Today, business leaders see seamless and ‘aha’ experiences as the bedrock of their growth strategy. To get good at the customer experience (CX) makes eminent sense given the diversity of customer issues that we face today – emergency, utilities, financial, or psychological needs.

1. Digital Customer Experience
Strategy 2022: Five Key Areas to
Focus your Efforts

2. Creating innovative,
empathetic
experiences across
omnichannel forges
long-lasting
relationships with
customers. Forrester
predicts pandemic to
have boosted digital
customer service
interactions by 40%.
Today, business leaders see seamless and ‘aha’
experiences as the bedrock of their growth strategy. To
get good at the customer experience (CX) makes
eminent sense given the diversity of customer issues
that we face today – emergency, utilities, financial, or
psychological needs.

3. In a volatile economy, where every possible micro-
landscape (work or business) shifts without notice, all
‘customer-roads’ lead to one value: Purpose. From
workers seeking existential meaning, and activists
holding lawmakers accountable for far-ranging issues of
climate sustainability, equity, diversity, and inclusion,
brands are rewiring their marketing and CX functions to
reflect purpose in more profound ways. After all, the
race to serve, satisfy, and delight customers are
genuinely on.
Over a tumultuous 24-month period, while companies
have double-downed on money and efforts to create
digital and data powerhouses, the tenuous linkage of
technology with Digital customer experience must be
clarified.

4. At the heart of CX are three basics – ‘SEE’ – success (did
the customer get what he/she came for?), effort (was
the process friction-free?), and emotion (did the
exchange elevate?). The seemingly effortless elements
do not explain that progressive organizations still miss
the mark. Global CX trends report that when
experiences don’t meet expectations, the collective
losses accumulate to as much as $4.7T annually.
Let’s state two basics before elaborating on broader
aspects of CX transformation.
1.The customer is on 24/7. The businesses also need to.
2.User experience journeys are rife with lost
opportunities due to empathy. That has to change.

5. Designing stellar CX Strategic Journeys
A winning CX strategy that brings customer delight must
be constructed methodically.
The outside-in perspective
begins with awareness. As a
customer searches for a
brand, product, or service
online, brands need to test
and create intuitive
workflows.
The better an organization understands how customers
engage, their intentions, and desired outcomes, the
more meaningful will be the discovery process. Next in
designing a CX strategy comes the critical step of
competitor evaluation. After all, we are all comparing all
the time.

6. Around this time, a clear definition of success (for
example, the customer acquisition costs, conversions,
cost to serve) has to be agreed on and communicated
across the associated departments of sales, marketing,
product, operations, and customer services.
From profiling points of differentiation across
channels, optimizing SEO, managing media, and
engaging influencers for the company’s authentic side
to shine through, the focus is to win the perception of
quality in customers’ minds.
Apart from laying down industry-leading conflict
resolution practices, finally, designing a CX strategy
necessarily is to work on levers that convert buyers to
advocates over time. Fostering customer loyalty and
advocacy, primarily through social media, not only
nurtures positive brand sentiment but is also about
generating valuable real-time insights.
In 2022, focus on these five focal areas for elevating
CX.

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Original Source: https://maveric-systems.com/blog/digital-customer-
experience-strategy-2022-five-key-areas-to-focus-your-efforts/
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