How can the digital experience provide the best customer experience? And how can you measure if the changes your organization is making are working for the customers you serve?

But its goal is simple: focus on the customer. And a whopping 96% of enterprise leaders in a study by Econsultancy and Marketing Week agreed with the statement: “The lockdown has increased the priority of digital transformation.”ĭigital transformation can sound intimidating. More than 50% of small business owners report relying on digital tools to communicate with customers, find new customers, and sell products and services during the COVID-19 crisis, according to a report by Google and the Connected Commerce Council. From large-scale, global enterprise organizations to small businesses on Main Street, brands are now offering more digital connections with and for their customers than ever before. There is now a large emphasis on digital experiences and redesigning in-person ones.ĭigital transformation is not only happening, in many ways it’s happened. When engaging with brands, customers expect an effortless transition from one touchpoint to another, whether it be digital channels, in-person, or both.īut the COVID-19 pandemic has thrown all companies through a loop, making them reconsider their approach to delivering seamless customer experiences. Editor’s Note: This guide was written in partnership with Jeannie Walters, CCXP, CEO, founder of Experience Investigators™.Ī seamless customer experience (CX)-aka an omnichannel customer experience-has been the expected norm for years.

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