How digital transformation is driving customer experience in 2022

Abigail Sims

January 14, 2022

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It’s just a fact of the last few years: Everyone and their dog is doing a little something called digital transformation. Between advances in technology, the pandemic, and an increasing need to stay competitive in digital spaces, if you’re not constantly pivoting and keeping up with The Next Big Thing in your corner of the world, you’re missing out. Business opportunities can slide right by if you don’t have the tools to take advantage of them—and that’s only more true in high-growth areas like customer experience (CX).

Here in the brave new world of 2022? Digital transformation is driving some serious advances in customer experience. Let’s discuss.

Your customers expect a low-effort experience

We know that customer expectations are rising. Instant gratification is the name of the game, and if a customer can’t reach you immediately or solve their issue efficiently, you have a problem. A customer who has a high-effort experience with your company becomes a likely candidate for incidents of recontact, disloyalty, or negative discussion about your brand on social media. On the flip side, however, customers who have a low-effort experience are FAR more likely to remain loyal and spend more.

Only 9% of customers with easy experiences display any sort of disloyalty attitude or behavior compared to 96% of customers who have difficult experiences.

What’s the best way to ensure a low-effort customer experience? Well, a great conversational intelligence tool is a good place to start.

Technology must step up to meet new needs and challenges 

The first wave of digital transformation has already hit forward-thinking companies. (In fact, some would say that the first several waves have been hitting our shores for the last few years.) The leaders that have emerged have a few things in common: Investments in conversation analytics, automation, machine learning, and artificial intelligence, just to name a few. These powerful tech-based tools make it possible to see more data, gain more insights, and ultimately take control of the customer experience end-to-end in an unprecedented way. 

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How is digital transformation driving customer experience?

Digital transformation fuels the latest and greatest improvements in customer experience with access to unprecedented insights, data management, close-the-loop actions, and more. 

Customer experience is a tough battleground. If you want to find out how your company’s digital transformation compares to others when it comes to customer experience, check out Tethr’s benchmarking feature in a live demo with our team.

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