From CX to DCX – Digital Is the New Norm in Customer Experience (Part 2)

In my last blog post, I discussed how companies in almost every industry are undergoing some type of digital transformation throughout their businesses especially around customer experience. According to analyst firm Gartner, organizations that embrace digital transformation are able to spot opportunities, act in a matter of seconds and stay ahead of their competitors.

So how does an organization put their digital transformation “wheels” in motion?  Here are a few tips.

If you don’t have a website – get one

Digital transformation of a company refers to the process by which a company becomes digitally mature and gains a solid digital presence on the internet.  Launch a functional website.  If you have one, look for ways to make it more engaging.  This will allow you to enter the digital market and be more connected your customers.
It’s time to get social

Once you have a functional website in place, start expanding your digital footprint to include presence on social media and social networking sites.  With good content on social media, you will reach new audiences and “invite” them to visit your website.  Coupled with this, your website will be much more dynamic and will give you the capability to “respond” to customers’ needs more effectively.

All about the big data

Now that your website and social media network are chugging along, it’s time to start capturing and analyzing all that rich customer data.  The information collected with help you drive marketing initiatives that will lead to a better customer experience.

Digital transformation of an organization is necessary if the organization wants to acquire and retain customers and race ahead of their competitors in this new digital world.

To stay on top of leading Customer Experience expertise, follow Xpertdoc and Dave Squibb on Twitter: @xpertdoc@David_Squibb