![]() ![]() Understanding your digital touchpoints and how they affect consumer perception and brand loyalty is critical – in a recent study, we found over 65% of customers said that their experience on the website or app would be at least a very important factor in their willingness to recommend a brand. Ultimately wherever your customers are engaging with your brand through the internet, it’s a digital experience. It also extends to digitally-connected environments like IoT and voice-activated devices. It includes online platforms across mobile and desktop, and digitally-mediated experiences such as owned apps and social media content. An omnichannel digital customer service strategy will enable you to meet your customers’ expectations for ease, convenience, and speed across numerous digital channels.įree eBook: The Digital Experience Playbook What is digital customer experience?ĭigital customer experience refers to how customers engage and interact with your brand online. A digital customer experience strategy needs to incorporate multiple channels, all working toward the same goal – delivering customer satisfaction, no matter the journey. Research shows brands with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, in comparison to 33% of companies with weak strategies. To rise to the top in CX and improve digital customer experiences, you need to create personalized experiences that resonate across all your digital channels. They no longer distinguish between online and offline. They effortlessly jump from one digital channel to the next as part of their overall customer experience. ![]() The annual gathering of the experience leaders at the world’s iconic brands building breakthrough business results, live in Salt Lake City.Ĭustomers don’t perceive digital channels the same way you do. Track your brand performance 24/7 and act quickly to respond to opportunities and challenges in your marketĮxplore the platform powering Experience Management Run concept tests, pricing studies, prototyping + more with fast, powerful studies designed by UX research experts Get faster, richer insights with qual and quant tools that make powerful market research available to everyone Whatever they’re are saying, wherever they’re saying it, know exactly what’s going on with your people Take action in the moments that matter most along the employee journey and drive bottom line growth Know how your people feel and empower managers to improve employee engagement, productivity, and retention Increase revenue and loyalty with real-time insights and recommendations delivered to teams on the ground Uncover insights from any interaction, deliver AI-powered agent coaching, and reduce cost to serve Root out friction in every digital experience, super-charge conversion rates, and optimize digital self-service ![]()
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