Customer experience is the new differentiator. If you want to meet today’s expectations for convenience, timeliness and personalization, your back-end processes have to be able to keep up. Learn why digitization is the answer.
Transforming the Customer Experience with Digitization
Getting ahead is no longer just about competing on
product, price or promotion. As digital analyst Brian
Solis puts it,
“Customer experience is the
next battlefield for brands.”
And you can’t go to battle with only a nice-looking
website and a few fancy apps.
Whether your customer downloads a coupon,
opens a bill or reads an email,
beneath the surface of
every customer experience
lies a series of steps.
If you want to give customers the multichannel,
lightning-fast, personalized experience they crave,
back-end steps have to be
just as buttoned up as your
Digitizing your processes transforms
the customer experience in
Three important ways.
Your customers love
being treated as
from the pizza shop that knows their
favorite toppings to a personalized
note from their accountant.
Yet with piles of unstructured,
disconnected data, companies struggle
to make the connections that deliver
How do you unlock
the data and create
a 360-degree view
of each customer?
With a workflow that scans, indexes
and routes documents electronically
that’s tied in to your critical client-
support systems. So you can bring
disparate customer snapshots
together and make 1:1 easier.
More than 50% of companies’
processes are still largely
That’s not ideal if you’re trying to resolve a
customer complaint in the blink of an eye
or send a time-sensitive notification.
*Digitization at Work, Xerox, 2016.
When you digitize back-end
processes and automate
every stage in the customer lifecycle—
from acquisition to growth—flows faster
and with fewer interruptions.
The key: Integrate your printed and
digital processes internally,
so you can deliver a
experience from mobile
to print to email.
The social, digital and physical worlds
have collided, creating an opportunity for
customers to engage with your brand on
the channels and devices they choose.
Only 23% of companies
do multi-channel well.*
*”50 Important Customer Experience Stats for
Business Leaders,” Huffington Post, 2016.
Long story short: If you want your customer experience to
turn brand likers into lovers, look past the sales team, past
that fancy website, past those “cool” apps.
Digitizing your back-office
processes is where it all begins.
For more ways digitization can
transform customer experiences,
check out this blog.
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