How Will Digital Transformation Impact Customer Experience

4 min readJun 1, 2022

Digital transformation involves using technology to create new business processes or modify an existing one, thus impacting the business and work culture as well as the customer experience.

The new generation of customers or the millennials demands more and that too at the right instance. Thus it is of paramount importance that an organization has embraced the speed and efficiency that lets them address the requirements on the fly.

Digital transformation by serving as a fulcrum of a multitude of digital technologies enables an organization to embrace the agility needed to address the requirements. As per Mckinsey, a customer experience digital transformation can increase the revenue of a company by 20 to 50 percent.

Impact of Digital Transformation on Customer Experience

1) Personalization

As per a report by Gladly, 84 percent of the respondents opined that they are happy to spend more for services that offer personalized customer experiences.

About 77 percent of the respondents opined that they will recommend a brand to their friends if it provides personalized services.

This is one of the best indicators that highlight the relevance of offering personalized assistance to customers. Using data analytics solutions can help an organization gain key insights about its customers and identify and study their behavior and purchasing patterns.

This can enable an organization to offer better-personalized services to its customers. Digital technologies enable an organization to provide personalized service to customers without consuming any additional cost overhead.

Most large-scale service providers use personalization tactics; product recommendations based on browsing history and tailoring the contents and web pages based on the customer behavior and expectations.
Technologies like AI are taking personalization to the next level enabling an organization to offer services that are highly relevant to the customers

2) Automation Capabilities

One of the principal driving factors to the adoption of digital technologies is its capability to offer a refined experience to the customers. Most commonly used automated solutions nowadays are interactive voice assistants, automated emails, self-service help support solutions, chatbots, etc. Automating customer service operations can help a business to offload the amount of work on its customer agents.

Apart from providing a refined experience to the customers, automation capabilities can help a business significantly reduce its cost overheads. According to a McKinsey report, businesses that deployed automation capabilities for customer service solutions could save up to about 40 percent on the service costs.

Automation thus acts as a one-stop solution that is used to provide an enhanced experience to the customers, offload the additional cost overheads, and relieve the burden on customer agents thus directing their time and energy for more productive work.

3) Mobile Experience

Smartphones have tremendously affected the lives of every human. It is impossible to imagine a life without mobile phones. Mobile serves as a one-size-fits-all solution that is nowadays used by people to do a wide variety of tasks such as ordering food, doing online shopping, making financial transactions, etc.

So it is to be ensured that the websites and other applications of an organization are optimized for mobile platforms so as to offer a renewed customer experience. A study by Statcounter reveals that customer reliance on the desktop has been declining and mobile now accounts for about 52 percent of the internet traffic.

Mobile has facilitated an influx in online shopping, voice search requests, product reviews, etc. Most businesses are nowadays making huge investments in this direction due to the increasing reliance on mobile for offering a wide range of services.

4) Real-Time Guidance

Digital transformation paves the way for an organization to offer a real-time experience to its customers. Most of the organizations that offer technical products and solutions now leverage on-screen interactive solutions that help assist the users to traverse through each step of the installation, configuration, usage, and management of the applications.

Customers need better and faster navigation through your applications and websites. Proper guidance is the key to overcoming the complexities of the products. If you are not able to properly guide your customers, they are sure to leave you.

You can leverage the use of on-screen solutions, virtual voice assistants, and animated solutions that could be used to guide your customers as well as walk them through the different stages within your applications interactively. Real-time support and assistance strategy also make a customer feel valued.

5) Refine the Customer Experience

The world is facing a data explosion. Technologies like cloud computing facilitate a business to leverage data warehousing capabilities that enable them to leverage potential associated with unlimited storage. Unlike the yesteryears when phones served as the bridge between customers and an organization, now we have multiple solutions that enable customers to make an instant reach out to the organizations.

In fact, the better the engagement provided by a company’s website the higher the chances that a customer will take an appropriate call to action. But you aren’t fully done once a customer experience platform design is launched. It is equally important to garner customer feedback and incorporate their insights. Here customer data analytics solutions can serve to be of critical use. Thus improvising the customer service operations in accordance with their expectations will fetch an organization better returns.


Customer service is one of the most critical operations in any business. Customer experience has reached new levels with the emergence of digital and other disruptive technologies. Digital transformation enables an organization to redefine the operations of its customer service and offer its customers the best class experience.

Activelobby provides Enterprise digital transformation services to organizations that are looking to get into the world of digitality. We offer AI, cloud migration, application modernization, and enterprise mobility solutions as part of our digital transformation services. We offer a scalable service that lets us orient ourselves with your business needs. We also provide 360-degree support and assistance to our clients.

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