The digital world is upon us, as new technologies have integrated themselves into corporations, government agencies and customers’ lives. Until recently, much of the focus in the enterprise has been on digitizing back-office operations and processes. As digitization has driven the customer experience into becoming a differentiator, organizations are now focused on applying digital approaches to the marketing, sales and service functions that have the strongest impact on customer engagement. Creating this new “digital front office” is now a key priority for many organizations.
Offering an engaging, customized digital experience is paramount
Having a web strategy just isn’t enough. Today, digitization is a global focus area—a challenging, fast-moving discipline that includes social media, mobile devices, analytics and the web. The current digital landscape is distributed across a dizzying array of services and devices. Customers can now interact with organizations through multiple channels at any given moment in order to do business. Companies must present a coherent face across all interaction channels in order to successfully compete.
Failure to act can cause repercussions. A recent IBM study of marketing professionals found that brands experience about USD83 billion in lost sales in the US each year due to poor or inconsistent customer experiences. It is no wonder that a 2013 Forrester survey found that more than 90 percent of respondents said that a better customer experience is a top strategic priority for their firm.
A digital experience strategy takes into account the emerging trends around web and social analytics, advanced rich-media management and delivery, deeper social engagement, and a robust, responsive design for mobile delivery. It’s time for marketers and their IT colleagues to tackle this head-on. Your clients can use digital experiences as the imperative to engage with their customers with more tailored and effective experiences across all interaction touch points.
An Exceptional Digital Experience delivers real business value across the organization. It’s inescapable, powerful and incredibly motivating. Plus, it’s an immense opportunity for you to help your clients rethink their core customer experience processes to gain competitive advantage.
To that end, invite your clients to join IBM on July 17, 2013, at 11 a.m. EDT to hear how they can transform the way they reach, understand and relate to customers through a rich and robust digital experience across multiple channels and devices. We’ve outlined a set of 6 things you can do to let them know about this event. Also, we hope you can attend along with your clients.
And talk of an Exceptional Digital Experience continues after the July 17 event:
- July 18: Twitter chat, 11 a.m. EDT – https://twitter.com/GetRealChat, hashtag #GetRealChat
- July 26: People for a Smarter Planet Facebook chat: http://on.fb.me/11XOnvB
- Join the Exceptional Digital Experience community on IBM Greenhouse: https://ibm.biz/BdxTZc
- Look for news of a radio chat program in late July
So register today at https://ibm.biz/BdxCZf. Take full advantage of this event to get the digital experience conversation started with your prospects and continue the conversation with your clients. And don’t forget to use the “Comments” feature below o let us know what you think!