4 Major Roadblocks that Impede Delivery of Seamless DCX
The pandemic-led transition prompted digital transformation across all walks of industries globally. Due to this, customer expectations changed based on how brands pivoted to the digital-must approach.
Much like visitors to the physical storefront, companies need to focus on raising their ‘digital’ CX bar in their virtual store as well to exceed customer expectations. This is where a revolutionary coinage—Digital Customer Experience (DCX) comes into the picture.
But, What Exactly Is DCX?
Short Answer: Digital Customer Experience is the impression of a brand that a prospect or a customer leaves with after all the online interactions.
This suggests that the quality of the customers’ digital experience will decide the fate of your inbound sales and customer loyalty. In other words, it will dictate whether your prospects convert into customers or not.
In fact, TSIA reports that around 40% of a company’s expenses, on average, are spent compensating for a weak DCX. Hence, it is imperative to know all about it and augment your DCX for good.
Hear Vishal Sharma in this video shining a light on all the nitty-gritty of DCX and how it can benefit your brand in the longer run.
Why Are Companies Failing at DCX?
Now that you know a fair bit about DCX, you must be clear on how it skyrockets your conversions, customer loyalty, and second-order revenue. Despite all the benefits, taming DCX becomes an insurmountable task for many companies. How you may ask? Let us understand the reasons that cast a shadow over an organization’s digital customer experience:
1. Stovepiped Approach to Digital Technology
Customers visit your brand through multiple channels. But what if each digital channel treats them as first-time visitors and asks them to reiterate their personal information over and over again? Frustrating, isn’t it?
The chances are your customer will abandon the platform immediately never return again. That makes it imperative to orchestrate your DCX strategy in a way that ensures the history and context of customers’ interaction move with them, irrespective of the channel they use.
2. Misaligned Departmental Goals
Another factor of weak DCX is the silo mentality between or within departments. Many departments or sectors prefer to work independently. Therefore, they refrain from collaborating or sharing information with each other.
For instance, your sales and marketing departments might share different links or proposals with prospective customers. This confuses the prospect and outlines a clear disconnect within the organization. As a result, they might not take you up on the offer. Truth be told, who wants to deal with a sundered organization anyway?
3. Limited Digital Personalization
Incomplete or vague customer profiles can blight the DCX by engaging prospects and leads with an irrelevant offer, or worse, the wrong solution. What’s more, today’s tech-savvy customers seek seamless and personalized experiences, and rightfully so.
However, nailing personalization is no easy feat. Because, without a 360-degree view of the customer’s journey, your chance of creating a hyper-personalized experience for them is slim to none.
4. Inadequate Real-time Customer Feedback
Not every dissatisfied user would voice their concerns. So, before things start going downhill, it’s imperative for organizations to solicit customer feedback.
However, knowing is just a small piece of the bigger picture. You must also act on the negative feedback promptly. If you don’t have a system that collates customer feedback from all points across their journey and gleans valuable insights, it could be inimical to building a superlative digital customer experience.
Now, the question arises—how can enterprises move from a weak DCX strategy to a great one?
Double Down On DCX with The CIPA Model
Having already gone into the value of creating a cohesive DCX, it’s paramount for firms to pivot and evolve. Adopting the CIPA (Connected, Informed, Personalized, and Agile) model can help with that. The model is the panacea for offering seamless, end-to-end DCX.
Intrigued, aren’t you? Then join John Ragsdale and Vishal Sharma for a high-octane live webinar on March 22 at 11 AM PT & 2 PM ET. They'll talk about building a superlative DCX strategy and the role cognitive technology plays in its value realization.
The pandemic-led transition prompted digital transformation across all walks of industries globally. Due to this, customer expectations changed based on how brands pivoted to the digital-must approach.
Much like visitors to the physical storefront, companies need to focus on raising their ‘digital’ CX bar in their virtual store as well to exceed customer expectations. This is where a revolutionary coinage—Digital Customer Experience (DCX) comes into the picture.
But, What Exactly Is DCX?
Short Answer: Digital Customer Experience is the impression of a brand that a prospect or a customer leaves with after all the online interactions.
This suggests that the quality of the customers’ digital experience will decide the fate of your inbound sales and customer loyalty. In other words, it will dictate whether your prospects convert into customers or not.
In fact, TSIA reports that around 40% of a company’s expenses, on average, are spent compensating for a weak DCX. Hence, it is imperative to know all about it and augment your DCX for good.
Hear Vishal Sharma in this video shining a light on all the nitty-gritty of DCX and how it can benefit your brand in the longer run.
Why Are Companies Failing at DCX?
Now that you know a fair bit about DCX, you must be clear on how it skyrockets your conversions, customer loyalty, and second-order revenue. Despite all the benefits, taming DCX becomes an insurmountable task for many companies. How you may ask? Let us understand the reasons that cast a shadow over an organization’s digital customer experience:
1. Stovepiped Approach to Digital Technology
Customers visit your brand through multiple channels. But what if each digital channel treats them as first-time visitors and asks them to reiterate their personal information over and over again? Frustrating, isn’t it?
The chances are your customer will abandon the platform immediately never return again. That makes it imperative to orchestrate your DCX strategy in a way that ensures the history and context of customers’ interaction move with them, irrespective of the channel they use.
2. Misaligned Departmental Goals
Another factor of weak DCX is the silo mentality between or within departments. Many departments or sectors prefer to work independently. Therefore, they refrain from collaborating or sharing information with each other.
For instance, your sales and marketing departments might share different links or proposals with prospective customers. This confuses the prospect and outlines a clear disconnect within the organization. As a result, they might not take you up on the offer. Truth be told, who wants to deal with a sundered organization anyway?
3. Limited Digital Personalization
Incomplete or vague customer profiles can blight the DCX by engaging prospects and leads with an irrelevant offer, or worse, the wrong solution. What’s more, today’s tech-savvy customers seek seamless and personalized experiences, and rightfully so.
However, nailing personalization is no easy feat. Because, without a 360-degree view of the customer’s journey, your chance of creating a hyper-personalized experience for them is slim to none.
4. Inadequate Real-time Customer Feedback
Not every dissatisfied user would voice their concerns. So, before things start going downhill, it’s imperative for organizations to solicit customer feedback.
However, knowing is just a small piece of the bigger picture. You must also act on the negative feedback promptly. If you don’t have a system that collates customer feedback from all points across their journey and gleans valuable insights, it could be inimical to building a superlative digital customer experience.
Now, the question arises—how can enterprises move from a weak DCX strategy to a great one?
Double Down On DCX with The CIPA Model
Having already gone into the value of creating a cohesive DCX, it’s paramount for firms to pivot and evolve. Adopting the CIPA (Connected, Informed, Personalized, and Agile) model can help with that. The model is the panacea for offering seamless, end-to-end DCX.
Intrigued, aren’t you? Then join John Ragsdale and Vishal Sharma for a high-octane live webinar on March 22 at 11 AM PT & 2 PM ET. They'll talk about building a superlative DCX strategy and the role cognitive technology plays in its value realization.
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