Digital has changed the world. But most of all it has changed customer behaviour. That means whatever our sector, our businesses will need to adapt. But how do we do that and what does a digital first company look like?
the design of the user experience. The last best experience that anyone has anywhere, becomes the minimum expectation for the experience they want everywhere. Bridget van Kralingen, Senior Vice President of IBM Global Business Services
— Desire word of mouth recommendation. — Fear negative online reviews. — Want a wider global audience. — Are increasingly selling based on service and support. — Recognise the value of a good customer experience.
- More recommendations. - Lower customer service cost. - More repeat business. - Lower cost of sales. - Improved brand perception. - Improved brand awareness. - Improved offering. - Lower marketing costs. - Lower product development costs. - New product innovations. - Faster to market. - It differentiates. Opportunities of a great digital experience