Akshay Sura - Partner
29 Apr 2023
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.
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.
So, how can brands create a seamless and memorable CX in the DXC industry? Here are some tips:
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).
Akshay is a nine-time Sitecore MVP and a two-time Kontent.ai. 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.