A digital experience takes place when a customer has an interaction with an organization exclusively through digital technology. The world was already heading in an increasingly digital direction, but in the wake of COVID-19, as more and more teams and organizations have been working remotely and relying on technology to power their workflows, a strong digital customer experience has never been more imperative. What are some steps you can take right now to maximize your digital experiences? 

  1. Invest in strong customer experience software

In order to ensure that they’re providing the best possible customer experience (or CX), companies need to prioritize their customer experience platform — cheaper one-trick-pony solutions won’t cut it. A strong CX platform will offer personalized options to the customer, ensure that their information is secure, and offer quick and reliable self-service when needed. Advanced data collection and machine learning personalization solutions included in a CX platform make a well-rounded solution crucial to invest in.

      2. Provide a secure platform

When providing secure personal information such as a bank account or patient ID, customers need to be sure that private and personally identifiable information is handled safely and securely. Though customers are generally willing and enthusiastic to engage in convenient digital experiences, the major data breaches of recent years still leave plenty of consumers understandably skittish about providing organizations with personal info. According to data gathered by Lift361, “strong security increases overall customer satisfaction from 13% to 40%, and customers have shown they are willing to spend more with companies they trust to protect their privacy and data.” Ensure that your tech has personal security measures in place and be transparent with users and prospects about just how safe they can feel using your platform.

HCL Digital Experience is one of the most secure solutions out there, trusted by 8 out of 10 of the world’s largest banks

 

      3. Make sure your solution “plays well with others”

Excellent digital experiences are ones where the user- or customer-facing experience may look and feel simple — but the back-end systems and processes might actually be very complex. Think databases of health and patient data, bank and financial transactions and accounts, government entities who need to share information or resources. These are the kind of transactions millions of people rely on every day to get about their daily lives. And many of the back-end systems are legacy systems — or don’t run in the same operational ways and business processes as others.  Being able to bring these disparate and varied pieces together and deliver a unified, seamless, and even single-sign-on experience is what separates success and customer satisfaction and confidence from brand erosion and mass exodus to a competitor. Learn more about what to look for when you need to digitize business-critical processes here.

Another part of complexity that comes with delivering digital experiences is understanding who’s visiting and what they are doing. This data is part of what you need to know before you can deliver better, faster personalized experiences. The best solutions have analytics included, so that you can analyze and optimize with tools that offer “struggle” detection and resolution (for better, more personalized digital journeys), behavior insights (capturing and analyze site visitor behavior), and business analytics (so you get visibility into business impact and can improve experiences). The best solutions also let you scale, without compromising security, integrity, nor user experience.

      4. Optimize your digital experience management process

DX management is the process of monitoring, assessing, and acting on your digital customer interactions. A strong digital experience platform will make sure your team members can keep track of each customer interaction — where are they in their journey? How often do your emails reach them? Have they expressed any frustrations working with your organization? DX management software should be able to:

  • Personalize interactions 
  • Gather important customer and customer-journey data 
  • Categorize, deliver, and adjust based on those important data points and analytics 
  • Scale your CX as your business grows
  • Flag customers that are at risk of churning

      5. Provide omnichannel capabilities

It’s very likely that customers will use multiple channels to interact with your organization, like mobile, desktop, and even voice. Ensure that any action completed on one channel is automatically reflected on other channels, and make sure that your website is optimized for mobile. Customers should be able to click a link from an email on their email app, for example, and be seamlessly transferred to your site where they can easily complete their purchase. Make sure that large image assets or text blocks aren’t slowing down your site’s mobile loading.

      6. Make sure you offer flexible deployments — including the cloud

With more and more businesses moving their digital experiences to cloud-based deployments, it’s crucial to carefully evaluate their current implementations and create a cloud strategy and path to getting there — and get the boost of cloud for driving transformation and differentiation. Organizations need to be flexible about their journey to the cloud, since there can be challenges inherent in migration mission-critical functions and workloads. The new hybrid-cloud support in solutions like HCL Digital Experience, means you can get the benefits of cloud — but preserve the value of existing on-premises investments and deployments — to help “future proof” digital experiences. 

See also: 4 Features of a Cloud-Native Digital Experience

Investing in a stand-out DX solution like HCL’s Digital Experience is more important to businesses than ever, and that importance will only increase in the coming years. Schedule a free workshop with us to learn more about exactly how our DX software will best help your organization. 

