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Why digitising the customer experience is vital to your business - infographic

Why digitising the customer experience is vital to your business - infographic
2015-06-052015-06-05CRMen
This infographic shows the growing importance of the digital customer experience
Published June 5, 2015 by Glenn Le Santo in CRM

Most people have connected devices such as tablets and smartphones. Digital has become part of their day-to-day life, thanks in part to the work of tech giants such as Google, Apple and Facebook. Customer experience is an important criteria when choosing between rival brands: and consumers now favour a digitally enhanced simple and user-friendly experiences at every stage of the customer journey.

As brands like Airbnb, Uber, and Spotify are now well established in the competitive landscape and many companies have realised that the value chain has moved from the possession of assets and production tools (i.e. costs) to the mastering of customer interface (where the money is!). Digitizing the customer experience is a serious issue.

Here are three examples of what is at stake:

·         Opening of new contact channels which fit with consumers’ everyday usages (mobile apps, email, messaging, etc.),

·         Customer data analysis to enhance the quality of services and grow the ARPU,

·         Implementation of cloud-based contact centers : cloud is not just a cost cutting solution, it also enables rapid and reactive implementation of new features in a fast-moving and ever-changing environment.

Follow this link to view the full infographic: orange_dce1_en_ig_new-2.pdf

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