Customers want to engage with a business
anytime, anywhere, and on any device.
Customers want the business to know them
and understand their needs.
Customers want the business to solve their
problem quickly and efficiently.
Customers want the business to provide a
personalized experience.
In this new digital age, where does a company
start?
Tata Consultancy Services suggests that digital
transformation strategies must begin with the
customer experience (CX).
Businesses understand the need to create a
focused and differentiated customer experience -
- one that helps bring in new customers and
keeps them coming back. ROI is not coming from
advertising or marketing. Tata suggests that this
trend is coming from offering a superior,
consistent, and authentic experience.
According to Tata, customers are demanding
better experiences from the organizations they
do business with, and companies must meet or
exceed those demands to be successful.
"Customers expect performance, responsiveness,
authenticity, and consistency in messaging and
tone. The winners will be those companies that
create customer experiences that are better than
their competitors, and more in tune with how
customers want to do business with them."
DEMAND, DELIVERY, DISRUPTION | 4
