Providing a Comprehensive Digital Experience to the Customer Journey
What is a Digital Experience?
The interaction between a customer and a brand through digital technologies is considered a digital experience. The digital experience can be in the form of websites, e-commerce sites, social media, mobile apps, or smart devices, with mobile devices being among the most dominant device. Today’s customers have expectations that their brand experience has consistency throughout channels, with relevant touchpoints at every step of their journey. It’s essential to consider the digital experience as part of the complete user experience, customer experience, and even employee experience.
The Importance of a Digital Experience
A buyer’s journey can start and finish within the digital landscape, so developing a complete digital experience that recognizes customer care is even more critical. The ever-growing total of digital touchpoints has made the digital experience difficult in management. Synching communication across target customers’ preferred channels, let alone identifying those channels, can be a challenge. Yet, for those who succeed, the digital experience can help attract new shoppers, make your business stand out, and motivate shopper loyalty. As shoppers have short attention spans, a seamless, personalized digital experience can retain their attention.
Enhancing the Customer Journey through AI
Today’s enterprises are reaping the rewards of Artificial Intelligence (AI) in the digital experience. Two areas that have benefitted through AI-based applications have been customer service and marketing. In customer service, AI streamlines the process of customer service occurrences through intelligent advisors that facilitate agents and chatbots. AI in marketing has brought a more automated and personalized interaction within the buyer experience.
Popularity of this technology is predicted only to increase further. Predictions indicate that 70% of customer engagement will entail using innovative technologies, including machine learning apps, mobile messaging, and chatbots, up from 15% five years ago.
These innovations have impacted the customer experience for the better regarding customer service, sales, and marketing.
Chatbots are the Future
Researchers believe the implementation of chatbots has only just begun and predict that by 2027 the worldwide Conversational AI Market will reach over $18 billion due in part to the transformation of ways omnichannel is used and the economic costs of chatbots. Chatbot applications are highly significant for customer support, as chatbots simplify and expedite information searches while supplying exact and customized responses.
Nowadays, visitors are not required to search a business website for information. Instead, they engage with a chatbot interface similar to others they’ve previously used. Connected to the company database, the bot gleans directly from the client’s data, providing a personalized answer. Not only does this improve customer satisfaction, but it also enhances customer relationship management by relying less on human consultants.
Satisfaction of company personnel is another chief element for delivering a superior buyer experience. Many companies implement chatbots for answering their employees’ typical questions while freeing time for the HR department to focus on more critical tasks, boosting buyer satisfaction.
AI in Automating Marketing
These analytics also profit direct-to-consumer brands by assisting them in customizing their communication and messaging. Gaining new customers means being acquainted with them individually through understanding and predicting their needs. To keep their customers, businesses must provide a quality of service that generates customer satisfaction, accomplished through AI.
Sales Benefits of AI
Numerous seasoned sales reps may argue that AI is not necessary for success. Yet, a portion of each sales team usually underperforms for a period due to lack of experience, being newly hired, or having an overwhelmingly large sales territory. AI apps that will conduct a team with intelligent advice to center on the most beneficial prospects at the precise time can make a considerable difference. As the territory increases, the more productive this intelligent assistance will become.
Today’s businesses must make digital experiences a priority to keep relevant and competitive in their industry. Companies still relying on traditional marketing methods will have to catch up with leading competitors who’ve already embraced the technology. Current marketplace leaders must continue seeking and implementing the latest digital technologies, increasing their power to provide the experiences their audience will expect.