3 Major Changes Occurred in Customer Experience due to the Digital Transformation of Business.

Digital Transformation defines as the changes that digital technology causes or influences in all aspects of human life. For the longest time, Customer experience was measured and implemented mainly considering the in-store (Physical) interactions. But with the digital transformation, customers are driving the buying process using social media platforms, websites, blogs etc. Most businesses had to close down or either went bankrupt because they were not agile enough to change their business models. As I have experienced, there are some major changes which took place in customer experience due to the Digital Transformation.

1. Engaging user experiences.

Transforming the customer experience is at the heart of Digital Transformation. Customer expectations are connected to their trading experiences. User experience includes customer’s experience using a device on its practical aspects such as user friendliness and efficiency. In today’s world, online channels are playing a crucial role in creating perceptions of the brand. Apple and Google have led consumers to expect a digital service experience regardless of platform or service provider (Lester, 2017).

Consistency is the most important factor in user experience. Most companies nowadays are investing in user experience tool and processes including…