In the previous blog post, we talked about the importance of a viable customer experience strategy in a company’s overall digital makeover. Following up on that, in this post, we talk about how to engage in customer experience management through digital means.
Digitization is no more an opt-in endeavor and digitizing various organizational practices and responsibilities is a matter of staying competitive in your business field. Human resources is no different. In HR, practices have been transformed as a result of digitization practices, while others have arisen in consequence.
Digitization is no longer an option but has become a necessity. In an increasingly competitive market that has transferred much of its processes to digital platforms and social networks, having an online presence is, without any doubt, a prerequisite for business success and optimal market positioning.
While most industries were characterized by steady growth at the beginning of the last decade, many companies now face a new situation for years involving stagnation of growth, declining margins and increased customer requirements and expectations.
Today’s CMO is responsible for selling experiences, not just products. Two-thirds of our respondents regard developing deeper, richer customer experiences as their top marketing priority.