Interesting article from Forbes, I picked out a couple of the key facts for further discussion.
The Move to Digital
56% of CEOs said digital improvements have led to revenue growth. *Gartner
The link between a digital customer experience, increased internal efficiencies and increased revenue are becoming clear. After all the customer is king / queen and they will vote with their wallet.
34% of companies have already undergone a digital transformation. *Smart Insights
When you dig a bit deaper the facts are a little different: only 10% have completed a digital transformation and another 24% have started one. A massive 35% have no plans at all.
The Consumer Experience
Two-thirds of global CEOs will start focusing on digital strategies to improve customer experience by the end of 2019. *Seagate
This seems a tad optimistic given that 35% currently have no plans for digital transformation (see earlier). If companies are only focusing on the customer facing aspects then it might be achievable, but this then leads to issues with providing the right level of service to the customer, through legacy internal processes.
75% of consumers are more likely to make a purchase from a company that knows their name and purchase history and recommends products based on their preferences. *Accenture
72% of customers expect companies to know their purchase history regardless of what method of communication they used, such as chat, phone or email. *NICE
Customer intimacy and knowledge of your buying history is one of the most powerful weapons a company has. Moreover the customer demands that you know and provide them a personalised experience.
71% of consumers want a consistent experience across all channels, but only 29% say they actually get it. *Gladly
9 out of 10 consumers want an omnichannel experience with seamless service between communication methods. *UC Today
This is the real customer driven challenge, delivering on that full omnichannel experience. Those companies that have mastered this will grow fastest and keep the greatest share of the market place.
The Bottom Line
Digital Transformation and Digital Customer Experience continue to build, but still have a long way to go.
Read the full article and see all 40 Stats collected by Blake Morgan at Forbes