Digital Experience (DX) can span “the range of experiences that people have with an organization’s communications, products, and processes on every digital touch point, from the web and mobile devices through wearables, beacons, and facial recognition” according to CMSwire.
This recent Salesforce report states that customers increasingly expect fluid, seamless, and innovative experiences with companies. In addition, according to Gartner analyst Carol Rozwell, highly engaged employees with easy access to tools they need to do their job are going to provide a better CX (customer experience). It’s clear that the digital experiences of these end-users play an integral role in a company’s overall success and competitiveness.
While every organization’s DX is unique, one fact remains universal: You must get it right in order to compete within your industry and maintain a good reputation among customers and employees.
DX is Everywhere.
it’s 2019 and we live in a digital-first world, therefore most interactions with and within an organization are going to be digital. Posting on social media can obviously be part of DX, but so are PMs and online chats. Checking into an event on a tablet is DX. It’s using a CRM to segment clients, customers, prospects, and partners to launch personalized emails and landing pages. DX is workers collaborating on a company portal.
So, are you delivering the best possible DX to attract and retain customers as well as employees? Rate your DX with these 3 questions:
Does my company deserve an A?
Here are 3 questions you can answer in order to start determining whether your Digital Experience is good, great, or just mediocre:
- Is my company’s digital experience seamless? Find out if your employees and customers ever have difficulty following a sequence of steps to do or find something, whatever that may be. Think of the digital experience as occurring on a massive digital landscape. Do people ever feel lost within a series of interactions? Do they ever end up somewhere—on a web page or elsewhere—unintended?
- Is my company’s digital experience intuitive? Do end-users need to expend more mental energy than necessary when doing or finding something in your digital landscape? Are CTA’s, instructions, or navigation buttons always clear, concise, and accurate?
- Am I using the best technology tools to improve my company’s digital experience? And the follow-up to this: Am I utilizing those tools to their full extent?
How’d you do? Spoiler—even for the straight-A students out there, there will always be room for improvement and there will always be new trends and standards to keep up with. That’s where we come in. Shoot us a message – we’d love to chat 2019 DX with you!