Digital Customer Experience And Excellence Edu Ppt

Slide 2

This slide provides information regarding the definition of the digital customer journey. It also includes details of why to focus on it.

Slide 3

This slide showcases the critical focus areas to achieve digital customer experience excellence, such as channel flexibility, reachability, service convenience, purchase convenience, easy to use, and personalization.

Instructor's Notes:

Key Areas to Focus on to Achieve Digital Customer Experience Excellence:

·      Channel Flexibility: The customer service team should be able to switch across multiple digital channels (omnichannel) to serve customers seamlessly

·      Reachability: Digital channels shall be 24*7 accessible to customers to resolve their problems, and information available should be consistent across multiple channels

·      Service Convenience: Digital channels must have the ability to provide quick and live support to customers, especially on mobile devices

·      Purchase Convenience: Digital channels must have the capability to conduct safe end-to-end transactions

·      Easy to Use: Digital channels must have an intuitive design and simple navigation

·      Personalization: Customer service agents should utilize customer data to provide a personalized experience

Slide 4

This slide showcases the multilevel digital experience maturity model for business organizations. The key levels highlighted in the model are available, caring, engaging, and driving.