manufacture. Private 5G Adoption will Increase As serious applications will begin to materialize, many businesses will take themselves to the edge. Undoubtedly, there's great potential in a private 5G network for fueling the edge computing trends in 2021 and beyond. The private 5G network is dedicated to specific infrastructures like factories and warehouses. Factory robots and machine tools require low-latency networks and local data processing. Edge computing and 5G can satisfy this need. The general nature of edge technologies and speed, low latency, enhanced coverage, and incredible responsiveness of the 5G network can serve these benefits. Edge will Improve Data Security Edge computing reduces data and internet costs and eventually improves data efficiency compared to the cloud. Plus, the edge offers an additional layer of security and enhances the overall user experience. Unlike the cloud, edge computing does not depend on a single point of storage or application. Instead, it distributes different processes across a variety of devices. Edge Computing in 2021 and Beyond The current and future edge computing trends will enable innovation across several industries such as medical, agricultural, worker safety, insurance, industry 4.0, retail, telecommunications, and more. As more and more companies collaborate to develop an open ecosystem and ultimately make it quick and easy for consumers to integrate as a part of their cloud strategies, edge computing trends will offer more value to organizations in the coming years. To summarize, edge computing trends will continue to redefine business operations by offering enhanced data security and controls, better connectivity even when disconnected from the network, and quick insights and actions. If you have any questions related to your upcoming project, we can help! You can go through our success stories here. Frequently Asked Questions How new is edge computing? 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Many businesses have already begun to prepare for the technology change that will take place because of the current and future edge computing trends. { "@context": "https://schema.org", "@type": "FAQPage", "mainEntity": [{ "@type": "Question", "name": "How new is edge computing?", "acceptedAnswer": { "@type": "Answer", "text": "The origin of edge computing traces back to the 90s, and it lies in content delivery networks. The primary job of these networks was to serve video and web content from edge servers that are deployed within the facility." } },{ "@type": "Question", "name": "What is edge computing used for?", "acceptedAnswer": { "@type": "Answer", "text": "Edge computing is used for a wide variety of applications, services, and products. 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Article | November 17, 2020

Data-driven experiences are rich, immersive and immediate. But they’re also delay-intolerant data hogs. Think pizza delivery by drone, video cameras that can record traffic accidents at an intersection, freight trucks that can identify a potential system failure. These kinds of fast-acting activities need lots of data — quickly. So they can’t sustain latency as data travels to and from the cloud. That to-and-fro takes too long; instead, many of these data-intensive processes must remain localized and processed at the edge and on or near a hardware device.

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Article | November 17, 2020

If you think the conventional way of designing and testing an Internet of Things (IoT) device is still relevant today, you might be wrong. Tens of billions of IoT devices surround us today. Billions more will connect to the internet in the next few years. On top of that, IoT deployment is diversifying from consumer-based to mission-critical applications in the areas of public safety, emergency response, industrial automation, autonomous vehicles, and healthcare IoT. While IoT devices offer great convenience, having large numbers of them in a small space increases complexity in device design, test, performance, and security.

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Spotlight

Ntrepid Corp

Ntrepid is a mission-driven provider of cutting-edge technology solutions for government and enterprise to discreetly and safely conduct sophisticated online operations in the most hostile online environments. We leverage our deep experience in the national security community to anticipate our customers' needs and provide solutions before the requirements are expressed. Our heavy investment in R&D allows us to stay ahead of the rapidly changing internet landscape.

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