Learn More  Schedule A Free Workshop
Comment wrap
Further Reading
article-img
Digital Solutions | April 15, 2021
Digital Tools to Transform the Employee Experience
Every successful company invests in customer experiences, but far fewer are making the kind of investments in employee experiences that truly matter. As companies add more and more applications to support their business and customers, employee experiences can be neglected — even though now the need has never been greater. Digital platforms and tools are an essential component of an effective business to employee (B2E) strategy. An employee experience is the sum of interactions and exchanges an employee has within their company — both personally and organizationally. How an employee perceives his or her journey through all the touchpoints within the organization matters. A lot. Why? Because employees are the true drivers of your business and the better the employee experience, ultimately, the better the customer experience. A Gallup study found “that companies with highly engaged employees outperform their competitors by 147% in earnings per share,” and that highly engaged employees are energized through an exceptional digital workplace. Businesses are also seeing a cultural shift with new norms and expectations from employees. Add to that the recent pandemic, which has accelerated the use of digital tools and driven the need for companies to invest in digital platforms like never before. As employee demands and outside pressures continually grow, companies can’t afford to ignore these expectations if they want to attract and retain talented employees and teams. Employee portals are key to improving the overall employee experience. Whether it’s an employee searching for IT support documentation or taking an eLearning class online, these B2E portals offer the opportunity for businesses to radically improve the employee experience. You first need to understand why your employees would be using intranet portals. Are portals used to collaborate with other employees, search for answers to common questions or just necessary for getting work done? Gaining...
article-img
Actionable Insights Now Part of HCL Digital Experience
HCL Digital Experience is a proven platform – purpose built and trusted by enterprises worldwide – for the demanding needs of an organization’s business-critical digital experiences. It provides a secure personalized experience integrating content, data, applications and processes from a variety of systems into a singular experience. Doing and delivering all this can be complex – that’s where HCL Digital Experience helps.  Part of the complexity comes from understanding who is on your digital property, what they are doing there, and how you can make the experience better, faster and more personalized with the data you have. Our new seamless integrations with powerful new analytics capabilities via Unica Discover and Google Analytics help organizations deliver more relevant experiences to all of their audiences and can lead to improving conversion rates by 85%.  Plus, enhanced integration with HCL Commerce provides a complete solution across the customer journey providing rich insights behind the login.  HCL Unica Discover HCL Unica Discover is an analytics platform that empowers marketers to capture, replay and visualize individual online user experiences to better identify how they can improve their digital experiences. Easily analyze and optimize your HCL Digital Experience customer journeys with the following capabilities from Unica Discover:  Struggle Resolution: Detect and address user struggle in real time with session replays.  Behavior Insights: Improve user experiences through capturing and analyzing behavioral data. Business Impact Analytics: Gain better visibility into business impact and opportunities for improvement.  This provides a more complete and actionable view of customer journeys across all your digital channels. This helps to ensure a consistent experience, every time, driving better conversion rates, customer satisfaction, and customer retention.  Google Analytics Google Analytics (GA) is a web analytics service that helps marketers track, report and analyze in-depth detail about website visitors. HCL DX has streamlined the configuration setup with GA to save time and development resources.  Now Marketers have the insight they need to make better decisions built into their DX instance, and share the right content, to the right...
article-img
Cloud Native, Digital Solutions | February 15, 2021
Your Digital Experience Should Evolve with You
With deep integrations and a history of rock-solid reliability, see how HCL Digital Experience has evolved into the industry’s most robust cloud-native platform. Our top global digital agency firms tell us, “it’s much harder for DX platforms that support the anonymous user experience to bridge into the known user experience and integrate everything “behind the login.” HCL DX at the core shines by bringing all those applications and processes to life with relevant content that completes the customer journey”. It has been only 18 months since HCL acquired IBM Digital Experience, the longtime DX platform that is the leader across every analyst report in this space. We are incredibly proud of the progress we have made in advancing the technology to new heights — making the user experience more intuitive, providing modern tools for developers, and giving administrators more flexible options to deploy new capabilities 10x faster than before, whether in their on-premises environment, in the cloud, or in a hybrid cloud environment. We have come a long way, and the journey continues! When you are a leader, the competition can get fierce. Let's set the record straight. REALITY: Far from it. Our proven legacy in digital experience for decades has established deep trust from prospects and customers alike. Our eye for innovation has not been stifled as a result of our traditional systems and has in fact been accelerated since joining HCL. In the last 18 months, we have increased our engineering headcount by triple digits worldwide, and this trend will continue as we look to continue to build innovation our clients need. We have undertaken a continuous delivery model and have delivered 11 new releases since July 2019 and we have been recognized as the LEADER in the SPARK Matrix for DXP.   REALITY: Wrong! We have recently...
Close