Why Is Customer Experience Is At The Heart Of Digital Transformation?

Automated customer service has brought many advantages to today 's businessmen and consumer alike. It has decreased consumer waiting times, enabled businesses to lower operating costs, and eliminated the middleman. While it

The ability of a company to deal with customers one at a time has become practical as a result of advances in factory customization, computers, the Internet, and database marketing software.

In customer service, the telephone is the second most important link (Lucus, 2015). Modern business use telephones in their day-to-day operations and to communicate with both internal and external customers (Lucus, 2015). Traveling to meet with customers and vendors face to face can be expensive and time-consuming (Lucus, 2015). With the technology of today, you can dial a telephone number or type a text into a cell phone and connect to a customer or vendor half-way around the world almost instantaneously (Lucus, 2015). With fax machines and computer modems, documents and information can be sent in a matter of minutes to customers and vendors miles away (Lucus, 2015). With all those tools, readily available more companies have set up both inbound and outbound telephone staffs (Lucus, 2015). Companies are expanding their customer contacts and are more likely to reach total customers satisfaction through those types of trained specialist (Lucus, 2015).

In fact, companies who successfully implement a customer experience strategy achieve higher customer satisfaction rates, reduced customer churn and increased revenues. Furthermore, research by American Express found that 60% of customers are willing to pay more for a better experience. (American Express, 2011)

In this ever-changing modern day business environment, organizations should always be ready to adapt to the ever-changing concepts and customers’ needs. Both internal and external factors influence the kinds of changes that take place in any business or organization. As of the complex adaptive systems, in order to keep up with the constant upcoming changes, they need to keep on revising their goals and objectives. They can do this by assimilating to any current changes present in society.

We are heavily invested, both financially and from a human capital perspective, in creating a customer experience that matches our industry-leading products. In recent years, we have implemented new systems to empower our customer account executives to satisfy customer needs. New options allow customers to contact us via web, smart phone, and through their set-top cable boxes to get answers to questions, troubleshoot problems, and pay their

Stay in closer touch with all the customers—with new technology to quickly tailor communications, marketing promotions and operations in ways that build strong, long-term

“It is significant, and I do believe it is coming from consumer desire to have choices and more balance,” The two articles agree that the success of any business is highly dependent on customer relations. Organizations need to accord their workers the maximum support they need

Let us start with a simple question, a definition. What is “digital transformation”? At its most basic level, or at its very core, digital transformation is the use of technology to radically improve the performance of an organisation, and this includes its people.

Information systems have gone through many changes. Experts currently refer to the current era as the “Customer-Focused Era” of modern computing (Petter & Mclean, 2012).

Our presentation talked about the importance of “engaging” our customers. Discuss what that means and why is it important to engage our customers? What would you do to engage a customer and get their attention and commitment?

The Tennessee Regional Office of Portfolio Recovery Associates have opportunities that could improve its customer experience. Providing good customer service experience is expected and listed in the company’s policy as well as mission statement. Poor customer service could inflict fines and deletion of accounts, meaning money lost for the company. However, great customer service does not always lead to more profit for the site. It should be an equal effort of customer service as well as negotiations. Custom Nation: Why Customization Is the Future of Business and How to Profit from it (2006), discusses how engaging the consumers, creating enjoyment, and satisfaction will captivate the customer’s experience. In addition, customizing the experience has been a key factor in growth for Fortune 500 companies (2006).

Therefore embracing technology can strengthen your relationship with customers and can also bring in more customers Alford, P., & Page, S. J. (2015).

According to the customer contact approach proposed by Chase and Tansik [1,6,7], customer contact activities should be decoupled from non-contact activities to do justice to their different design requirements and maximize the efficiency of the service delivery system. Consequently, service organizations consist of a front stage and a back stage. In the back office customer contact is passive or nonexistent, service processes may be designed with manufacturing-like principles in mind [6]. The process may take advantage of standardization and automation to enhance the efficiency and effectiveness of operations. While in the front stage customer contact is high and active, it brings about unavoidable inefficiencies, and the human relation skills become a dominant factor in designing the process [6]. Study [8] adds that moving some of the back-stage functions from developed areas (or even countries) to underdeveloped regions may increase greatly efficiency because of the reduction in labor costs and taxation. 2.2.2 Decoupling for Speed, Quality and Sales Opportunities However, back-stage tasks need not only be viewed as tasks where

Therefore, many companies start adopting new customer product strategy that can seduce and engage more the customer.