3 ways to digitally transform the customer experience

  • ServiceNow Blog
  • Solutions
  • Customer Experience
  • 2021
May 27, 2021

Workflow a better customer experience through digital transformation.

Updated Feb. 14, 2023

In an age when customers voice their dissatisfaction by ranting on social media or quietly taking their business to a competitor, it’s more important than ever to keep them engaged with—and coming back to—your brand. That requires a concerted effort to:

  • Create an experience that meets customers where they are

  • Provide solutions to their challenges

  • Deliver quick and timely responses

  • Personalize the experience for each individual

At ServiceNow, we’re committed to making work better for everyone. Let’s explore three practical, attainable ways to digitally transform the customer experience:

1. Proactive support

Helping customers stay loyal to your brand is no easy feat. But a proactive support strategy can make the challenge easier. Acting on issues before they affect customers can completely transform customer experience. Other proactive support benefits include:

  • The ability to scale your customer cloud operations and customer support efforts

  • Decreased case resolution times

  • Increased productivity

Watch our Adopt a proactive support strategy to learn how ServiceNow streamlined our own customer experience through artificial intelligence monitoring.

2. One system of action

When people, processes, technology, and data are siloed, it can be difficult to get work done, let alone keep your customers happy. Adequately addressing customers’ changing needs and growing expectations requires integrating your front, middle, and back offices to deliver a seamless experience.

ServiceNow provides one platform, one architecture, and one data model to help that ideal become reality. Get tips to optimize processes and workflows in Create effortless experiences that build long-term loyalty.

Frost & Sullivan Analyst Michael DeSalles joins Ajda LaPrad, product marketing director at ServiceNow, for a thought-provoking conversation. Discover ways to accelerate issue resolution, provide transparency and, ultimately, boost customer loyalty.

3. AI-powered self-service

When it comes to delivering frictionless customer service, there’s no silver bullet. But there are ways to optimize the process. Empowering customers to get quick answers to common questions is one of them.

Adopting an everything-as-a-service business model with AI-powered self-service, personalization, and integrated support and operations can help you cut costs and position your business for growth. Watch Powering your everything-as-a-service business for details.

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