Companies have many reasons for prioritizing digital transformation initiatives. While operational efficiency and streamlining of processes are clear benefits, improving the customer experience is the most outward facing and even internally visible because of things like customer complaints, lackluster sales and customer attrition. Because of this, organizations need to ensure their digital transformation efforts put at least an equal focus on customer experience as any process or operational gains and improvements.
Even if improving customer experience isn’t your primary goal in a digital transformation, it is important to understand how CX connects to the other aspects of your initiative. Let’s explore the link between customer experience and digital transformation a bit further.