Digital Strategy: Reinvent your customer experience

In the formative years of a digital transformation journey, customer experience is the primary source of derived business value, as organizations see value in deploying strategic digital initiatives to augment and improve every customer interaction, with the goal of increasing customer growth and retention. Customer experience is followed closely by cost reduction, as organizations are continuously looking for opportunities to leverage technologies for increasing process efficiency, improving decision making, and automating more tasks. "As per a recent Gartner survey, by 2020, at least 40% of people will interact primarily with people-literate technologies, removing much of the perceived need to invest further in improving computer literacy. Additionally, virtual private assistants (VPAs) and voice response systems, such as Alexa, Cortana, Google Assistant, and Siri, are increasingly becoming the norm for consumer interaction with search engines, along with many other services that would previously have required interaction via web browsers." In the subsequent section, we will go through a few use cases that are now being increasingly deployed across industries to unlock untapped customer value. Additionally, we will see that how some of these use cases are industry agnostic, and can be implemented across other industries with minor tweaks to augment customer experience.