Digital Customer Experience
Outstanding digital customer experiences offer opportunities for company growth
Developing the customer experience is at the heart of business success, which means, from the customer and client standpoint, complete renewal of business operations. The digital customer experience consists of a series of interactions with a personal feel online and through mobile devices, thereby offsetting deficiencies in service provision, or replacing traditional face-to-face service situations.
For the digital customer experience to be at its best, it must be carefully designed from the customer's perspective and must be planned as part of the customer's service path. Succeeding in this requires knowledge and understanding of the client's and customer's needs, and knowing when each particular need arises. After this, customers can be offered a service that caters to these needs in personalized digital form, at exactly the right time and with just the right content.
"Reassess your customer journey scenarios, and really understand the current customer experience, so you can elevate your service offering through technologies like employee engagement platforms, biometrics and the Internet of Things (IoT)."
Digital customer experiences are fundamentally based on knowledge of the customer. Analytics help in identifying the customer's needs and the interdependencies that underlie them for each specific segment. By modeling customer dealings and customer behavior, it is possible to efficiently construct spaces for providing services and products effectively and in the most natural way. Customers' lives are made easier when the services they need are available from the same, familiar provider conveniently, easily, and cost-efficiently.
Digital customers are especially active, and readily provide feedback through the various digital channels. This applies not only to companies, but also to public-sector operators. Citizen engagement demands that services are highly recognizable and easy to use and that a clear added value is created for them. This means that trust is the central focal point. Customers and citizens must be able to trust the service and the service provider; if they can't, successful digital transactions are not possible.
Most of our digital solutions are produced using the Liferay Digital Experience Platform (DXP). The scalability and flexibility of the Liferay DXP enable management of multi-channel customer experiences and the creation of personalized customer experiences. By integrating the platform with other systems, you will be able to eliminate unnecessary manual steps and expand your service offering using, for example, a customer portal, digital customer service channel, or an intranet for internal communications.
We are glad to announce that our White Paper on topic: Digital Transformation of Learning - Why We Need Another "Apollo Effect" is now available. This Paper is aimed for CDOs, CLOs, CHROs, CEOs, and others responsible of learning and development in organizations, and it's written by Dr. Charles Camarda, NASA and Janne Hietala, Arcusys.