5 Checkpoints on the Digital CX Path
By Zoe Nageotte on Oct 15, 2018 9:51:57 AM
It’s a no brainer that customer experience is a top priority for digital companies. It has a direct correlation to increasing overall revenue and business success—86% of buyers would pay more for better customer experience.
Image by SuperOffice
Yet when it comes to operationalizing continuous digital experience improvement, how do you get from where you are now to where you want to be? Closing the gap can be daunting and it is easy to get lost in the growing pile of listed issues, your team spending time and resources trying to firefight each new problem as it surfaces. Clearly, there needs to be a way to prioritize the process and more easily adopt a cadence for addressing each digital friction point. But how do you know where to start?
By working closely with our customers over the years, we have discovered that organizations find the quickest path to digital experience success by tackling one layer at a time—first starting with the lowest hanging fruit. This approach has inspired us to put together a guide that breaks down the process into a step-by-step approach with tips and tricks for each CX focus area. We encourage focusing your digital optimization energies around:
- Finding & Fixing Errors
- Customer Journey Optimization
- Page Optimization
- User Experience Design
By targeting each focal point, modern organizations can provide cross-team alignment and enable a shared responsibility toward digital customer experience excellence. In the coming weeks, we will be doing a deep dive into each of these digital CX areas so be sure to check back for more details!