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Why Digital Businesses Need Digital CX

Digital Transformation is such a buzz word today, the message comes through loud and clear from seemingly every keynote, panel discussion, article, or study related to how businesses can remain competitive and relevant as the world becomes increasingly digital.

It reminds me of the scare of the Year 2000 problem, also known as the Y2K problem, the Millennium bug, the Y2K bug, or Y2K. Sound familiar?

We all know Digital transformation is imperative for all businesses, from the small to the enterprise. What’s not clear to many business leaders is what digital transformation means and how does Digital Transformation apply specifically to your Customer Experience (CX) and Voice of Customer (VoC) programs?

Generally speaking, we define digital transformation as the integration of digital technology into all areas of a business resulting in fundamental changes to how businesses operate and how they deliver value to customers. Delivering value to customers needs to be an essential part of every company’s digital transformation movement.

So, what are the main benefits of digital leadership in the CX world? What does effective Digital Transformation even look like in the CX space? And what will it take to meet customer expectations and build loyalty in this environment?

Find answers to these questions and more in the new thought leadership paper from MaritzCX: Embracing CX Transformation in the Digital Age

Here is an excerpt:

“Building a Smart, Effective Customer Experience Program for your Digital Business

Digital Transformation in the CX space may feel like an overwhelming and prohibitively expensive prospect—especially if your current CX program is less mature than you’d like it to be. But with a smart approach, capable CX partners, and the right technology and services, any organization can move confidently toward a more effective CX program that’s designed for the digital age. To make that transition successful, there are a few crucial digital CX milestones to consider.

Building an effective CX program in the digital age starts with a focused effort to understand your customers’ highly complex and varied experiences across dozens of traditional and digital touchpoints. These CX assessment and strategy design efforts can take a variety of forms depending on your organization’s needs and CX maturity, but they typically include the following steps:

  • CX Assessment
  • Journey Mapping
  • CX Strategy and Design
  • Blueprinting

Together, these exercises help reveal all the different traditional and digital interaction points you will need to integrate into your CX program—and how they should work together to create unified customer experiences across all your digital and traditional touchpoints. In most cases, it makes sense to collaborate with a CX partner that can complement your in-house expertise, offer unbiased perspectives, and provide proved services and methodologies to help you assess your current situation and design a successful digital CX program.”

Want more? Download the free thought leadership paper – Embracing CX Transformation in the Digital Age here.