5 Ways Digital Transformation Drives Customer Experience 

Learn to embrace digital transformation as your method of communication in marketing because it drives customer experience online.

digital transformation

Photo by Campaign Creators on Unsplash

In the modern oversaturated consumer market, the companies that embrace digital transformation are far more likely to stay afloat, remain competitive, and grow over the long term.


Because technology drives business efficiency and output, but it also drives the consumers towards positive outcomes and guides their decision-making processes. By investing in digital transformation, you are investing back into your own company and improving internal processes, but you are also setting the stage for elevated customer experience now and down the road.

Making internal processes more efficient and effective will directly and indirectly elevate customer experience, lead generation, and conversions. On the other hand, digitally transforming your customer-centric departments like marketing, sales, and web and landing page design is a direct way to improve their experience with your brand and inspire them to become your loyal customers. 

There is no denying that digital transformation is paramount to success and growth nowadays. However, if you’re still on the fence, here are the top reasons why you should invest in it and how to do it to maximize the potential of technology for your business.

The importance and potential of personalization

If there is anything that digital transformation allows businesses of all sizes to achieve, it’s higher levels of personalization across the board. From communication to marketing, from sales to customer support and pieces of code that optimize web content for every customer, the level of personalization made possible by technology is higher than ever before. This is a big deal in the modern business world, because the digital customer nowadays wants and needs a highly personalized experience.

digital transformation

Image source: Corra

The more you personalize the website experience, make your emails unique to the customer, address their specific needs throughout the sales process, and show them the content they truly care about, the higher the chances of a positive outcome. This is why implementing smart CRM software and data analytics to collect and collate vast amounts of customer data is so important, as rich customer data allows you to generate hyper-personalized campaigns.

The impact on automation software on CX

Over the years, automation has evolved from being a fancy new word the executives use to a global movement. Nowadays, automation stands for a myriad of software and hardware solutions that aim to elevate efficiency, minimize risk and cut costs, and create a more productive and rewarding environment for employees and customers alike. You can automate entire departments or specific processes and repetitive tasks, and today you have an automation solution for every department and every need.

That said, many business leaders tend to focus solely on the internal benefits of automation. In reality, automating certain processes will invariably raise CX by lowering customer effort and guiding them to the right outcome. Just one example is the integration of chatbots into the support, sales, and communication systems. 

By interacting with an automated chatbot, customers can get a quick fix to their problem, obtain relevant information, or place an order without ever having to talk to a real person. The added benefit is integrating chatbot technology into your social media as well, so that people can buy through different online channels quickly.

chatbot stats

Image source: SmarterCX

Aligning business objectives with IT to improve CX

IT systems are nowadays the backbone, the foundation of business success. Everything operates digitally on the cloud or on-site data stores. All of your customer and business information is there, all of your software is on your infrastructure, even your automated hardware like robotic sorting arms are a part of your IT system. Needless to say, if you improve your IT systems, you will ultimately improve customer experience.

As a whole, aligning business processes with IT systems is called IT service management, and it is achieved by obtaining the proper ITIL certificates that managers and IT experts in your business can use to optimize IT services to the exact needs of the customers. As you might have guessed, this is yet another form of personalization, and the result is a more streamlined business model that focuses on the specific needs of the consumer, driven by digital transformation and a better IT system.

Quality of life improvements with IoT technology

IoT systems have been in use for some time now, but the popularity of IoT has skyrocketed only in recent years in the business sector. It took some time for business leaders to fully grasp the power and potential of IoT applications, both software and hardware-based.

From IoT sensors on-site that enhance security and collect customer data, to contactless payment systems and PoS (point of sale) solutions, all the way to in-office IoT that elevates productivity and automates certain tasks – there is no denying that IoT brings numerous benefits.

The move to mobile is paramount to success

Lastly, digital transformation also caters to the rising mobile demographic. Now that people are increasingly consuming content on handheld devices and shopping online via smartphones, optimizing your website for mobile browsing is imperative to stay competitive. 

Not only is mobile optimization important for the customer, but it has also become the best way to appeal to Google and incentivize it to place your website higher in the search results. Embrace the mobile revolution and make mobile browsing a breeze to capitalize on an ever-growing demographic. 

Wrapping up

Digital transformation is the way of the future for the business sector. Implement these tech solutions yourself to regain your competitive advantage and set your company up for long-term success in the tech-driven world.