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Improved Customer Experience and Customer Confidence

One of the foundational objectives of digital transformation is to foster a shift toward establishing a customer-centric culture, resulting in improved relationships with customers, attracting new customers and supporting all of this via enhanced automation.

Customer-centric solutions have the potential of capturing the interest and enhancing the satisfaction and confidence of customers.

This brings with it several core benefits, including:

  • increasing the speed at which customers are served by reducing the time-to-value of services

  • improving the effectiveness with which services are delivered to customers by enhancing their quality

  • increasing the “warmth” of the customer experience

  • improving customer confidence and loyalty by maintaining on-going relationships with customers beyond individual transactions

Digital transformation solutions aim to achieve these improvements by being designed, from the ground up, with customer-centricity in mind (Figure 4.5), as further explored in Chapter 6: Realizing Customer-Centricity.

Figure 4.5

Figure 4.5 Digital transformation solutions are designed to be customer-centric so as to enable customers to interact with an organization in new ways and to make the customers’ experiences as positive and effective as possible.

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