What is digital CX? The digital customer experience journey

Important stats:

1. 71% of consumers want a consistent experience across all channels, but only 29% say they actually get it.
2. 56% of CEOs said digital improvements have led to revenue growth.
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“To stay ahead of the curve and reap these rewards, you must have a deliberate strategy for measuring and improving digital customer experiences.”

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Other Important Quotes:

1. "Digital customer experience management isn’t about simply managing specific digital channels and ensuring they work well. It also isn’t an effort only marketing or sales should focus on."
2. "Social media monitoring and management tools can help you monitor social media channels and respond to brand mentions. Customer Relationship Management (CRM), live chat, and customer support platforms help your sales and support teams directly communicate with customers and keep track of direct engagements. Customer analytics allows you to track and report on how customers actually use your service."
3. "With sufficient, contextual intelligence on how customers are experiencing your digital customer experience touchpoints, it’s time to find actionable insights to improve those experiences. You don’t have to be a data scientist to do this. You just need the right process and tools."

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