The Importance of Customer Experience (CX) in the Digital Experience Composition (DXC) Industry

Akshay Sura - Partner

29 Apr 2023

Share on social media

Customer experience (CX) has emerged as a critical differentiator in the highly competitive business landscape. In the digital experience composition (DXC) industry, CX is pivotal in creating engaging and personalized digital experiences that delight customers and drive business results. Let's explore the importance of CX in the DXC industry and offer tips for creating a seamless and memorable customer experience.

What is CX, and Why is it Important?

CX refers to a customer's overall experience with a brand or organization, from the initial awareness stage to post-purchase support. CX encompasses every customer interaction with a brand, including digital experiences such as browsing a website, using a mobile app, or engaging with social media content.

CX is important for several reasons. First and foremost, it directly impacts customer loyalty and retention. Customers who have positive experiences with a brand are more likely to become repeat customers and brand advocates. According to a report by Salesforce, 76% of customers say it's easier than ever to take their business elsewhere, and 64% say the customer experience is more important than the price. In other words, CX can make or break a business.

Secondly, CX is closely tied to business performance. Brands prioritizing CX tend to see better financial results, including higher revenue and profitability. According to a report by Forrester, companies that excel at CX grow revenue 4-8% above the market average. In addition, CX can drive operational efficiencies and cost savings by reducing customer churn and support costs.

Creating a Seamless and Memorable CX

So, how can brands create a seamless and memorable CX in the DXC industry? Here are some tips:

  1. Understand your customers: To create a great CX, you need to understand your customers' needs, preferences, and pain points. Conducting customer research and gathering feedback can help you gain insights into what your customers want and expect from your brand.
  2. Personalize your digital experiences: Personalization is key to creating a memorable CX. By leveraging data and analytics, you can deliver personalized experiences that are tailored to each customer's interests and preferences. This can include personalized product recommendations, content, and offers.
  3. Design for usability and accessibility: Usability and accessibility are critical components of CX. Your digital experiences should be intuitive and easy to use, with clear navigation and a consistent design. In addition, you should ensure that your experiences are accessible to all users, including those with disabilities.
  4. Use automation and AI: Automation and artificial intelligence (AI) can help you create more efficient and personalized CX. For example, you can use chatbots to provide quick and responsive customer support or AI to deliver personalized product recommendations.
  5. Measure and optimize: To continuously improve your CX, you must measure and analyze your customers' interactions with your brand. By tracking metrics such as customer satisfaction, conversion rates, and engagement, you can identify areas for improvement and optimize your digital experiences accordingly.

In the DXC industry, customer experience (CX) is critical to creating engaging and personalized digital experiences that drive business results. By understanding your customers, personalizing your experiences, designing for usability and accessibility, using automation and AI, and measuring and optimizing your CX, you can create a seamless and memorable customer experience that sets your brand apart from the competition.

If you have any questions or concerns, please get in touch with me. (@akshaysura13 on Twitter or @akshaysura on the Digital Experience Community Slack).

Sign up to our newsletter

Share on social media

Akshay Sura

Akshay is a nine-time Sitecore MVP and a two-time In addition to his work as a solution architect, Akshay is also one of the founders of SUGCON North America 2015, SUGCON India 2018 & 2019, Unofficial Sitecore Training, and Sitecore Slack.

Akshay founded and continues to run the Sitecore Hackathon. As one of the founding partners of Konabos Consulting, Akshay will continue to work with clients to lead projects and mentor their existing teams.

Subscribe to newsletter