How Is Digital Transformation Driving Customer Experience?

Digital technology

It’s no secret that modern digital technologies have changed consumer behavior.

Today, digital technologies, such as mobile devices, artificial intelligence (AI), machine learning (ML), etc., allow users to get quick information about almost everything. In short, consumers are dependent on digital technologies as they have become aware of what they can do with them.

Lately, most B2C and B2B business owners have realized the importance of digital transformation and enhancing the customer experience. They understand that leveraging modern technologies can help them drive new customers and keep them coming back. Most business owners believe that delivering a tremendous customer experience can have better ROI than advertising.

What Is Digital Transformation?

Digital transformation refers to leveraging modern technologies to streamline business operations and deliver tremendous customer experience. Put simply; it’s about revamping business strategies to interact with customers and offer them a consistent experience whenever and wherever they need it.

According to InStride, more than 91% of businesses leverage digital technologies, and 87% of business leaders say digitalization is a priority. Some of the benefits of digital transformation are:

  • Improved data collection
  • Get better consumer insights
  • Deliver a better customer experience
  • Enhance team collaboration with modern tools
  • Increase profits
  • Improve employee productivity

But, how can businesses benefit from digital transformation? Companies that embrace modern technologies in their day-to-day business operations successfully engage with customers. Know that these customers are:

  • Six times more likely to buy a product.
  • Four times more likely to refer your brand to their friends and relatives.
  • Two times more likely to purchase a product, even if your competitor is offering heavy discounts on products/services.

With that said, let’s discuss how to get started with digital transformation.

5 Tips To Get Started With Digital Transformation

1. Define Your Strategy

First of all, initiate your journey by defining a strategy. After all, without proper planning, your business can fall into chaos.

As big tech companies continually introduce new business ideas, new business owners must create a long-term strategy to survive in this competitive digital world.

When you plan your digital transformation strategy, you should ask yourself these questions:

  • Where does your business stand today?
  • Where do you want to reach?
  • How do you plan to achieve your goals?

As a business owner, you need to plan which technologies you can use to enhance your business operations and deliver a better customer experience. For that reason, it is crucial to create a strategy that will reward you with long-lasting results.

2. Understand The Customer Journey

As customers expect businesses to offer them a better customer experience, you need to understand your customers of each segment and optimize individual experiences at every touchpoint.

You need to ensure that no customer ever bounces back at any point of the interaction process.

According to HBR, more than 40% of business owners say that customer experience is their top priority for digital transformation. Know that these digital technologies enhance the customer experience and allow you to create better relationships with customers.

3. Personalize The Customer Experience

Today, most online customers want to feel more valued by a brand. The following tips can improve the customer experience:

  • Being recognized – Addressing your customers by their names play a pivotal role in enhancing their experience. In fact, they are more likely to purchase if a brand recognizes them by their names. You can do this by sending personalized emails and text messages to inform them about a new product/service or seasonal discounts.
  • Being remembered – They are more likely to purchase if a brand knows their purchase history.
  • Offering relevant recommendations – Customers appreciate it when a business shows recommendations based on their previous purchase.

Know that sending personalized messages and emails can do wonders for your organization.

4. Leverage The Power Of Automation

Most customers prefer to interact with computer automation to get quick information about a product/service.

For example, you can use chatbots on your website, which pops up every time a user visits your website. Know that chatbots are available 24/7 and respond quickly to customers’ queries.

Leveraging the power of automation in your digital transformation strategy can enhance the customers’ overall digital experience. However, if you haven’t incorporated automation in your strategy yet, it’s high time to get started.

5. Keep Your Customers Updated

Keeping the customers updated about new products and discounts is a great way to enhance the digital customer experience.

For example, big eCommerce giants like Amazon, Flipkart, and eBay keep their customers updated on what is going on with the product. They keep the customers updated about the payment made, order received, order packed, estimated delivery date, etc.


Digital transformation is set to rule the digital world in the coming years. Hence, it is an opportunity for business owners to leverage digital technologies to enhance customer experience and outrank their competitors.

Initially, the journey would be full of ups and downs. However, when you understand how to implement the right strategies, you can successfully deliver the best customer experience.

To sum it up, following the above-mentioned tips can help you establish better relationships with customers and survive in this competitive digital world.

About the Author

Jacob Davis is a data analyst and strategist working in the Israeli startup tech space for the last decade. Jacob specializes in turning unstructured alternative data into actionable decision-making. His passion is uncovering stories and trends in the digital space and turning data into stories.

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