Saturday, May 15, 2021

Definition of a Successful Digital Experience Management Strategy

As organizations focus on accelerating their digital transformation goals, they need to equally expand their XM efforts.

XM efforts impact the success of all digital deployments, and today, the definition of a
successful digital transformation is defined by how well it meets the developing needs of the people who are involved. Experience Management is a discipline that allows organizations to continuously learn about customer insights, leverage these to target the right people in the right way at the right time, and rapidly adapt to the flow of actionable strategies. As a foundation for impactful XM, here are a set of emerging practices for enterprises to accelerate their digital transformation efforts:

3 Ways to Gain Actionable Customer Insights

Always active listening

Having a digital open door is essential for the brands looking to engage in conversation and keep it meaningful for customers, employees, and partners. It’s crucial to allow people to share whatever they think at the moments they wish to, and in the form that they feel would be appropriate. By providing simple access to on-demand listening posts, across apps, websites, intranets, chatbots, and partner extranets, businesses can discover insights they didn’t even wish to know.

Customer Service – Consumers Demand Human Assistance Instead of ChatBots

Behavioral targeting

Enterprises typically serve up similar feedback requests and notices to everyone. This made sense when companies had little information to function with, but the digital world provides a lot more meaningful and contextual data. By tapping into the context of employees, partners, customers, digital journey, organizations can derive extra actionable insights. Companies should identify what they wish to learn from diverse segments of people at meaningful moments along their digital journeys. These behavior-based requests for feedback are likely to be far more relevant to app and website visitors, making those people more likely to engage.

Quantifying the ROI through Website Performance Analysis

Automated intelligence

In today’s unpredictable climate, there is a short shelf life on insights. Enterprises must enable a system to pivot well based on data to respond to the real dynamics in the marketplace. Considering the volume of data produced in the digital environment, data analytics need to be automated and predictive, while the priority remains in resource management and action-taking. Brands need to leverage customer insights from digital channels to fuel experience optimization, product innovation, and move at lightning speed to ensure that their teams have access to all these insights in near real-time.

Data Analytics – Most Marketers Use Data Strategy for Better Decision Making

Embedded actions

Data without insights remain meaningless, and insight without proper action is pointless. That’s exactly why organizations need to create a robust system of action where teams have easy access to the required insights that empower them to take meaningful and immediate actions.
Most brands rely on their digital CX efforts to track measurements, but leading businesses integrate their digital insights with workflows that are specific for taking actions based on the insights.

Journey-centric analysis

Competition is stiff in today’s omnichannel world – a single view of the customer, one that transcends individual touchpoints remain critical. In order to thrive, every brand must have a single system of record that can combine and effectively maintain operational and experience data across the well-distributed touchpoints, regularly working to build rich profiles that provide insights across each customer’s journey.

These insights enable brands to uncover the moments that remain the most disruptive to the customer and prioritize process improvements based on the impact on key metrics, including repurchase and churn.

Debjani Chaudhury
Debjani Chaudhury works as an associate editor with OnDot Media. In this capacity, she contributes editorial articles for two platforms, focusing on the latest global technology and trends. Debjani is a seasoned Content Developer who comes with 3 years of experience with Fashion, IT, and International Marketing industries. She has represented India in International trade forums like Hannover Messe, Germany.

Latest news

Fast-Growing Fintech Company, Finexio, Announces Appointment of Joe Proto to Board of Directors

Orlando-based "AP Payments as a Service" company Finexio today announced the appointment of Joe Proto, EVP Senior Advisor at Mastercard, to its Board of Directors. Proto brings...

TechPACT Organization Dedicates Mission to Leading the Charge for Inclusion and Equity in the Technology Industry TechPACT

Founded by a group of impassioned CIOs and technology leaders, TechPACT makes commitments to address inequality within the technology space. Founders pledge to reduce...

Investis Digital Partners with DBSA and Mind to Promote Mental Wellness and Support Physical Health

Investis Digital, a leading global digital communications company, announced that it embarked on a global initiative to empower its employees to take charge of...

Wurl Plots Global Expansion with the Addition of Five Media Industry Veterans to Lead Business Development, Content Strategy, and Sales

Continuing to accelerate its growth and expansion in the US and around the world, Wurl, the leading provider of streaming video distribution and advertising services...

FinScan® Unveils Focus, Its Next-Generation, AI-Powered AML Screening Engine

FinScan, a global leader in anti-money laundering (AML) compliance solutions, today announced the launch of its latest screening engine, Focus. FinScan Focus integrates advanced...

The Evolving World of B2B Marketing Strategies

The way forward for B2B marketing is a clear focus on three things-the customers, technology, and of course, the martech stack that works best-...

Related news

Fast-Growing Fintech Company, Finexio, Announces Appointment of Joe Proto to Board of Directors

Orlando-based "AP Payments as a Service" company Finexio today announced the appointment of Joe Proto, EVP Senior Advisor at Mastercard, to its Board of Directors. Proto brings...

TechPACT Organization Dedicates Mission to Leading the Charge for Inclusion and Equity in the Technology Industry TechPACT

Founded by a group of impassioned CIOs and technology leaders, TechPACT makes commitments to address inequality within the technology space. Founders pledge to reduce...

Investis Digital Partners with DBSA and Mind to Promote Mental Wellness and Support Physical Health

Investis Digital, a leading global digital communications company, announced that it embarked on a global initiative to empower its employees to take charge of...

Wurl Plots Global Expansion with the Addition of Five Media Industry Veterans to Lead Business Development, Content Strategy, and Sales

Continuing to accelerate its growth and expansion in the US and around the world, Wurl, the leading provider of streaming video distribution and advertising services...

LEAVE A REPLY

Please enter your comment!
Please enter your name here