Digital Transformation Is Driving Customer Experience in 2021

How Digital Transformation Is Driving Customer Experience in the Wake to the Pandemic Crisis:

How the digital transformation experiences the customer after the pandemic crisis

Digital transformation is an important accelerator and an absolutely indispensable ingredient for the optimal customer experience, especially in the post-pandemic era. Marketers who understand how to embrace digital transformation and leverage it to their competitive advantage actually have an edge over their peers in attracting, engaging, and winning their potential customers as paying customers.

With the rapid adoption of digital transformation, the adoption of MarTech’s automated tools has skyrocketed and marketers around the world have recognized the importance of delivering solutions to their customers’ pain points as quickly as possible. While automation has helped a lot in resolving customer complaints and queries faster; keeping the human dimension intact is something that never goes out of style.

The post-pandemic that begins after the next normal day requires marketers to communicate with their customers and prospects with empathy and compassion, asking them to be timely, accurate, and personable in the solutions they offer. This is where the combination of modern tools with artificial intelligence and humanized touch is essential to design and deliver a holistic and integrated customer experience across all channels.

Marketers must use modern technology and work with the principles of artificial intelligence (AI) and machine learning (ML) to visualize, design, and deliver customer-centric and people-centric experiences that enhance their digital transformation and drive business results.

To rediscover their business on the competitive battlefield after the pandemic, marketers must combine their digital strategies, data, analytics, platform design, and implementation capabilities with their customer experience strategy.

Combining its end-to-end strategy with customer insights gained from modern digital tools, it helps marketers create a digital experience, work experience, and user experience that drive overall business transformation.

A successful customer experience strategy takes into account the entire customer journey from customer engagement to problem-solving, spans the entire customer relationship lifecycle, and accelerates transformation with business strategy and consulting. To discover customer insights and create intelligent workflows, marketers must use data science and analytical methods to improve the customer experience management architecture.

the respondent said customer experience is their top priority for digital transformation.

Each customer experience affects the overall perception of a brand, so brands should focus on strengthening the relationship with the customer. Therefore, if a brand wants to improve the overall customer experience, it must invest time and resources in technologies that improve business relationships.

Brands should focus on transforming digital conversations into CX Insights

Brands need to transform digital conversations into CX insights that drive the brand experience, and business KPIs need to be derived from the daily digital interactions brands have with their customers.

Based on the brand experience understood as sensations, feelings, and behavioral responses evoked by stimuli related to the brand that are part of the design and identity of the brand, packaging, communication, and the environment, a “score”. Four dimensions: sensory, affective, intellectual, and behavioral. This score is credible, valid, and different from other brands, including brand names, brand engagement, customer satisfaction, and brand personality.

Brand experience scores influence customer satisfaction and loyalty directly and indirectly through association with the brand personality.

Developing customer expectations and digital transformation are driving the customer experience

Customer expectations evolve and evolve towards a holistic Omnia Channel experience. Brands must offer this “always connected, on any device” relationship with their customers and provide them with a seamless experience across all channels.

Almost exclusively in digital channels, the expansion has added the complexity of multipoint solutions, more diverse data sets, and more departmental silos that complicate the implementation of a unified customer experience strategy.

Brands must thoroughly analyze the voice of their customers and combine the organic conversions that happen across each digital communication channel to optimize customer retention and increase sales.

This can be done by following the steps below:

• Customer interactions must be collected across all digital channels

• It must follow a consistent classification according to a normalized data set

• Each department must have access to at least one analytics platform

CX continues to evolve beyond research-based assessments in the face of digital transformation

Research-based CX ratings like NPS are gradually declining and the market is recognizing this. Customers experience the fatigue of surveys. The BXS Brand Experience Score provides CX insights by processing natural text and sentiment analysis to collect, classify, and review unsolicited feedback in context. The data is broken down into key business areas and displayed as a numerical score on the BXS panels. This data can be used by senior management for the executive oversight and by professionals as a starting point for insights.

The BXS dashboard enables users to understand the causes of each business unit’s score and is guided by subject classification, sentiment analysis, and anomaly detection. When unstructured conversations from conversations are combined with structured data from CRM, CDP, and other legacy systems, users gain insight into the impact of points on specific customer groups:

• Users get a powerful omnichannel view of all customer interactions

• Each interaction is analyzed based on topic, rating, and sentiment

• Disease detection shows changes in your environment

• Intuitive user interface allows marketers to perform simple searches for large amounts of data

• Marketers can see snippets of specific questions or full interactions


For B2B sales teams, digital means more social selling than cold calls. Your customers already have multiple social channels and this is where you need to be. Don’t wait for customers to contact you; instead, contact them, build a relationship with them, and inform them. Share relevant content with them along with your experience as part of a solution to customer issues.

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