Digital
Digital customer experience is the sum of all interactions and touchpoints a customer has with a brand online. Consumers increasingly rely on digital platforms for shopping, communication, and entertainment, therefore crafting seamless and engaging digital CX has become imperative for businesses.
This encompasses everything from a user-friendly website or app interface to personalized recommendations, efficient customer service chatbots, and streamlined checkout processes. A well-executed digital CX strategy not only enhances customer satisfaction but also drives customer loyalty and advocacy.
Explore how businesses are adapting to digital transformation with the resources below.
The art of customer-centric experience optimization
January 14 by Chanice HenryThe director of innovation at First Fidelity Bank discusses the process of being agile in customer experience optimization
Dufresne Group’s customer-centric digital transformation
January 13 by CX NetworkThe director of guest care at Dufresne Group explains the mindset shift triggered at the home furnishings group when it undertook a major digital channel transformation.
To infinity and beyond: extending your customer experience journey
January 12 by CX NetworkHow Standard Chartered Bank used customer data to introduce truly personalized experiences
2022 Forecasts from CX Network's Advisory Board
January 06 by CX NetworkIn its November meeting, the CX Network Advisory Board discussed their predictions for the customer experience trends that will become most prevalent in 2022.
The future of CX lies in data driven digital networks
December 29 by Olivia PowellTarv Nijjar, global director of AI and digital strategic initiatives at Mars Inc, gives his predictions for CX trends in 2022
The dos and don'ts of customer centricity
December 23 by Olivia PowellWhat to avoid and implement when introducing a customer-centric culture
The top customer experience statistics of 2021
December 21 by Olivia PowellA look back at the top industry trends in the mission to build customer loyalty
Five secrets to make your customer service KPIs soar
December 15 by CX NetworkDiscover the top five strategies companies are using to raise self-service success while decreasing case resolution time
Customer Experience Predictions Report: 2022
December 08 by Olivia PowellAccess forecasts from a host of CX leaders, from brands such as PepsiCo, Amazon and Roche, on the key CX trends, pain points and opportunities to be aware of in 2022
Get closer to your customers using digital CX
December 07 by K V DipuK V Dipu, head of Bajaj Allianz General Insurance, on the imapct digital solutions have on customer experience
Get ahead by seizing the DX design opportunity
November 30 by Forrester GumpIf you want to deliver consistently great CX, you need a design system.
Six techniques for customer self-service success
November 23 by CX NetworkLearn self-service best practices and how to create effortless and relevant online support