Digital Transformation Initiatives that Need to be Prioritized for Future CX
Customers around the globe expect one thing — personalization. They expect businesses to offer relevant content anywhere, anytime. As a result, the only way companies can meet their expectations is through technology. Digital transformation is revolutionizing how companies approach their business and deliver customer experience. According to a recent report, the global digital transformation market is projected to reach USD 1009.8 billion by 2025. This soon-to-become reality is primarily because almost 35% of business executives believe that digital transformation is the solution to meet and improve customer expectations.
In simple terms, digital transformation is about transforming the way businesses present and approach customers while keeping in mind their expectations and offering a unified experience irrespective of the mode or channel of communication. Globally, companies aboard the digital transformation journey have witnessed highly engaged customers, who are six times more likely to continue their engagement with the brand. Simply put, technology has transformed consumer habits.
Digitization of customer experience in the whole journey of life cycle management takes place throughout the entire journey. It starts with the awareness phase, where the consumer gathers general information with no intention of immediate purchase. In the consideration phase, there is the need for targeted research along with physical experience. This continues through the purchase, usage, and repurchase stages of the customer journey. Simply put, technology has transformed consumer habits.
There are three primary digital transformation initiatives that businesses must focus on to improve customer experience
- Customer service
- Security
- Edge Computing
Businesses looking to embrace a digital transformation journey must take this six-step approach
- Ensure a seamless customer journey
- Make it relevant and personal
- Offer service and convenience for 24/7 customers
- Move beyond transactions to digital relationships
- Listen, learn and use social media activities
- Define and continuously use predictive analytics
Our Expertise
Conneqt offers various customer experience services, including customer service, order management, opportunity management, and backend processes. Each of these services has the following services.
Customer Service
- Customer inquiry and support
- Compliant management
- Service support management
- Loyalty and reputation management
- Billing queries
- Feedback management
- Channel Partner helpline
Order Management
- Order entry
- Order validation
- Order fulfillment support
- Logistics support
- E-procurement
- Billing management
- Accounts receivables
Opportunity Management
- Catalog sales
- Lead generation
- Channel partner assistance
- Sales – support up/cross-sell
- Extended warranty sales
- Sales Experience Assessment
- Customer retention
Backend Processes
- Data enrichment, research, and reports
- Application processing
- Subscription processing
- MIS and reporting
Conneqt offers the Digital CX Innovation and Incubation Lab – an advanced forum of data scientists and solution experts who focus on creating new ideas, learning, and innovative solutions crafted by leveraging emerging technologies like AI, ML, and more. The CX innovation and innovation lab is the center for exploring new technologies, developing rapid prototypes, and creating a reference architecture for rapid deployment to help address customer pain points and deliver transformative industry outcomes. Conneqt caters to various industries, including infrastructure, manufacturing, steel and energy, construction equipment, and commercial and passenger vehicle. We have catered to over 17 clients from 13 CBSL delivery locations and client premises.
