A successful digital strategy includes maintaining and improving human connections during business-to-client engagements, as well as offering full business capabilities within one digital platform for complete convenience. Consistent communication, collaboration, and branding becomes essential when maintaining, and even improving, human touch through a digital customer experience.Ĭompanies that undergo digital transformation are creating engaged customers, who are six times more likely to try a new product or service from a preferred business, and four times more likely to have referred a business to others. Connecting with a business through a branded, OneStop app – available over mobile or web – is a strategy that helps to humanize digital transformation by providing a familiar, interactive platform. When customers communicate with a business, they see themselves as having one point of contact, rather than having separate conversations with different people. As the digital world continues to innovate, businesses have made increasing efforts to become more human and personalized through their digital channels. Humanization of the customer experience is another key aspect of digital solutions for businesses and their brand. Offering a OneStop App to customers provides a remote platform that improves the customer experience.ĭigital Strategies Can Improve Human Connection From banking to rideshares, customers should have the ability to simply open an app and obtain the information, service, or product they are looking for – wherever they are, and whenever they need it. Digital experiences should offer clients direct, fast, and efficient access to everything they need from your business. One major aspect of the customer experience is that today's customers are looking for convenience in today’s digital era. In addition to this, 75% of customers expect companies to use new technologies to create better experiences. 55% of customers prefer digital channels and this rises to 68% for Millennials and Gen Z. Improving the customer experience using the digital landscape is imperative for increased retention and growth. These customer expectations are driving companies to adopt digital solutions and pivot their business models to meet the demands of their clients. The customers and clients of today expect to find a complete digital, one-stop experience from the businesses that they interact with. Implementing a Customer-Centric Business Model For businesses to gain and retain clients, they must keep up with the wants and needs of their customers, and this includes undergoing digital transformation to offer a convenient customer-centric experience. In order to meet their clients’ demands and expectations, businesses need to meet clients where they are - not the other way around. Continuous business-to-client communication is necessary for improving the customer experience as we continue to dive further into the future of e-business. Partly accelerated due to the pandemic, the need for businesses to adopt a digital strategy for virtual communication and collaboration has become essential for completing business remotely. The digital world is rapidly evolving, and the consistent progression of technology is influencing customer expectations. Customer Expectations are Evolving with Technology