The ultimate goal of digital transformation is user experience. So in order to meet the demands of the digital age, focus on your consumer and the user journey. Map out the entire customer journey, and then determine how going digital can make each touchpoint an improved and more efficient experience.
Transform the user experience into one that is positive, consistent, and available anytime, anywhere. Customers are looking for increased technological capabilities, ease of use, and responsiveness. If the experience doesn’t align with their needs, they’ll be quick to turn elsewhere.
More than 40% of spending on digital transformation today comes from customer targeting and engagement use cases, such as more personalization, targeted promotions, and omnichannel experiences.