Digital technology- at the betterment of customer experience

By CIOReview | Monday, November 19, 2018

Digitization in technology drives innovation which enhances the customer experience in a remarkable way. Nowadays, customers expect relevant content in relation to what they are doing anywhere, anytime and in the format they prefer.

To expand a business customer experience is necessary because customer experience enables businesses to remain competitive. The challenges of doing businesses today include how to improve, scale and sustain customer experience.

Following are some of the ways a business should use digital technologies to enhance customer experience:

Churning predictions: As attracting consumers to the business is important it is harder to keep them. Organizations should be able to detect customers’ potential defection from their brand and provide services accordingly. It enables the organizations to have their potential customers for a long run.

Consistently providing high level of self-service: Consumers look for consistency in services from companies. Nowadays customer wants to solve issues by self because of abundant digital technologies and scarcity of time. They do not prefer going to the business center or calling customer services. 

Providing customer experience in any industry: Providing customer experience is not limited to any industry. Companies should look beyond their own industry and competitors to discover the effectiveness of customer experience.  

Improving anomaly detection: Businesses should improve the security of their software systems by identifying, monitoring, and correcting anomalies. Artificial intelligence and machine learning enable tools in resolving anomalies detection. Machine learning identifies unusual patterns, unexpected behaviors, and unexpected network traffic. Many Organizations use anti-malware software and intrusion detectors to secure systems.

Personalizing individual needs: Customers have different needs and requirements for even seemingly similar products. Personalization enables customers the opportunity to create a set of digital tools and use them to meet own preferences. Deep and predictive analytics help digital tools to set customers’ personalization preferences.

To put the above listed new practices to use, companies should spend time and resources. Digital transformation enables organizations to engage consumers and deliver accordingly to their demands. Customer experience helps to maintain the bottom line. Also, it helps to grow top-line revenue. Delivering an effective, fast and personalized customer experience leaves the customer satisfied and also a company in a great position.