The great CX race is on: transform, embrace digital and win.
Customers, technologies, behaviours, expectations, the ways we communicate, do business, live our lives, have all changed. Successful companies are those who respond to change appropriately – and quickly. The most successful are those who anticipate it and change first. For some this could mean transforming their entire business. But it always starts with the experience of the customer.
Interactions between customers and businesses are more complex than ever, as consumers move between multiple devices and channels to get things done. Providing strong customer experiences through each one separately is not enough. To really satisfy modern digital customers, those experiences need to be consistent and connected across multiple channels. The challenge is to integrate digital with traditional channels into an omnichannel experience. However, brands have been talking about the need to eliminate silos between marketing, sales and service for years but have done little to act.
Personalized experiences have become a basic expectation today; we need to get to a level deeper. The customer today and tomorrow has higher expectations. To transform businesses in the digital world, companies have to add value by collecting more data that can be used to enhance the customer experience with capabilities such as hyper-personalization and real-time recommendations. The goal is to build a single view of your customer, use location data to add precision and context and create relevant communications at the right time on the right channel.
Almost every day, it seems, novel technologies emerge which allow brands to delight their customers in new ways. Sometimes knowing which technologies to invest in, and which to ignore, can be the difference between success and failure. An integrated platform built on cloud-based systems give brands the flexibility to transform at a fast pace.
High performing companies are undergoing a digital transformation across customer experience to ensure they’re capable of meeting new expectations set by two major factors:
They’re communicating, interacting, and expecting 24/7 access to brands from any location, on any device.
They’re embracing anything that offers improved convenience or service to make their lives easier.
Brands, like Uber and Amazon:
Are not encumbered by existing brands, distribution channels, or investments.
Are embracing technology to meet new standards and provide exceptional experiences.
The need for digital transformation across customer experience impacts any role within a company that is consumer-facing or helps generate revenue – and, accountability for revenue spans across the entire customer lifecycle. Digital transformation equips internal teams to perform better and achieve greater results:
Marketing teams: increase customer engagement + increase customer acquisition + prove ROI
Sales teams: predictably grow sales + control the cost of sales
Service teams: reduce costs + increase customer satisfaction + reduce customer churn
Commerce teams: increase online sales + increase margins + increase average order values
Embrace a customer-focused digital transformation strategy.Watch now
Walk before you run.Read more
Why an integrated data platform is the key.Read more
Transform to a data-driven, connected, and adaptive CX infrastructure.Watch now
Turning the customer journey inside out.Read the Report
Here's why.Read more
T. H. March has disrupted and reinvigorated business using Oracle's groundbreaking CX Cloud technology to enable world-class marketing, sales, and social.
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