How to put the customer experience at the heart of the digital acceleration journey

Technology underpins almost every aspect of 21st-century life: from work, to managing personal finances and shopping, to connecting with loved ones and scheduling doctor appointments.

With the advent of AI, Web3 and 5G, technology will become even more integrated into our private and professional lives and digitization will no longer be negotiable for companies in the region.

A recent study found that around 70 percent of Singapore businesses have plans to increase their adoption of new technologies to improve operational efficiencies and enhance the customer experience. While this is undoubtedly a step in the right direction, businesses should keep in mind that today, customer expectations for the products and services they interact with are changing faster than ever.

Customers are becoming more tech savvy, and with a better understanding of technology comes a lower tolerance for poor customer or user experiences. While most companies have implemented one-off digital transformations, many have realized that this method does not optimize the current infrastructure to take advantage of new technologies and take full advantage of them. Instead, an interactive approach is required, and organizations must implement digital acceleration as an ongoing process.

Here are three ways businesses can ensure they’re delivering the kind of service modern customers are looking for:

Outside-in thinking

Customers are increasingly demanding seamless digital experiences, and technology players in the region are taking notice. Currently, 59 percent of APAC companies are investing more in customer experience management to meet new expectations. In this new digital battlefield, companies that are able to create new experiences that meet customer needs while fostering loyalty and advocacy will come out on top.

Also Read: How to Apply the Right Engagement Model to Delight Your Customers

Businesses need to consider customer expectations at every stage of their business processes, from initial idea to final delivery. An effective way to do this is to take an “outside-in” approach, looking at a business from the customer’s perspective. Digital processes, tools, products and key decisions are then based on what is best for the overall customer experience.

Use data to deliver personalized experiences

Data is the fuel of the digital future, and companies are increasingly using it to gain better business insights and provide more personalized customer experiences. In a rapidly evolving digital environment, easy access to user data enables tech players to keep up with real-time consumer trends to make better decisions. In fact, 94 percent of Singapore companies have increased their use of business analytics to make better use of available data and improve decision-making.

According to Meta and Bain & Company’s annual SYNC Southeast Asia (SEA) report, the region is far ahead of its peers when it comes to fintech and Web3 adoption, including Metaverse-related tools.

Customer acquisition and retention are essential to increase market share not only locally but also in the region. With Southeast Asia leading the way in adopting such future technologies, companies should embrace various technology solutions, including martech solutions.

These can be integrated into existing digital infrastructures, and systems can support marketing teams to reach different customer segments when companies want to expand. The better companies understand their customers, the more accurately they can predict what they want, innovate products, and work towards an omnichannel experience that is more relatable to customers.

Create an agile environment to keep up with changes

To survive and thrive in today’s fast-paced marketplace, organizations must be flexible, adaptable, and proactive. The rapid development of the digital environment has also demanded faster and more effective deliveries of high-quality and innovative products. This means that agility and adaptability are essential for technology companies to continue to deliver value to their customers, whose needs and priorities are changing faster than ever today.

But despite the current wave of technological disruption, a new global study by Harvard Business Review Analytic Services found only 30 percent of APAC companies are prepared for unexpected change.

Customer experience should be at the heart of every technology company’s digital acceleration strategy, with implemented agile processes and systems that can quickly adapt to the ever-changing demands of the modern customer.

Organizations should also consider working with the right partners to accelerate adoption of emerging digital technologies. Incorporating expertise to build a digital acceleration strategy can also help organizations free up resources that can be used more efficiently.

Ultimately, it is crucial that companies can quickly adapt to evolving industry landscapes. Developing tailor-made solutions to offer customers the best possible experience can make all the difference to a successful digital strategy.

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How to Put Customer Experience at the Center of Digital Acceleration appeared first on e27.