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Digital Customer Experience Trends That Could Help Maximize the Productivity of Your Business

If your clients aren’t having a positive digital experience, you’re losing money regularly. Customers in 2021 expect that they will be able to purchase products or use your services online smoothly and seamlessly.

Companies that commit to and engage in digital transformation are three times more likely than their counterparts to achieve their annual business objectives, according to one study.

In this post, we’ll take a look at some of the most significant digital customer experience trends now in play, as well as how you can use them to provide customers with a better digital experience while also increasing your productivity and profitability (and profitability).

What Is a Digital Experience, and How Does It Work? The Digital Customer Experience: What’s the Story?

It is digital interaction between a person and an organization (B2C) or between two organizations that constitute a digital experience (B2B).

When a consumer purchases a product or service from you, the digital customer experience is what the customer, whether an individual or another organization, goes through on their computer.

You should seek ways to make your company’s digital customer experience more automated, tailored, and simplified to increase productivity and revenue. In other words, provide customers with a plethora of reasons to return to your store and make additional purchases.

The most important digital customer experience trends for 2021 are as follows:

Digital experience platforms (DXPs)

A digital experience platform, also known as a digital customer journey platform, is a tool that allows you to manage all of your digital assets in a centralized location. If you manage the customer journey from a single platform, you eliminate the need to monitor customer experience across a large number of different platforms.

The benefit of doing so is that you can get useful data and insights on things like website and content performance from a single dashboard, allowing you to identify areas where you can improve the digital experience for your clients rapidly.

DXPs are just a mashup of a variety of various forms of customer-experience-oriented software combined. Customer revenue management (CRM) software, content management system (CMS) software, marketing automation software, data management platforms, and customization software are just a few examples of the numerous components of DXPs.

No-code development

No-code development platforms are a breakthrough new approach to building web-based applications and software to improve the digital experience for your clients — without the need for any coding knowledge. They are available now. A front-end development platform that requires no coding allows you to transform ideas into fully functional applications through the use of visual, drag-and-drop design technology.

Because there is no actual coding involved, anyone in your business can use a no-code platform to create an application. For example, a member of your sales team could develop an app to improve the sales experience for customers and clients, allowing them to close transactions more quickly, reducing sales cycle times, and increasing overall productivity and profit.

No-code development also frees up your IT professionals to focus on more complicated duties while also assisting you in reducing productivity bottlenecks in your organization.

Prioritizing customer needs

By prioritizing customer demands over short-term income, you are more likely to increase customer loyalty and lifetime value, which will result in increased long-term profitability for your company.

You may accomplish this by concentrating your digital efforts on providing a seamless customer experience at every stage of the sales process, from before the transaction begins to after the sale is completed.

Customer satisfaction increases when clients perceive that doing business with you is straightforward. As a result, they are more likely to return and continue to select you over your competitors.

Artificial intelligence (AI) and machine learning

Artificial intelligence and machine learning give brands exciting new opportunities to connect with their customers and provide a great digital experience.

Things like chatbots, for example, can help you streamline your customer service by providing customers with fast solutions to frequently asked queries while they wait. Customer service representatives are also available around the clock, rather than merely during business hours as was formerly the case with traditional customer service.

AI and machine learning technology can also assist you in providing clients with unique, personalized experiences that are based on their previous shopping behavior and other data points. For example, based on previous purchases, your eCommerce website can learn what types of apparel a consumer prefers and send them to related products straight away.

Shared values

Customers have traditionally been satisfied with digital offers such as free shipping and discounts, but they are increasingly looking to buy from companies that share their values — particularly when it comes to environmental issues and climate change — and are willing to pay a premium for such products.

Look for opportunities to include eco-friendliness into your digital experience to leverage this. For example, you could donate a portion of every sale to a charitable environmental group or ship your products in packaging made entirely of recycled materials to reduce your carbon footprint.

It is another strategy to improve brand loyalty and maximize lifetime earnings for your company by sharing these types of principles with your consumers and prospects.

An emphasis on the mobile experience

Your digital customer experience may be excellent on desktop computers, but how does it fare on smartphones and tablets? Given that mobile technology accounts for more than 70% of all eCommerce purchases, you should put a strong emphasis on providing a positive mobile customer experience to your customers.

This entails making your website, landing pages, advertisements, emails, and everything else that your clients interact with mobile-friendly.

Not only should you test everything on a variety of browsers and screen sizes to verify that your material is properly adaptive, but you should also take every precaution to guarantee that your mobile site loads as quickly as possible.

if your website is difficult to use or doesn’t load quickly enough on a potential customer’s smartphone, the customer is very likely to hit the back button and go to one of your competitors’ websites instead.

In 2021, put your efforts towards improving your digital customer experience.
In 2021, providing your customers with a superior digital experience will be more vital than ever. If you haven’t already made a full commitment to and invested in digital transformation within your firm, it’s time to get started right away.

Emphasizing your customers and their digital experience when they purchase from your company can help you increase the lifetime value of every one of your clients and customers.

The trends we mentioned in this article may be applied to any type of business — whether it is B2C, B2B, or a combination of both — and can help you revolutionize your digital customer experience, thereby increasing your company’s productivity and profitability significantly.