Evolving customer behaviours and expectations

Customer Experience in the Digital Economy

Pursuit of optimal customer experience is driving digital transformation initiatives across all industries because technology is allowing customers to be in direct control of their interactions with us. From the ease of multi-channel digital connectivity to immediacy in service, customers expect frictionless and hyper-personalized experiences that embody simplicity, Do-it-Yourself, and social. Likes of Amazon, Apple, Google, and Facebook are also not making it any easier by setting standards that customers expect every business to match.

Without a doubt, the importance of Customer Experience has grown to become equal, if not more than products and services offered. Brands who focus on improving customer experience by mapping the evolving customer behaviors and preferences, applying human-centered approach, innovating collaboratively, and executing with agility - easily differentiate themselves and excel onto a path of greater success.

But let’s be clear, customer experience does not belong to any one department. In fact, it requires intense collaboration from the entire organization. Everyone working “together” towards a common purpose for the sake of the customer, who only recognizes us as - one. From a customers perspective, it primarily involves customer-facing functions and touchpoints, however, there is a myriad of business challenges that we need to manage in an effort to achieve the desired experience.

To bring it all together, below is an infographic capturing shared - customer expectations and business challenges - in a digital economy.

Evolving customer behaviours and expectations

From the structure of the organization (People, Culture, Processes) to the disruptive technologies (AI, Machine Learning, AR/VR, IoT, Conversational Commerce) involved, we need to sync up with evolving customer behaviours and deliver beyond their expectations. It’s not going to be simple, but we must, in order to attract, win, and retain customers in this ever-increasing digital economy.

Topics: Customer Experience, Digital

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