01-06-2021, 11:16 AM
Digital customer experience management is understanding how people interact with your brand online. Organizations today must find a way to create emotional connections with their users on their mobile devices, let their customers provide feedback, and respond to those issues. The term Digital customer experiencerefers to the sum total of all the online interactions a customer has with your brand. It may start with your company website but could also include mobile apps, chatbots, social media, and any other channels where the touchpoint is virtual. As the move toward an all-digital world accelerates, the majority of customer experiences will be delivered through online channels, where it’s more difficult to gauge sentiment and interpret reactions. Whether you’re on the frontlines interacting with customers, or behind the scenes focused on the enabling technology, learning what works, fixing what’s broken, and crafting a digital customer experience with clarity and intention should be top-of-mind for every marketing team around the world.