Three key areas of modern digital experiences that organisations need to keep an eye on
Article by Empired head of digital, solutions and sales Kevin Miller.
Digital technologies create personalised experiences, streamline critical processes, and increase operational efficiencies. Organisations must be agile and ready to adjust in a changing environment to engage customers and employees.
Using the digital user experience to stand out from the crowd can provide a strong competitive advantage for savvy organisations — but it’s important to focus on the right areas to get maximum results.
A sleek design is no longer enough to deliver a strong customer experience (CX). Only incredible personalised experiences will let organisations thrive. Digital pioneers have set the standards high, so every organisation needs a clear digital strategy to maintain a competitive edge.
Strong CX driven by technology is critical to digital disruption. World-class digital experiences are created by empowering customers to get what they need faster. Customers expect organisations to deliver meaningful, connected services that span across every touchpoint.
Continually evolving to maintain a strong market position is critical to improving business value and experience. Organisations need digital platforms that are flexible enough to pivot at pace and scale with growth.
Achieving exceptional customer engagement means an organisation’s brand, people, technology, and strategy must all seamlessly align. This means choosing platforms that are best for short- and long-term goals and that can also scale with growth. Transforming how people interact with an online platform is no easy feat, but once the business understands users’ goals, the benefits are invaluable.
The COVID-19 pandemic has enhanced customer expectations, and interactions must be built on a solid digital strategy. Delivering modern and personalised digital experiences comes down to three core areas:
Delivering seamless user experience platforms
Connected customers expect to have an accessible and consistent digital journey. Leveraging technology to create complex digital experiences lets organisations build and deploy modern experiences to bolster the omnichannel strategy.
Putting users at the heart of the design lets an organisation get closer to the details. By understanding the customer’s pain points and needs, an organisation can build a strong and engaging experience. A flexible platform will evolve with user trends and the organisation’s own growth for a future-proof strategy.
Providing engaging content at the right time
The omnichannel scope has expanded into new interfaces with new ways that customers interact with content. Organisations need to support digital experiences across multiple touchpoints with speed and agility to reach the right people at the right time.
A powerful content management system lets organisations regain control and increase productivity in internal teams. Leading content management systems empower organisations to build personalised content to move users frictionlessly through the customer journey.
Transforming the e-commerce experience
E-commerce platforms need to support evolving shopping habits and technology to meet new expectations. Online shopping platforms need to be more than just easy to navigate; they need to deliver unforgettable experiences for increased customer retention.
Investing in a holistic digital experience better prepares organisations to support the forever-changing way users interact. Investing in technology, processes, and strategy brings a digital experience vision to life.