Let us start by understanding what exactly is digital transformation and how is it related to customer experience.

Digital transformation is the mixing and combining of digital technology into the areas of business changes that lead to changes in the procedure of business operation and the values that are being delivered to the customers or the consumers. Digital transformation is the use of digital technology to improve and optimize the customer experience and if we put it into proper words it is defined as the integration of technology into the areas of a business that results in fundamental changes to how the business operates and how it delivers value to the customers, partners, and employees. The entire procedure involves simplification of channels and portfolio by understanding the needs of the customer, their needs, and behavior and by keeping an insight at the center of everything the business does.

The most interesting thing about this is that the change is being driven by the customers. Today, customers expect content that matters to them which helps them in what they are doing anywhere and within the format and on the device of their choosing. It’s their journey that dictates your strategy. And you always have to stay connected to the customer and keep up with them. Your business should match the technology to deliver an unmatched customer experience. Put simply, it’s about changing the way a business interacts with its customers and the way they supply their customers with a uniform experience whenever and wherever they have it.

More than half of the digital marketing Companies have confirmed that the business decisions that they implement are influenced by consumer satisfaction and their experience.

Highly engaged customers or consumers are the results when you and your company transform digitally and these customers are usually:

  1. Six times more likely to try a new product or service from their preferred brand
  2. Four times more likely to have referred your brand to their friends, family, and connections

There are reports that claim that there are companies that implement digital transformation technology with the sole reason to claim customer experience. Here are some key ways through which digital transformation is improving the customer experience:


Automation is just about a given now in business. It saves time, money, and allows businesses to supply customers with a singular experience that they couldn’t before. A survey conducted by Accenture states 84% of consumers claim that they prefer interacting with computer-based applications rather than interacting with human advisors, flooring the way for chat-bots to take over customer service entries because they provide information to them at that time. Automation can be implemented in many areas of business, from follow-up emails to check customers are happy with their purchases, to ticket prioritization that reduces the amount of time spent on basic, routine processes.


Buyer’s nowadays want the organizations to treat them as unique individuals, and know their personal wish and purchase history. According to Accenture, 75% of consumers admit being more likely to shop for from a corporation that:

  • Recognizes them by their name,
  • Knows their purchase history, and
  • Recommends products based on their past purchases.

Companies that use consumers’ experience to make themselves better are highly appreciated the users. But, so as to require advantage of this chance, you would like to take a position in CRM. Without CRM, you can’t treat your customers as individuals. And without storing the history of how your business interacts with them, it’s impossible to supply a singular experience. With a CRM system, you can analyze and study customer-related data based on customers’ previous interactions with your company. For example, you can get a good understanding of your customers by evaluating general requests, product quotes and support inquiries. This data can then be wont to create highly targeted messages to match customers’ individual preferences, which end up during a more personalized experience. The third and final step involves delivering the exact message to the concerned person at the concerned time and this, therefore, results in a seamless multi-channel experience.

It’s an unpredictable world but, if you can incorporate digital strategies to improve the customer experience and put your buyers first, you’re more likely to create a loyal following and attract more customers in the long run.