As we move away from a world of marketing and move towards one of customer experience management, businesses will find themselves needing to transform in order to meet customer needs and to deliver on the more authentic and personal experiences they seek.
Have you ever purchased something on Amazon so quickly that you have had it sent to the wrong address? Was the process so slick, so easy, so ‘frictionless’ that you browsed, added to basket and checked-out without realising that you had?
There are several key approaches for measuring and reporting on a delivered digital experience. Measuring and reporting on the brand new – or newly optimised – experience is important, as this allows for data-led insights to be applied, that further enhance the digital experience.
The process of pulling together a Digital Experience strategy for a brand is arguably unique, because each client is different. However, there are identifiable DX phases that govern a full lifecycle process, which can create a sense of regularity and structure in the thinking behind creating a strategy.
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