I don’t need to tell you why it’s important to have a good digital customer experience. I would hazard a guess that it’s commonly accepted. With customers expecting instant responses and to communicate through channels which they commonly use (like Facebook Messenger for instance), companies can’t afford not to implement a digital customer experience.
Whether you’re thinking of digitalising the customer experience with a new CRM, live chat, or artificially intelligent digital assistant for example, before deciding what digital means to adopt, I think it’s important to confirm the goals that the technology needs to achieve.
Here’s a short checklist that will help you navigate your way through implementing a better digital customer experience.